Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
Rakesh KL

Rakesh KL

Bangalore

Summary

Core Competencies

Secure a challenging position which offers a high level of responsibility that will allow me to utilize my experience and specialized skills in a high performance and result driven environment.



  • IT Infrastructure & Cloud
  • Data Center Buildouts & Operations (Power, Cooling, Racks, Cabling)
  • Virtualization: VMware Horizon, vSphere, Nutanix AHV, Citrix XenServer/XenDesktop
  • Azure Cloud Migrations & Optimization
  • Enterprise VDI Management (30,000+ Users Globally)
  • Vulnerability Management & Patch Strategy
  • Product Lifecycle Management & Cost Optimization
  • Agile/Scrum, JIRA, Confluence, ServiceNow
  • Load Balancers (AVI to F5), SQL DB Migration (2016 to 2022)
  • Windows/Linux Systems | Intune | Workspace ONE
  • Stakeholder Management & Client Relations
  • Documentation & Knowledge Sharing
  • ITIL Process Framework | Risk Assessment & Compliance

Overview

10
10
years of professional experience
1
1
Certification

Work History

System Engineer III

Walmart
01.2019 - Current
  • Leading a high-performing team of 5 engineers across geographic locations, cultivating collaboration and accountability.
  • Ensured 24/7 availability of infrastructure including on-prem data centers, Azure cloud, VDI, and physical/virtual servers (Windows/Linux).
  • Architected and built new IDC infrastructure – overseeing power, cooling, UPS, rack management, cabling, and equipment setup for two major datacenters.
  • Migrated call center and store users to Azure, while maintaining remaining users on-prem via new data center buildouts.
  • Directed global VDI user base (30,000+), enhancing performance, consolidating systems, and minimizing physical footprint through strategic upgrades.
  • Optimized infrastructure by eliminating redundancies, re-architecting legacy systems, and automating maintenance tasks (cert renewals, service account password updates).
  • Successfully managed migration projects: AVI Load Balancer to F5, SQL Server 2016 to 2022, On-prem to Azure cloud – ensuring zero-downtime transitions.
  • Championed risk-based vulnerability management—identified and prioritized threats, implemented root cause analysis, deployed patches, and decommissioned RPA VMs.
  • Delivered strategic product roadmaps aligned to customer feedback and market trends; supported agile product planning using Scrum methodology.
  • Evaluated and integrated new tools/technologies to modernize infrastructure and improve user experience.
  • Developed and maintained detailed documentation for system configurations, best practices, and process flows.

Technical Support Administrator

Wipro, Client – Citrix
06.2016 - 03.2019
  • Leading a team of 14 IT engineers, providing technical guidance and support.
  • Resolving escalated issues related to Citrix, Active Directory, Exchange, and end-user devices.
  • Conducting regular performance evaluations and mentoring engineers for skill enhancement.
  • Performing quality evaluations of Help Desk services and initiating continuous improvement programs.
  • Preparing daily and weekly performance reports and coordinating with customers to align support with business goals.
  • Managing installations, maintenance, and troubleshooting of business-critical applications.
  • Handling complex Citrix-related issues including application publishing, Web Interface errors, and performance bottlenecks.
  • Administering NetApp storage issues and managing ShareFile user configurations.
  • Monitoring infrastructure using Slack channels for real-time updates on server, network, and application status.
  • Extracting and analyzing user data from Splunk for issue resolution and reporting.
  • Collaborated with Product Owners to ensure backlog refinement and prioritization aligned with business goals.
  • Coordinated across teams and departments for timely delivery and integration of dependencies.

