Nithin Ramesh

Bengaluru

Summary

Technically proficient IT professional with over 1 year of relevant experience in system administration, cloud infrastructure(Citrix Cloud, AWS, Azure) and backup and recovery and 6+ years of experience in customer service with strong communication skills and a comprehensive understanding of storage technologies, database backup, and recovery concepts. Proven ability to troubleshoot complex issues and create customer-facing documentation.

Overview

years of professional experience

Work History

Technical Support Engineer, Virtualization & Cloud

Cloud Software Group (Citrix Systems Inc.)

09.2020 - 05.2024

Investigate and resolve technical issues related to Citrix Virtual Apps and Desktops, encompassing application delivery, user connectivity, performance optimization, and system stability.
Installing, configuring, managing and troubleshooting complex and large Citrix server sites.
Working knowledge of Identity and Access Management.
Manage incidents reported by users or detected through monitoring systems, adhering to established procedures for incident escalation, resolution, and documentation.
Perform routine maintenance tasks such as applying patches, updates, and configuration changes to Citrix infrastructure components including Delivery Controllers, StoreFront servers, VDA, Cloud, and Director.
Oversee the configuration and administration of Citrix Cloud services, including resource provisioning, user access management, and integration with other cloud or on-premises infrastructure components.
Create and maintain detailed documentation, including knowledge base articles, troubleshooting guides, and standard operating procedures (SOPs).
Manage and maintain Windows servers, ensuring optimal performance and security.
Implement and oversee backup and recovery procedures, ensuring data integrity and availability.
Troubleshot and resolved complex issues involving network communication and application performance using tools like Wireshark, tcpdump, procmon.
Utilized knowledge and understanding of cloud infrastructure AWS, Citrix Cloud, Azure to support and maintain cloud-based applications and services.
Supported Hypervisors for Citrix Virtual Apps and Desktops on VMware, Nutanix, Microsoft, and Xenserver.
Gained administrative experience across multiple operating systems including Windows, Linux ensuring seamless operation and troubleshooting of diverse environments.
Skilled in troubleshooting issues involving communication between multiple SaaS and on-premise applications, ensuring seamless interoperability and minimal downtime.
Documented and implemented best practices for system administration, backup and recovery, and troubleshooting, contributing to knowledge base and continuous improvement initiatives.

SME - Customer Support

STARTEK (Aegis Customer support services PVT LTD)

11.2017 - 09.2020

Oversee/manage day to day activity of Operations, such as Auditing, floor support, feedback & coaching; manage schedule adherence, monitor queue, manage Advisor & team metric, reporting, providing updates & training; Helping Advisors in PIP and taking corrective measures.
• Managed customer reservations using Sabre and Amadeus, ensuring accuracy and efficiency in all flight, shuttle, hotel, destination specific activities, and train bookings.
Created itineraries, managed/modified tickets using Global Distribution Support (GDS) Application such as Amadeus, Sabre & Farelogix.
Processed payments for domestic and international air travel and itineraries.
Demonstrated proficiency in navigating Sabre and Amadeus interfaces to access real-time travel information, compare prices, and secure the best deals for clients.
Trained new team members on Sabre and Amadeus systems and best practices for customer service/airline industries ticketing department.

Education

BBA - Business Management

Indian Institute of Industry Interaction Education

Chennai, TN

Skills

Troubleshooting: Virtual Desktop Infrastructure
Certified in Windows Server 2022
Windows Server 2022: Install and Configure Active Directory
AD, DNS, DHCP, HTTP, TCP/IP, Group Policy
Networking Concepts

Administrative experience on Windows, M365, Linux
Database management systems such as Microsoft SQL Server
Storage technologies
Process Improvement
Application installations

Languages

English

Advanced (C1)

Tamil