Mudassir Hussain

• Experience in VDI environment – Citrix,Xen app,Xen Desktop.
• Sizing of Virtual hardware based on requirement.
• Analyzing server un-expected re-boots / failed to connect and taking remedial actions as needed.
• Experience in handling Symantec VIP Manager for providing VPN access.
• Active personnel in slack for providing Immediate support for end user.
• Provided 24/7 Production support for Citrix environment.
• Diagnosing & Troubleshooting Citrix XenApp Related issues.
• Experience in handling and providing GotoMeeting products accessibility to end users.
• Creating and Managing security groups in AD
• Managing Distribution lists modifications and creation.
• Processing Separations of separated users from organization
• Managing users profile in AD
• Managing and creating Avaya extension for the users
• Managing and creating Genysis extension and station ID using ICBM tool
• Troubleshooting issues related to Salesforce published application
• Managing shared mailbox and delegations
• Experienced in handling CEM mobile application troubleshooting in both Android and ios environment
• Managing users Xenapp and Xendesktop sessions from the XD director.
• Creating users Okta profile , Managing and troubleshooting Okta related issues
• Experienced in capturing the lockout logs using Splunk tool
• Managing SNOW ticketing tool for ticket assignment
• Troubleshooting and managing production VPN in Citrix gateway netscalar plug in
• Creating and managing users access in Sharefile
• Mirroring user accounts in powershell for accessibility
• Experienced in Citrix workspace troubleshooting in both Windows and Mac
• Hands on experience in troubleshooting Mac issues
• Providing and managing network drive accessibility to users

• Providing floor support for new agents and mentoring them
• Ensuring that all SLAs are met as per the client requirement
• Troubleshooting software and system issues for customers through remote access tools
• Analyzing application issues as per interaction tickets and assigning them to respective team
• First tier support in handling escalation tickets to ensure client satisfaction
• Updating team with the latest Knowledge Base articles to ensure standardization and attain the required resolution percentage
• Familiar with hardware tools like printers, and networking and telecommunications devices.
• Handling IT incidents through E-helpline Management tool.

Domains:

Windows Server Administration.

Skill Set:

Windows (Administration, Group Policy, Users, OU, Active Directory), Xen Desktop & App 7.6, Xen-center, Virtualization.

Tools:

Microsoft Office 365, Net meeting, Service-Now, GTA,GTM, Splunk, Sharefile, ICBM ,Symantec VIP Manager , Okta .

OS Platforms:

Windows , Mac, VDI –Citrix Virtual Desktops & Apps