L2 Technical Support

VMware - Object Win Technology Inc
12.2014 - 05.2016
  • Provided user access and managed persistent and non-persistent views in VMware Horizon environment.
  • Troubleshot and managed VM issues through vSphere and Horizon Admin Console.
  • Supported and maintained Horizon Apps and VDI infrastructure.
  • Managed Active Directory objects, including user accounts, OU structures, service accounts, and security groups.
  • Administered Exchange tasks such as shared mailbox creation, distribution list management, and attribute configurations.
  • Managed AirWatch-enrolled devices, including MDM account validation, compliance checks, and device configurations.
  • Supported Office 365 suite, with a focus on Outlook, Lync (Skype for Business), OneDrive, and software installations.
  • Provided support for macOS devices, handling issues related to Outlook, Lync, Keychain, and software troubleshooting.
  • Documented technical solutions and published knowledge base articles to assist with issue resolution and reduce ticket volume.
  • Trained new hires on process workflows, operations, and troubleshooting procedures.
  • Ensured quick resolution of incidents by following defined incident management processes and conducting root cause analysis for outages.
  • Assisted users in VPN setup using RSA token and certificate-based authentication methods.
  • Created and configured Google Apps accounts as per organizational needs.

L2 Technical Support

VMware - Object Win Technology Inc
12.2014 - 05.2016
  • Provided user access and managed persistent and non-persistent views in VMware Horizon environment.
  • Troubleshot and managed VM issues through vSphere and Horizon Admin Console.
  • Supported and maintained Horizon Apps and VDI infrastructure.
  • Managed Active Directory objects, including user accounts, OU structures, service accounts, and security groups.
  • Administered Exchange tasks such as shared mailbox creation, distribution list management, and attribute configurations.
  • Managed AirWatch-enrolled devices, including MDM account validation, compliance checks, and device configurations.
  • Supported Office 365 suite, with a focus on Outlook, Lync (Skype for Business), OneDrive, and software installations.
  • Provided support for macOS devices, handling issues related to Outlook, Lync, Keychain, and software troubleshooting.
  • Documented technical solutions and published knowledge base articles to assist with issue resolution and reduce ticket volume.
  • Trained new hires on process workflows, operations, and troubleshooting procedures.
  • Ensured quick resolution of incidents by following defined incident management processes and conducting root cause analysis for outages.
  • Assisted users in VPN setup using RSA token and certificate-based authentication methods.
  • Created and configured Google Apps accounts as per organizational needs.

L2 Technical Support

ITC Infotech INDIA Ltd - (Aon Hewitt)
12.2014 - 05.2016
  • Providing 2nd line technical support for Windows 7 and troubleshooting for the same
  • Installing applications through AppStore and troubleshooting for the same using SCCM Client tool
  • Configuring and troubleshooting email clients MS Outlook
  • Troubleshooting BitLocker issues
  • Troubleshooting shared drive issues
  • Establishing VPN – RSA and certificate-based logins
  • Escalating tickets to the next level

Education

Bachelor of Engineering -

Vishweshwariah Technological University

Skills

    Cloud & Virtualization: Azure, VMware Horizon, vSphere, Nutanix AOS ,Prism, Citrix XenApp/XenDesktop, Workspace ONE, Intune
    Datacenter: HP ProLiant Gen10 (DX360/DX380), Nutanix BOX, ESXi, VCenter, F5 Load Balancer, AVI LB

    Collaboration & Process: Agile, Scrum, ITIL, Product Planning, Public Speaking, Stakeholder Communication
    Enterprise Tools: JIRA, Confluence, ServiceNow
    OS: Windows Server, Linux
    Security & Management: Patch Management, Certificate Renewal, Risk Mitigation, Compliance Checks

Certification


  • AWS - Solution Architect Associate
  • VMware Airwatch – Enterprise Mobility Associate
  • Azure - Walmart Internal Certificate AZ600 (Walmart internal )
  • ITIL foundation

Timeline

System Engineer III

Walmart
01.2019 - Current

Technical Support Administrator

Wipro, Client – Citrix
06.2016 - 03.2019

L2 Technical Support

VMware - Object Win Technology Inc
12.2014 - 05.2016

L2 Technical Support

VMware - Object Win Technology Inc
12.2014 - 05.2016

L2 Technical Support

ITC Infotech INDIA Ltd - (Aon Hewitt)
12.2014 - 05.2016

Bachelor of Engineering -

Vishweshwariah Technological University

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