Suraj Prasad Khilar
Bengaluru
Summary
Solution-focused Technical Support Engineer known for high productivity and efficient task completion. Possess specialized skills in network troubleshooting, software configuration, and system diagnostics. Excel in problem-solving, communication, and team collaboration, ensuring seamless operations, work ethic, exceptional interpersonal skills and client satisfaction. Proven ability to translate complex concepts into layman's terms enhancing user understanding.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Lead Engineer
HCL Tech ( Citrix Outsourced To HCL )
Bengaluru
04.2024 - Current
- Delivered comprehensive support to Citrix Priority Customers regarding environment concerns and Citrix product inquiries
- Enhanced product performance through the streamlining of design processes and implementation of automation tools.
- Performed routine maintenance on all hypervisors and related systems such as storage devices, networking components.
- Provided technical support for end users regarding their access to resources within a virtual environment.
- Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
Technical Support Engineer
Citrix Systems, Inc.
Bengaluru
11.2021 - 04.2024
- Assessed system hardware and software, suggesting modifications to reduce lag time and improve overall speed.
- Delivered instruction on use and application of features while assessing customer's configuration and needs, resulting in valuable recommendations for product selection to current or prospective clients.
- Handled various challenging Citrix enterprise and priority account cases encompassing Citrix Cloud, Virtual Apps and Desktops, Provisioning,
FAS,and WEM. - Worked on DNS, DHCP, SQL database, OS and application performance, networking related issues, active directory, and Group policy.
- Implemented and optimized Windows Server roles such as IIS and AD.
- Analyzed system logs for potential problems or errors related to system performance or security threats.
- Developed informative content on different troubleshooting methods, issue identification strategies, and isolation protocols for both internal and public use.
- Documented faults and bugs for referral to development staff for use in updates.
Analyst
Deloitte India (Offices of the US)
Hyderabad
03.2021 - 11.2021
- Provided technical assistance to employees from both US and USI Member firm.
- Executed platform transitions through system analysis, documentation, testing, implementation, and user support.
- Performed troubleshooting of network connectivity for BYOD (Bring Your Own Device) participants, confirming successful connectivity and BYOD policy compliance.
- Delivered remote assistance for mobile devices such as smartphones and tablets, rectifying problems on both iOS and Android platforms.
Associate IT Support Engineer
BT E-Serv (India) Private Limited
Bengaluru
09.2018 - 3 2021
- Escalating process as necessary per established escalation policies. Assisting with Completion of Service Requests
- Handling Password management for more than 70 applications
- Installed, configured, tested and maintained operating systems, application software, and system management tools.
- Championed end-user satisfaction surveys leading to targeted improvements in helpdesk operations.
- Developed and maintained user accounts, permissions, and access rights.
Education
Bachelor of Technology - Electrical And Electronics
Kalinga Institute of Industrial Technology (KIIT)
Bhubaneswar, India04.2018
Higher Secondary Certificate - Science
Delhi Public School
Raurkela, India04.2014
Matriculate -
Delhi Public School
Raurkela, India04.2012
Executive MBA - General
Indian Institute of Management
Visakhapatnam, APSkills
- Virtualization
- Technical Troubleshooting
- Windows Servers
- Process Improvement
- System Configuration Changing
- Teamwork and Collaboration
- Technical Analysis
- Technical Support
- Issue Identification
- MS Excel
- ITIL
- Basic Programming Languages: R, Python
- DNS, DHCP, HTTP
- Networking ( SSL, TCP, UDP )
- Understanding of SQL
- Active Directory knowledge
- Problem-Solving
- Single Sign On ( FAS, SAML etc )
Accomplishments
- Achieved the Highest Year End Rating i.e 1 by meeting all the KPIs with accuracy and efficiency.
- Got Promoted one level up to Priority Support Engineer to work and deal with Priority accounts and Customers
- Secured a spot in Top 5 Engineers List in the leaderboard for Consecutive Quarters and and got rewarded for the Same by the Organization
- Rewarded Extra Mile Award Multiple times for maintaining the best Net Promoter Score and Quality Scores.
Certification
- Citrix Certified Associate - Virtualization ( CCA-V )
- Citrix DaaS on Citrix Cloud Certification ( CC-DaaS-CC )
- ITIL® 4 Foundation: Introduction
- ITIL® 4 Foundation: Key Concepts of Service Management
Languages
Oriya
First Language
English
Proficient (C2)
C2
Hindi
Upper Intermediate (B2)
B2
Timeline
Lead Engineer
HCL Tech ( Citrix Outsourced To HCL )
04.2024 - Current
Technical Support Engineer
Citrix Systems, Inc.
11.2021 - 04.2024
Analyst
Deloitte India (Offices of the US)
03.2021 - 11.2021
Associate IT Support Engineer
BT E-Serv (India) Private Limited
09.2018 - 3 2021
Bachelor of Technology - Electrical And Electronics
Kalinga Institute of Industrial Technology (KIIT)
Higher Secondary Certificate - Science
Delhi Public School
Matriculate -
Delhi Public School
Executive MBA - General
Indian Institute of Management
- Citrix Certified Associate - Virtualization ( CCA-V )
- Citrix DaaS on Citrix Cloud Certification ( CC-DaaS-CC )
- ITIL® 4 Foundation: Introduction
- ITIL® 4 Foundation: Key Concepts of Service Management
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