Santosh H

• L2 Technical Support for Citrix Products [ShareFile, NetScaler, XenMobile]
• Creating Knowledge base articles for Problem_Solution, How To which promotes content reuse and self-service.
• Setting up lab environment, testing hotfixes.
• Migrating ShareFile data.
• Follow up with internal support and product management teams.
• Engaging engineering teams through JIRA for addressing bug fixes.
• Training new hires and act as POC.
• Being part of war room and providing technical inputs.
• Carried out day-to-day duties accurately and efficiently.
• Collaborated with team members to achieve target results.
• Identified issues, analyzed information and provided solutions to problems.
• Auditing cases and sharing feedback.

Worked as IT Project coordinator.

Role in managing IT IS/ITES Implementation and Upgrade Projects
Involved in transitioning New Project Rollouts and implementation.
Addressing issues during transition phase and vendor management.
Handing over the projects to Operations.
Creating & managing Knowledge base articles.

Supporting MDM products: GOOD, MobileIron, BES.

• Worked as NOC engineer.
• Proactive monitoring and Level 1 Troubleshooting of Core IP (DATA), EMR and Frame Relay Network using Netcool, Putty, Telnet Relay, FLOG, Nortel tools.
• Installing applications/software for desktops or laptops remotely
• Troubleshooting desktops, printers, outlook and enterprise applications.
• Running network loop tests and coordinating with last mile providers BT and other OLO (other license operator).