PHANEESH N
Bangalore,India
Summary
Emerging IT professional eager to contribute immediate value in support & management roles. High-level awareness of emerging technological trends and industry advancements. Thrives in autonomous environments with solid work ethic and history of self-motivated goal achievement.
Overview
15
15
years of professional experience
6
6
years of post-secondary education
1
1
Certification
Work History
Technical Support Team Leader
Citrix (Cloud Software Group)
Bangalore, India
10.2014 - Current
- Team building.
- Mentoring the team members with the expertise skills.
Trained T2H students during on-boarding process. - Kept clients well-informed of ticket status.
- Resolved service requests within target timeframes.
- Troubleshot various technical incidents related to Citrix Cloud & Citrix Virtual App & Desktop.
- Prioritized incoming tickets to facilitate maximum efficiency.
- Documented repairs in log book to maintain accurate records.
- Schedule upgrades and regular maintenance to maintain smooth workflow at customer environment.
- Assist customer on technical issue in their production and pre-production environments.
- Handling multiple clients with multiple technologies and addressing their technical issues.
- Validate customer's environment and recommend them with Citrix and Microsoft patches when necessary.
- Diagnose the Citrix Product issues, identify the problem components, by capturing and analyzing logs like Process Monitor, Wireshark traces and more.
- Preparing internal and public Knowledge Base articles based on incidents resolved.
- Collaborating with multiple teams to connect on a product and workflow.
Server Support Engineer
Replicon India Pvt. Ltd.
Bengaluru, Karnataka
01.2012 - 04.2012
- Monitoring Application, DB and Backup Servers.
- Working in SaaS-Ops Team.
- Creating and extending application instances using Sales Force hosted in cloud.
Senior System Administrator
Maspro Network Solutions Pvt. Ltd.
Bengaluru, Karnataka
03.2009 - 09.2011
- Providing remote support (Technical) to clients.
- Resolving Server & Application Issues.
- Vendor Co-ordination, involving procedural product procurement.
- Part of acquisition team.
- Mentoring new hires.
- Tracked and recorded computer inventory for accountability purposes.
- Led server maintenance activities for company systems to keep critical functions operational.
- Observed infrastructure health using monitoring tools to address emerging issues.
System Administrator – Remote Support
Marfic Software Solutions Pvt Ltd.
Bengaluru, Karnataka
05.2008 - 12.2008
- Providing remote support to US clients.
- Resolving server & desktop issues.
- Monitoring and reporting scheduled backups.
- Part of NOC Team.
- Stored application and system logs for troubleshooting and audit purposes.
Education
Bachelor of Science - IT
04.2013 - 03.2015
Diploma - Computer Science
03.2001 - 07.2005
Skills
- Team building
- Mentoring team members
- Technical issues analysis & troubleshooting
- Application support
- Exceptional communicator
- Customer-focused
- Problem-solving
- Leadership
Languages
English
Fluent
Hindi
Upper intermediate
Certification
- MCP
- MCSA
- ITIL V3
- CCA - Citrix Certified Associate
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Technical Support Team Leader - Citrix (Cloud Software Group)
10.2014 - Current
Vinayak Mission University - Bachelor of Science, IT
04.2013 - 03.2015
Server Support Engineer - Replicon India Pvt. Ltd.
01.2012 - 04.2012
Senior System Administrator - Maspro Network Solutions Pvt. Ltd.
03.2009 - 09.2011
System Administrator – Remote Support - Marfic Software Solutions Pvt Ltd.
05.2008 - 12.2008
PES University - Diploma, Computer Science
03.2001 - 07.2005
- MCP
- MCSA
- ITIL V3
- CCA - Citrix Certified Associate
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