Liza Jacob
Bangalore
Summary
Dynamic IT Infra Specialist with over 9 years of hands-on experience in Citrix, VMware horizon, and Windows ecosystems. Leading a 12-member team, driving operational efficiency, SLA adherence, and high-impact support across enterprise environments. Known for sharp troubleshooting, team mentoring, and delivering consistent service excellence.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Citrix & VMware Administrator
HCL
Bangalore
03.2022 - Current
- Managed and maintained Citrix infrastructure, including application publishing, virtual machine troubleshooting, user provisioning, and policy administration
- Executed system updates, patch management, and Windows Server maintenance to ensure security and compliance
- Collaborated with vendors for licensing, hardware procurement, and infrastructure upgrades
- Provided mentorship to junior team members on Citrix and vmware administration and operational best practices
- Developed standard operating procedures (SOPs), and contributed to knowledge base content to support process consistency
- Performed root cause analysis on user-reported issues, delivering timely and effective resolutions
- Participated in automation initiatives to optimize support workflows and reduce manual effort
Citrix Administrator
Capegemini
Bangalore
06.2021 - 03.2022
- Supported Citrix environment for enterprise users across multiple regions
- Created and managed VMs, published apps, and resolved application access issues
- Configured and maintained virtual desktop infrastructure for end-user access
Citrix Administrator
Tata Consultancy Service
Bangalore
08.2016 - 06.2021
- Installed, configured, and managed Citrix clients and servers
- Handled certificate management, Citrix troubleshooting, and server maintenance
- PVS patching on Citrix servers.
- Configured and maintained virtual desktop infrastructure for end-user access
- Troubleshot system issues to resolve user connectivity problems efficiently
- Provided technical support to users on Citrix applications and services
- Documented processes and procedures for system administration tasks effectively
- Recognized for outstanding performance during the Initial Learning Program (ILP)
Education
Bachelor of computer application -
Bishop Vayalil Memorial Holy Cross College
Cherpunkal, Pala, Kerala03-2016
Higher secondary -
Vimalambika Public School
Pampady, Kottayam, Kerala03-2013
SSLC -
Vimalambika Public School
Pampady, Kottayam, Kerala03-2011
Skills
- VM provisioning and patching
- SLA management and reporting
- Troubleshooting and maintenance
- VMware app volumes
- Team leadership and mentoring
- Time management under pressure
- VMware administration
- Citrix management
Certification
- ITIL Foundation Level Certified in IT Service Management
- AZ-900 Microsoft Azure Fundamentals
Accomplishments
- Achieved excellent client satisfaction and retention by providing outstanding customer service.
- Appreciated on numerous occasions by clients, management and colleagues for the excellent decision-making skills
Roles & Responsibilities /Tasks
- Lead a 12-member team delivering Citrix and VMware support for enterprise clients, ensuring SLA compliance, and service excellence
- Manage the end-to-end incident lifecycle, including escalations, RCA quality, and reporting on metrics and trends
- Act as the POC for patching and critical maintenance activities
- Oversee task allocation, shift planning, and team productivity against KPIs
- Drive team training, process standardization, and knowledge transition initiatives
- Conduct client communications, reviews, and service reporting on a regular cadence
- Promote a collaborative, high-performance team culture aligned with ITIL best practices
Timeline
Citrix & VMware Administrator
HCL
03.2022 - Current
Citrix Administrator
Capegemini
06.2021 - 03.2022
Citrix Administrator
Tata Consultancy Service
08.2016 - 06.2021
Bachelor of computer application -
Bishop Vayalil Memorial Holy Cross College
Higher secondary -
Vimalambika Public School
SSLC -
Vimalambika Public School
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