Jay Sejpal
Bengaluru
Summary
Experienced Technical Support Engineer with over 2.5 years of experience troubleshooting complex Citrix Netscaler and ADM issues for Citrix Enterprise customers. Finding great satisfaction in delving into customer issues and solving them using modern technology, my focus lies in delivering meaningful results and promptly adapting to fresh perspectives that foster both organizational and personal development.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Citrix Netscaler Engineer
HCL Technologies
04.2024 - Current
- Resolve Citrix Netscaler and ADM issues for US-based Enterprise customers, consistently achieving over 95% CSAT scores quarter on quarter.
- Manage political escalations from junior engineers, ensuring resolutions within predefined SLAs and reducing escalation incidents by 30%.
- Maintain a Lab Repro environment to simulate and resolve issues within predefined KPIs.
- Enhance customer relationships through effective communication and collaboration with cross-functional teams (Escalation, Sales & TAMs), improving overall customer satisfaction.
Priority Technical Support Engineer
Cloud Software Group (Citrix Systems)
03.2023 - 03.2024
- Resolved complex Citrix Netscaler and ADM issues for US-based Enterprise customers, maintaining over 90% customer satisfaction (CSAT) scores quarter on quarter.
- Conducted training sessions for team members to enhance their technical skills and knowledge, contributing to overall team performance improvement.
- Served as a KCS coach from May 2023 to September 2023, reviewing, editing, creating, and publishing knowledge-based articles, resulting in a 20% increase in relevant article attachments to cases.
Associate Technical Support Engineer
Cloud Software Group (Citrix Systems)
01.2022 - 02.2023
- Provided on-call, email, and remote assistance to frontline customers, using diagnostic tools to troubleshoot complex network issues and achieving 90% customer CSAT scores.
- Analyzed system capabilities, identified limitations, and assessed hardware/software solutions to meet business requirements, while assisting customers with configuration and documentation.
- Maintained a lab environment to simulate and resolve issues within predefined SLTs, improving issue resolution efficiency by 30%.
Education
B.Tech - Electrical, Electronics And Communications Engineering
Amrita Vishwa Vidyapeetham
Coimbatore, India06.2021
Higher Secondary - Physics, Chemistry, Maths, Computer Science
Amrita Vidyalayam
Coimbatore, India06.2017
Skills
- ARP, ICMP, TCP, UDP, DNS, DHCP, NAT, QoS
- IPv4 & IPv6 addressing and subnetting
- Routing Technologies (Default, Static, Policy-Based, Dynamic - RIP, OSPF, EIGRP)
- Switching Technologies (VLANs, 8021q Trunking, Spanning Tree, Etherchannel)
- OpenSSL, SSL Certificates, Public Key Cryptography
- Network Management (Telnet, SSH, SNMP, CDP, LLDP, NTP, Syslog)
- Netscaler HA, Load Balancing, GSLB, Clustering
- Netscaler Gateway (ICA Proxy, Clientless VPN, SSL VPN, RDP Proxy)
- Authentication Methods (LDAP, RADIUS, TACACS, SAML, OAuth, Native and Email OTP)
- Operating System (Windows Server, Linux CentOS)
- Analysis Tools (Fiddler, Wireshark, HTTP Archives)
Certification
- Cisco Certified Network Associate (CCNA)
- Citrix Certified Associate - Application Delivery and
Security
Interests
- Gaming
- Cooking
- Singing
- Travelling
Languages
English
Gujrati
Hindi
Tamil
Timeline
Citrix Netscaler Engineer
HCL Technologies
04.2024 - Current
Priority Technical Support Engineer
Cloud Software Group (Citrix Systems)
03.2023 - 03.2024
Associate Technical Support Engineer
Cloud Software Group (Citrix Systems)
01.2022 - 02.2023
B.Tech - Electrical, Electronics And Communications Engineering
Amrita Vishwa Vidyapeetham
Higher Secondary - Physics, Chemistry, Maths, Computer Science
Amrita Vidyalayam
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