Your Name
Bengaluru,KA
Summary
- Dedicated and detail-oriented technical support engineer with overall 3.5 years of extensive experience in IT product industry, having strong analytical, problem solving and interpersonal skills.
- Proficient in diagnosing and resolving complex technical issues related to software and networking related efficiently to minimize downtime and ensure smooth operations. Skilled in troubleshooting diverse technical problems across multiple platforms and devices.
- Strong communicator known for delivering clear and concise instructions to end-users at all technical levels, seeking to leverage my expertise in technical domain to contribute to the success of a forward thinking tech team.
Overview
3
3
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
Network Analyst
HCL Technologies
06.2021 - 07.2022
- Delivered exceptional technical support: Resolved customer tickets related to technical requests and issues, ensuring efficient troubleshooting and problem-solving for optimal productivity.
- Enhanced customer experience: Provided comprehensive technical assistance to a diverse clientele, including medium to large enterprises with varying technical complexities and business needs. Utilized phone, email, and remote access tools to deliver exceptional service
- Streamlined technical operations: Effectively identified and evaluated technical roadblocks through data analysis, prioritizing and managing workflow to achieve timely resolutions.
- Proactive risk management: Mitigated potential risks by analyzing complex computer systems to identify and address vulnerabilities, ensuring system stability and security.
- Optimized network performance: Upgraded network software and hardware to enhance efficiency and overall network performance. Maintained network devices and infrastructure across the enterprise for seamless operation.
- Resolved connectivity issues: For end-users through troubleshooting and implementing solutions.
- Communicated with vendors: To resolve network outages and periods of reduced performance.
- Optimized resource allocation: Through careful analysis of bandwidth usage patterns, maximizing efficiency without compromising quality of service.
- Enhanced network security: With regular software updates and patches.
Technical Support Engineer
Citrix R&D (renamed As Cloud Software Group)
07.2022 - Current
- Citrix Specialization: Possess extensive knowledge of Citrix solutions, including Citrix Cloud, Virtual Apps/Desktops, knowledge of SQL Database and Java used to read code and used to help developers with tickets, Storefront, Receivers, SSO SAML, User Profile management, Splunk.
- Networking Proficiency: Skilled in network protocols including IP, TCP, UDP, DNS, DHCP, SSL/DTLS, HTTP/HTTPS, for efficient problem identification.
- Windows Expertise: Proficient in troubleshooting functional issues related to Active Directory, Group Policy Management, IIS, and network configurations.
- End-User Support: Adept at providing patient guidance through basic troubleshooting steps for user-reported technical difficulties.
- In-Depth System Analysis: Conducted data analysis on CDF, network, and OS data to diagnose issues comprehensively.
- Incident Response: Proven ability to deliver rapid responses and implement effective action plans during critical downtime situations.
- Lab Environment Configuration: Skilled in creating complex lab environments that mirror customer setups for accurate problem reproduction.
- Teamwork and Process Improvement: Collaborative team player, readily undertaking assigned tasks and actively contributing to process optimization initiatives.
- Collaborating with other IT: Teams to integrate Citrix solutions with existing infrastructure and applications.
- Creating documentation : Knowledge base articles for end users and for my colleagues.
- Participating in on-call rotations : Responding to critical incidents in timely manner.
- Performing regular maintenance : Tasks such as patching and system updates to ensure Citrix environments are secure and up-to-date.
- Implementing : Best practices for Citrix deployments to optimize performance, reliability and scalability
- Able to resolve the issues: In timely manner which helps customer to configure/build their environment on a given time period.
- Handling and solving customer’s technical issues/queries via zoom remote session/chat and email.
- Provide ticket summary on E-mail to customer after the call/meeting got ended or the ticket gets resolved.
Education
Bachelor of Science - Computer Science & Engg
ADAMAS UNIVERSITY
Kolkata, West Bengal 04.2017 - 05.2021
Skills
SQL- Database
Citrix Certified Associate - Virtualization (CCA-V)
Windows Server, Active Directory
Citrix Virtual Apps & Desktops, Citrix Cloud (DaaS)
Networking, OSI, TCP/IP, UDP, DNS, DHCP, HTTP, SSL/TLS
Cloud computing and virtualization
Symantec Endpoint Protection
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Bengali
Bilingual or Proficient (C2)
Assamese
Bilingual or Proficient (C2)
Certification
Citrix Certified - Virtualization
Key Stengths
- Strong conceptual, business and analytical skills
- Excellent verbal and written communications
- Good interpersonal skills
- Work efficiently in a team as well as independently
Timeline
Citrix Certified - Virtualization
04-2024
Technical Support Engineer
Citrix R&D (renamed As Cloud Software Group)
07.2022 - Current
Network Analyst
HCL Technologies
06.2021 - 07.2022
Bachelor of Science - Computer Science & Engg
ADAMAS UNIVERSITY
04.2017 - 05.2021