ISHRA TARANNUM
Bengaluru,KA
Summary
Seasoned Network Engineer Seeking an Opportunity to Leverage My Expertise and Experience in Cloud Operations,
Customer Support, and Escalation Management.
Excited to leverage 7 years of success in cloud operations, technical support, and escalation management to drive
innovation and enhance user satisfaction in a challenging network specialist role. Dedicated to contributing to
organizational growth through problem-solving, collaboration, and a strong customer service focus.
Overview
8
8
years of professional experience
Work History
Senior Priority Technical Support Engineer
Citrix R and D India Pvt. Ltd
Bengaluru, KA
05.2020 - Current
- Resolved complex customer issues related to Citrix products (SDWAN, ADC, Citrix Gateway, Citrix Cloud,
Application Firewall) via phone, email, and remote access. - Conducted offline analysis using Citrix tools, Wireshark, Fiddler, SAML debugger, etc., handling advanced-level
customer support in a fast-paced environment. - Analyzed and troubleshooted Citrix product integration in mixed enterprise environments.
- Collaborated with the Escalation Team and Third Level development.
- Mentored less experienced engineers, contributing to their career advancement and improving KPIs.
- Contributed to projects/tasks with minimal supervision.
- Documented cases, recommendations, and resolutions in the CRM system.
- Enhanced technical knowledge through training and self-study
Senior Technical Support Engineer
Aruba Networks, HPE at CSS CORP
Chennai, TN
11.2017 - 04.2020
- Served as the primary point of contact for Enterprise customers of Aruba Networks, an HPE Company, delivering comprehensive support services
- Diagnosed and resolved wireless issues through thorough assessments of the RF environment.
- Configured and troubleshooted Radius-802.1x (EAP-PEAP, EAP – TLS) Authentication problems, as well as
managed Captive Portal setups, including Redirects and Logins. - Conducted troubleshooting for IAPs/Controllers, Airwave, ClearPass, and demonstrated proficiency in managing HPE switches.
- Analyzed Wireshark captures of both wired and wireless packets to identify and address network anomalies.
- Troubleshot wireless configurations, upgrades, and parameters with technical expertise.
- Provided technical support through various channels, including email, telephone, and remote assistance, ensuring prompt issue resolution.
Technical Supervisor
Spin On Web Pvt Ltd
, Delhi
03.2016 - 10.2017
- Supervise a team of Support Engineers addressing diverse customer inquiries related to hardware, software, and networking issues, including troubleshooting efforts
- Provide efficient solutions for escalated cases and deliver essential technical support to end-users.
- Conduct reviews of support call handling and monitor progress to ensure high levels of user satisfaction.
Education
MBA - Human Resource Management
Amity University
2016
B.Tech - Computer Science
United College of Engineering and Management
2013
Skills
- Technical Skills
- Network Protocols, Routing, Switching, OSI, VLAN, 8021x, 80211x
- ICMP, PING, ARP, LACP, TCP/IP, UDP, DNS, DHCP, HTTP, HTTPS, SSL, ICA/VPN
- Captive Portal, SAML, LDAP, AAA, Radius, SNMP, FTP, WAF, ACL, SDWAN
- Soft Skills Communication, Time Management, Flexibility, Teamwork, Problem Solving, Self-motivation
Accomplishments
- Achieved outstanding results within the Citrix (Cloud Software Group) by efficiently managing a high volume of cases per quarter and offering expert guidance to address critical network challenges, guaranteeing uninterrupted functionality. Received multiple spot awards for consistently exceeding KPIs and KRAs.
- Achieved recognition as an ACE Employee - IAP by Aruba Networks, HPE for consistently delivering exceptional service to their esteemed clientele, showcasing dedication and expertise in ensuring customer satisfaction.
Certification
- CCA-AppDS (Issues Aug 2023 -Expires Aug 2026)
- CCP-AppDS (Issues Sept 2023 -Expires Sept 2026)
Timeline
Senior Priority Technical Support Engineer
Citrix R and D India Pvt. Ltd
05.2020 - Current
Senior Technical Support Engineer
Aruba Networks, HPE at CSS CORP
11.2017 - 04.2020
Technical Supervisor
Spin On Web Pvt Ltd
03.2016 - 10.2017
MBA - Human Resource Management
Amity University
B.Tech - Computer Science
United College of Engineering and Management
Similar Profiles
Marshal JosephMarshal Joseph
Support Services Manager at Cloud Software Group (Formerly Citrix India Pvt Ltd)Support Services Manager at Cloud Software Group (Formerly Citrix India Pvt Ltd)
BHAGYARAJ ISAIAHBHAGYARAJ ISAIAH
Senior Manager- Global Support at CSG ( Previously - Citrix R & D India Pvt. Ltd)Senior Manager- Global Support at CSG ( Previously - Citrix R & D India Pvt. Ltd)
Santosh HSantosh H
Senior Escalation Engineer at Citrix R&D India Pvt. LtdSenior Escalation Engineer at Citrix R&D India Pvt. Ltd
Neha DasguptaNeha Dasgupta
Team Lead – Inside Sales & Growth Strategy at LivspaceTeam Lead – Inside Sales & Growth Strategy at Livspace
Varada RajuVarada Raju
Sales Service Manager at Thermo Fisher Scientific Inc.Sales Service Manager at Thermo Fisher Scientific Inc.