Harshada Rao

•Communicate information security goals and new programs effectively within the teams.
•Manage security team members, and all other information security personnel.
•Provide training to information security personnel during onboarding.
•Evaluate the department's budget and costs associated with technological training.
•Assess the current technology architecture for vulnerabilities, weaknesses, and possible upgrades or improvements.
•Apply continuous monitoring techniques to evaluate the system's security posture.
•Establish personal and team talent development expectations aligned with both technical skills development and leadership development.
•Regularly re-evaluate processes and procedures to drive continuous improvement and innovation.
•Responsible for driving the remediation of identified risks by working with different stakeholders, which include cloud developers, cloud architects, security architects, etc.
•Successfully reduced the vulnerability count from 120 to 0 within three months by implementing rigorous security measures, streamlining patch management processes, and conducting thorough risk assessments to prioritize and address critical issues efficiently.
•Successfully planned and implemented a shared resources methodology between multiple support projects, and increased overall revenue by 20% with the same number of resources.
•Led end-to-end management of major incidents, ensuring rapid resolution through effective coordination, stakeholder communication, and root cause analysis.
•Developed and executed comprehensive business continuity and disaster recovery strategies, including risk assessments, business impact analyses, and contingency planning.
•Chaired critical incident response meetings and war rooms, driving collaborative action plans with clear roles, responsibilities, and deadlines.
•Maintained accountability for incident resolution, leveraging workarounds or permanent fixes, while ensuring minimal business disruption.
•Created and maintained detailed documentation, including technical diagrams, contact lists, and post-incident review reports, to support continuous improvement.
•Delivered regular metrics and executive reports on major incidents, highlighting trends, performance, and areas for improvement.
•Oversaw matrix management of cross-functional teams and third-party vendors, resolving conflicts, and aligning efforts toward resolution.
•Designed and implemented training programs to raise awareness and build organizational resilience across departments.

• Served as a Subject Matter Expert (SME) for Citrix technologies, including XenDesktop, XenApp, NetScaler, and StoreFront.
• Supported vulnerability patching and system hardening across Citrix environments through structured maintenance windows.
• Provided RCA for all SEV-1 • and CRIT SIT cases.
• Represented Citrix in Change Advisory Board (CAB) sessions as the Change SPOC, ensuring risk-controlled deployments.
• Conducted root cause analyses for all SEV-1 and critical incidents, implementing continuous service improvements.
• Collaborated with third-party vendors (HP, Microsoft) to resolve infrastructure-level issues impacting secure service delivery.
• Championed internal training and mentoring initiatives to elevate team performance and incident response efficiency.

• Provided technical assistance on Citrix products to premier success customers of medium to large size, scope, and/or political complexity - via phone, email and/or remote access.
• Take an active role on business-critical issues with Sales Engagement to assist and resolve issues arise during PoC & UAT.
• Worked closely with TAM, SAM, Pre-Sales and Critical • Situation Managers.
• Performed advanced problem analysis and isolates problems of moderate to high complexity.
• Achieved and maintains targeted call statistics such as number of calls answered, number of cases closed or issues resolved, along with other established goals.
• Published articles on moderately complex technical support issues in Citrix's online knowledgebase, and reviewed others' articles
• Documented cases, recommendations, and resolutions clearly in the CRM system, took ownership of hot and/or more political cases escalated from less senior engineers
• Participated to weekend follow the sun coverage and occasionally conducted onsite mission.
• Understanding on Load Balancers and their functions.
• Web Application Firewalls (e.g., Citrix, and NetScaler)
• Knowledge of Security technologies (e.g., SSL/TLS, VPNs, Firewall, IDS/IPS).
• A solid understanding of WAN and LAN switching and routing, ARP, TCP, IP, HTTP, SMTP, DNS, and other related internet protocols.
• A strong working knowledge of the TCP/IP protocol stack.
• Facilitated technical training sessions to New Hires and existing team member through Tech Talks,knowledge sessions.
• Works collaboratively with diverse global teams and drives inclusive work environments in accordance with Citrix core values.