Shiva Goudali

• Designed, implemented, and supported enterprise-level Azure Virtual Desktop (AVD) architecture for windows 10 and windows 11 Migration.
• Working and implementing many customer POC for AVD & W365.
• Patching and performance optimizations for AVD
• Managing Azure Active Directory (Entra ID) for AVD related systems.
• Troubleshooting VDI and connectivity related issues with users and Site IT.
• Design and configuration of FSlogix and Mandatory user profile management in pooled VDI.
• Creating Hostpools, RG and Application groups manually and via Azure Devops.
• Worked on Azure Devops i.e ARM Templates, Azure Piplelines and creating Reops.
• Created documentation for SOPs, How-to and critical issue
• Implemented Scaling plan for Pooled VDI’s based on user load. Nothing but High availability of the VDI’s.
• Creating and updating Master VDI, capturing the disk snapshot and VM image and sealing the image and creating session hosts from the Azure Image galleries.resolutions. trained Level 1/2 resources

• Experienced Citrix Administrator with 7+ years of experience managing and supporting Citrix infrastructure, applications and virtual desktop deployments.

• Highly skilled in Citrix XenApp, XenDesktop, Storefront, Netscaler and other related technologies.

• Expert in troubleshooting Citrix environments and resolving technical issues.

• Proficient in creating and implementing Citrix policies and procedures.

• Adept at maintaining and optimizing system performance and reliability.

• Maintained production network according to company SLAs to fulfil agreed- upon client specifications.

• Performed tests on newly installed hardware and software to provide components that interface correctly with each other and network.

• Maintained documentation on configurations and maintenance in form of reports, component labelling and technical diagrams.

• Citrix Application & Desktop support via Service Now Tool
• Communicate with customers on regular basis via phone and email
• Manage and maintain ticket queues and meet SLAs for incoming tickets
• Resolving IT incidents and fulfilling service requests from users, looking after each logged request from start to finish, keeping user up to date on progress
• Technical and Team member for a XenApp Provisioning Services project (worked for APAC, EMEA & NAM Domains) consisting of L1, L2 and L3 tasks
• Provide onsite & remote support for customers to diagnose and resolve technical issues
• Microsoft Azure AD and Azure AD Connect
• Good understanding of Cabled and Wi-Fi Networking and can resolve VPN related issues
• Troubleshooting various Citrix issues of Published Applications, Thinapp applications, Desktops
• Implementing Weekend Changes and involving CAB call for change approvals
• Monthly OS and application patching of on-premises & VDI's
• Troubleshooting applications, system and network problems and helping to diagnose and improve user end support
• Continuously review and enhance current processes to improve -Operation 7 efficiency

• Responsible for the delivery of the technology support service for XenApp 6.0, 6.5 and XenDesktop 7.0, 7.6
• Hands on experience in PVS on creating a Vdisk master image and booting the Master targets with master image as an overall booting and change implementation process at various applications
• To assist users with any logged IT related incident which logged via ServiceNow ticketing tool
• To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary
• Management of Desktop Director, XenDesktop 7.0
• To accurately record, update and document the KB article to IT service desk system
• To create, maintain and publish Applications and Desktops via Citrix Cloud & Citrix Xendesktop
• Troubleshoot system and network problems, diagnosing and solving software faults

• Role is First Line Support within End User Technology team (Handling Support queries that come in via Phone call, Email and ServiceNow Chat) - If we are not able to resolve this at 'First point of contact' then support tickets would be escalated to Level 2 Support teams
• Responding to telephone and email incidents, queries and service requests in professional and courteous manner based on agreed SLA or OLA
• Logging of all works - ensuring incidents, queries and service requests are logged, prioritized, tracked and resolved within predefined Service Levels
• Assigning Desktops and Applications based on Service Request to End users
• Used ticketing systems to effectively prioritize end-user issues, minimizing equipment downtime
• Monitoring the Citrix servers and performing the sanity checks
• Involving in the Status Client update call about the Citrix farm health