Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

SHOMYA

NEW DELHI

Summary

Accomplished Technical Support Engineer with a proven track record at VMware/omnissa, specializing in VMware Horizon and Windows Server management. Expert in troubleshooting and performance analysis, leveraging Sysinternals tools and Active Directory expertise. Demonstrated ability to enhance user authentication processes and resolve complex technical issues, ensuring high customer satisfaction. Skilled communicator and collaborator, adept at driving seamless operations across teams.

Overview

6
6
years of professional experience

Work History

Techinical Support Engineer 2

Vmware/omnissa
Bangalore
07.2023 - Current
  • Troubleshot VMware Horizon, vCenter, and associated products by leveraging skills and combining them with internal and external research.
  • Resolved networking issues affecting VMware Horizon, leveraging knowledge of TCP/IP protocols and network segmentation to isolate and resolve network issues.
  • Identified and resolved DNS resolution failures affecting the VMware Horizon client. Connectivity through DNS query analysis using Wireshark, ensuring the correct resolution of Horizon server hostnames.
  • Managed SSL certificates for VMware Horizon servers, including renewal and troubleshooting certificate chain issues, ensuring secure client-server communications, and compliance with industry standards.
  • Integrated VMware Horizon with Microsoft Active Directory, configuring group policies, and organizational units to enforce security policies and streamline user authentication processes.
  • Troubleshot and resolved authentication issues in a VMware Horizon environment, utilizing LDAP and Kerberos protocols to streamline login processes and enhance user experience.
  • Troubleshot authentication issues between VMware Horizon and Horizon Cloud. Applications by verifying and updating REST API authentication tokens and credentials.
  • Resolved single sign-on (SSO) failures in VMware Horizon environments by verifying SAML assertion attributes and ensuring alignment with user attributes stored in Active Directory.
  • Install and configure applications, including VMware servers, on Windows platforms.
  • Provide RCA (Root Cause Analysis) reports to Tier-1 customers.
  • Communicated effectively with clients to understand their technical issues. Requirements include delivering prompt and accurate resolutions to maintain high customer satisfaction levels.
  • Collaborated with internal developer teams and external third-party vendors to identify, troubleshoot, and resolve technical issues promptly, ensuring minimal disruption to operations.

Windows Support Engineer

Concentrix- Microsoft EPS
Gurgram
10.2021 - 07.2023
  • Working as a Windows Engineer in Enterprise Platform Support.
  • As part of the Enterprise Platforms Support team, providing high-end technical support to system administrators working on Windows Server 2008, 2012 R2, along with Windows Client Operating Systems such as Windows 8.
  • The issue that I troubleshoot as a Windows Engineer consists of server down/no boot, hang situations, complex Active Directory, kernel memory leak, WSUS, and server product.
  • Expertise in high CPU/memory usage, memory leaks, Windows and third-party application performance issues such as hangs or crashes, server hangs, server crashes, random reboots, bug checks, no boot situations, user experience and shell, start menu and taskbar customizations, user profile management, slow boot times, and slow logins.
  • Experience working with multiple hypervisor technologies, such as VMware, Hyper-V, Azure, AWS Cloud, and Nutanix, etc. And helped collaborate with partners and customers to resolve the problems.
  • Expertise in tools like Performance Monitor, Process Monitor, Xperf, Windows Performance Recorder and Analyzer, Sysmon, Autoruns, Process Explorer, WinDbg, Live KD, TSS tools, and PSExec, as well as escalated cases.
  • Conceptual and Lab test knowledge of backups (VSS). Aware of creating backups via snapshots on various virtualization platforms, such as VMWare and Hyper-V.
  • Have experience in issues related to the Start menu not working.
  • Language Pack issue.
  • Little experience regarding the Start menu not working.

Engineer Support

Sopra Steria Sector-135, NOIDA, Uttar Pradesh
Noida
04.2021 - 10.2025
  • Assisting with the detection and recording of possible problems.
  • Keeping affected business partners informed about the progress.
  • Trained on Oracle, Oracle BI (Business Intelligence), and infra-related issues.
  • Troubleshooting computer and application problems, and resolving issues whenever possible. And escalate to the appropriate team when needed. Ownership of all high-priority incidents involves escalating to management, communicating status to the business, tracking the resolution process, and following up with the user upon resolution.

Junior IT Analyst

HCL Technology, NOIDA, Uttar Pradesh
Noida
10.2019 - 03.2021
  • I worked as an Analyst (Support Executive) in the HCL-based project, STAPLES. Application Installation and Upgrade.
  • Some basic knowledge of the Vasco application, ARS, IDM, Salesforce, Apollo, and AS400.
  • Basic troubleshooting knowledge of the Microsoft Exchange application.
  • Entered commands and observed system functions to verify correct operation and detect the error.
  • Escalating high-priority issues to rapid response and recovery teams. Used the ticketing system to manage and process actions taken.

Education

Bachelor of Technology - Electronic And Communication

Greater Noida Institute Of Technology
Greater Noida
07-2019

PCM - Higher Secondary Education PCM

Karl Huber-sector-62, Noida, UP
Noida
06-2015

High School Diploma -

Bal Bharti Public School , Noida, UP
Noida
05-2013

Skills

VMware Products

  • Experienced in VMware Horizon (on-premise and cloud, vCenter Server, and VMware Cloud
  • Virtual Machine Management
  • End User Management

Authentication:

  • Proficient in configuring and troubleshooting VMware Horizon True SSO Troubleshooting experience with VDI solutions integrated with identity providers (IdPs) for Seamless user authentication using protocols such as SAML, OAuth, or Kerberos

Windows Server and Active Directory

  • Proficient in managing Active Directory (AD) domains, including user and group management, and skilled in designing and implementing group policies
  • Performance Analysis: Windows Performance Administration, Disk/Storage Performance
  • Sysinternals tools management
  • Basic debugging skills

Accomplishments

● Delivered multiple triages for team on

multiple sysinternal tools and analysis.

● Helping team in escalated calls and

providing hands on support whenever

required.

● Excellent communication and technical

skills and because of that am able to

handle any situations and mostly handle escalated cases.

  • CSATs in all the tech support.
  • Consistently handled high volume and was the most productive.

Timeline

Techinical Support Engineer 2

Vmware/omnissa
07.2023 - Current

Windows Support Engineer

Concentrix- Microsoft EPS
10.2021 - 07.2023

Engineer Support

Sopra Steria Sector-135, NOIDA, Uttar Pradesh
04.2021 - 10.2025

Junior IT Analyst

HCL Technology, NOIDA, Uttar Pradesh
10.2019 - 03.2021

Bachelor of Technology - Electronic And Communication

Greater Noida Institute Of Technology

PCM - Higher Secondary Education PCM

Karl Huber-sector-62, Noida, UP

High School Diploma -

Bal Bharti Public School , Noida, UP

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