Prerna Katyal
Bengaluru
Summary
Accomplished Lead Escalation Engineer with extensive expertise in customer escalation management, cross-functional team leadership, and critical issue resolution within Citrix environments. Demonstrated success in maintaining over 90% CSAT scores while reducing Time to Resolution (TTR) through strategic SLA/SLO tracking and compliance. Recognised for driving operational efficiency by mentoring teams, delivering comprehensive training programmes, and implementing innovative solutions such as a site-wide project that reduced unresolved engineering cases by 42%. Adept at executive communication, stakeholder engagement, and risk management under pressure, with a proven track record of enhancing customer satisfaction and streamlining workflows. Career focus includes leveraging technical troubleshooting skills and product expertise to deliver superior outcomes while fostering team development and operational excellence.
Overview
11
11
years of professional experience
Work History
Lead Escalation Engineer
Citrix
Bengaluru, Karnataka
09.2023 - Current
- Led the resolution of critical customer escalations by coordinating cross-functional and geographically dispersed virtual teams, defining clear intake, scope, priorities, and exit criteria to achieve streamlined resolution and reduce time to resolution (TTR), while maintaining a CSAT of more than 90%.
- Collaborated closely with sales, product management, engineering leadership, and executive sponsors to communicate issue status, manage risks, and remove roadblocks for critical customer cases.
- Utilised dashboards and data metrics to track progress against Service Level Objectives (SLO) and milestones, ensuring accountability and timely resolution.
- Attended manager training programmes to gain expertise in leadership and team management.
- Designed and delivered interactive soft skills workshops focused on customer communication and critical situation handling for recently graduated candidates.
- Facilitated product and process training for cross-functional teams to enhance operational efficiency.
- Achieved consistent recognition as a top performer, ensuring superior customer outcomes while assuming additional responsibilities, including candidate interviews, team reporting, and fostering team efficiency.
- Jira Ticket Tracker: Directed a site-wide project, reducing unresolved engineering cases by 42%, which improved case closure rates and customer satisfaction.
- Tool enhancement to Product-Engineering Team: Delivered a comprehensive presentation to engineering leadership advocating a new data collection mechanism in Citrix products, accelerating customer data cycles, and simplifying processes for end users.
- BETA Release Testing: Executed quality assurance testing for upcoming Citrix product releases, identified critical bugs, and provided actionable feedback for documentation and testing protocols, ensuring product integrity pre-launch.
- Coordinated weekly product team meetings, providing direct customer feedback to streamline issue resolution, which reduced the average TTR.
- Designed comprehensive training resources covering components such as MCS, FAS, and others to improve team troubleshooting effectiveness.
- Engineered virtualisation and networking security concepts, including TCP/IP, ICA, PKI, and SSL.
- Mentored junior staff, promoting skill and career development.
Escalation Engineer
Citrix
Bengaluru, Karnataka
10.2020 - 08.2023
- Managed high-priority escalated cases by delivering effective, timely solutions that consistently sustained customer satisfaction scores above 90%.
- Developed and maintained comprehensive troubleshooting documentation, empowering internal teams, and decreasing the volume of escalated cases each quarter.
- Fostered strong working relationships within the team, consistently achieving top performance rankings, and maintaining an average Time to Resolution (TTR) as per the organisation's standards.
- Led training and mentoring initiatives, enhancing the skills and performance of frontline teams, resulting in improved CSAT, and faster issue resolution metrics.
- Recognised with global awards for swiftly resolving critical enterprise customer cases during key renewals and sales cycles, significantly supporting business objectives.
- Promoted a collaborative team environment through active facilitation of team-building activities.
Associate Escalation Engineer
Citrix
Bengaluru, Karnataka
12.2018 - 09.2020
- Resolved complex technical issues involving Citrix Virtual Apps and Desktops components such as MCS, PVS, StoreFront, and UPM, ensuring uninterrupted service delivery.
- Continuously expanded product knowledge along with the underlying concepts of AD, GPO, TCP/IP, and SSL/TLS. to optimise technical support processes and accelerate issue resolution.
- Designed, built, and managed an internal Citrix lab infrastructure for advanced testing and issue replication, resulting in faster troubleshooting and reduced Time to Resolution (TTR).
- Delivered critical solutions and curated essential documentation to empower frontline teams in resolving complex technical challenges independently.
- Led knowledge-sharing initiatives by facilitating resource and expertise exchange across teams to promote skill development, and collective problem-solving.
Technical Support Engineer
Citrix
Bengaluru, Karnataka
10.2017 - 11.2018
- Provided frontline technical support with clear, step-by-step guidance to resolve issues promptly.
- Coordinated with escalation teams to optimise workflows and resolve complex cases.
- Authored and maintained documentation to support knowledge sharing.
- Consistently met performance targets, including 90% CSAT, 12-day TTR, and 25% FCR.
- Shared best practices and mentored peers to enhance team capabilities.
Associate Technical Support Engineer
Citrix
Bengaluru, Karnataka
08.2015 - 09.2017
- Provided foundational technical support for Citrix products, resolving software, and infrastructure issues.
- Built strong customer relationships through clear communication, effective problem-solving, and attentiveness.
- Consistently met service, time, and quality goals.
Education
Bachelor of Technology (B.Tech.) - Computer Science
Ambala College of Engineering & Applied Research
01.2015
High school - Non-medical
Lord Mahavir Jain Public School - CBSE
Ambala Cantt, Haryana01.2011
Skills
- Customer escalation, leadership, and management
- Cross-functional and virtual team leadership
- Incident management in critical issue resolution
- SLA/SLO tracking and compliance
- Executive communication and stakeholder engagement
- Risk management and decision making under pressure
- Technical troubleshooting for CVAD environments
- Root cause analysis and problem mitigation
- Mentoring and knowledge transfer
- Citrix product expertise
Certifications
- Virtual Apps & Desktops Service integration with Microsoft Azure Certified (CC-VAD-MA)
- Virtual Apps & Desktops Service on Citrix Cloud Certified (CC-VAD-CC)
- Citrix Certified Associate - Virtualization (CCA-V)
- Citrix Certified Professional - Virtualization (CCP-V)
Accomplishments
- Special Global recognition for Exceptional Performance
- Customer Excellence Award
- Above & Beyond Award
- Multiple Performance Awards
- Multiple Kudos Award
Timeline
Lead Escalation Engineer
Citrix
09.2023 - Current
Escalation Engineer
Citrix
10.2020 - 08.2023
Associate Escalation Engineer
Citrix
12.2018 - 09.2020
Technical Support Engineer
Citrix
10.2017 - 11.2018
Associate Technical Support Engineer
Citrix
08.2015 - 09.2017
Bachelor of Technology (B.Tech.) - Computer Science
Ambala College of Engineering & Applied Research
High school - Non-medical
Lord Mahavir Jain Public School - CBSE