Websites
Summary
Overview
Work History
Education
Skills
Accomplishments
Software
Projects
Certification
Timeline
Suraj Prasad Khilar

Suraj Prasad Khilar

Cloud And Virtualization Engineer
Bengaluru,Karnataka

Websites

Summary

Flexible Technical Support Engineer with over 5 Years of experience in troubleshooting computer software issues in customer-focused On-Premise, Cloud and Hybrid environments, monitoring, deployment and help Clients Maintain Smooth Operations. Adept at analyzing System performance and Security to drive optimal User Experience. Possesses comprehensive knowledge of standard operating systems, Citrix Products and Components, basic networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems. Successful at optimizing security standards, improving planning processes and managing systems implementation. Knowledgeable about disaster recovery planning, roadmapping and team development. Defined, built and maintained infrastructure using vendor-neutral and platform-specific tools.

Overview

5
5
years of professional experience
8
8
years of post-secondary education
2
2
Certificates
3
3
Languages

Work History

Technical Support Engineer

Citrix Systems, Inc.
Bengaluru
11.2021 - Current
  • Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Responded to 10+ support requests per Day from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Served as primary point of contact for support relating to owned solutions and products.
  • Work on Citrix enterprise and priority account cases for Citrix Cloud, Virtual Apps and Desktops, Provisioning, App layering.
  • Provide support to customers with troubleshooting, data analysis and root cause analysis.
  • Work on DNS, DHCP, SQL database, OS and application performance, networking related issues, active directory, Group policy.
  • Performed internal testing on new features of product and provide feedback to respective teams.
  • Create internal and public facing articles for newly found issues, different troubleshooting methods, isolation process, etc.
  • Documented faults and bugs for referral to development staff for use in updates.
  • Communicated with stakeholders to share critical technical information and deliver project updates.

Analyst

Deloitte India (Offices of the US)
Hyderabad
03.2021 - 11.2021
  • Assisting both US and USI Member firm employees with technical problems
  • Monitoring status and progress towards resolution of assigned Incidents
  • Performing Incident investigation diagnosis and resolution
  • Contributing to all stages of IT system development, from planning and installation to support and administration
  • Focusing on Microsoft exchange management, active directory maintenance, group policy configurations.
  • Performed system analysis, documentation, testing, implementation, and user support for platform transitions.
  • Supported users with software, hardware and network issues.
  • Managed service follow-up communications, confirming satisfactory resolution of customers' service requests via email and phone.
  • Performed troubleshooting of network connectivity for BYOD (Bring Your Own Device) participants, confirming successful connectivity and BYOD policy compliance.
  • Performed remote support tasks for mobile devices such as smartphones and tablets, correcting issues on iOS and Android.

Associate IT Support Engineer

British Telecommunications
Bengaluru
09.2019 - 03.2021
  • Assisting with detection and recording of possible Problems
  • Maintaining accurate hardware and software inventory and configuration information
  • Escalating process as necessary per established escalation policies
  • Keeping affected business partners informed about progress
  • Assisting with Completion of Service Requests
  • Deploying operating systems and software to client machines using Microsoft SCCM Server
  • Handling Password management for more than 70 applications
  • Developing and Supporting Custom report for internal Teams
  • Working with risk Modelling Team and IT Development teams to ensure issues are captured, tracked, prioritized and ultimately fixed.
  • Installed, configured, tested and maintained operating systems, application software, and system management tools.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Documented support interactions for future reference.
  • Answered customer support inquiries via specialized ticket tracking platforms.
  • Communicated with clients to verify roots and causes of computer problems.
  • Provided feedback to product development and engineering teams on customer needs and issues for enhancements.
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.

Trainee Associate

British Telecommunications
Bengaluru
09.2018 - 09.2019
  • Executed daily operations of answering questions solving new problems or finding workaround
  • Support BT customers internally for technically related issues
  • Set up Check-in Checkout sheet in excel to maintain inventory
  • Following up with different teams to update user cases and resolve issues for BT employees.
  • Attended training courses to build understanding of processes, techniques, and industry
  • Learned new materials, processes, and programs quickly
  • Shadowed senior team members to learn all related jobs and tasks
  • Troubleshot minor issues with office tools and equipment, escalating more serious problems to supervisor

Education

Bachelor of Technology - Electronics And Electrical

Kalinga Institute of Industrial Technology(KIIT) , Bhubaneswar, Odisha, India
06.2014 - 05.2018

7.27 GPA/CGPA

  • Continuing education in Electronics and Electrical Engineering
  • Member of KIIT MUN ( Model United Nations )
  • Elected Captain of KIIT University Football Team
  • Member of NSS ( National Social Service Scheme )

Intermediate - Science Education

Delhi Public School, Rourkela, Odisha, India
06.2012 - 04.2014

Final Grade: 71.20%

  • Elected Captain of School Football and Cricket Team
  • Elected as Sports Caption of School in 2013-14
  • Awarded Athlete of the Year in Annual Sports 2014

Matriculate -

Delhi Public School, Rourkela, Odisha, India
06.2010 - 05.2012

9.4 GPA/CGPA

Skills

Provides Active Directory and Password Management Supportundefined

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.
  • Represented KIIT University at ISM, Dhanbad & NIT, Rourkela Sports Fest and also awarded Champions of 11-a-side Football Tournament at Birla Global University & GITA.

Software

Microsoft Office 365

Salesforce

Basic SQL Database

IT Troubleshooting

DNS and DHCP

Citrix Virtual Apps and Desktop

Federated Authentication Service

Virtualization

Projects

  • Attended T2H training conducted by CITRIX for Technical Support Engineer at KIIT University.
  • Training on Software and hardware troubleshooting which included OS, DHCP and DNS Servers and basics of Networking.
  • 1 Month training on Basics of C Programming.
  • Project based upon Sensor Based Instrument for Pollution Monitoring System
  • Completed 1 Month Internship at Rourkela Steel Plant in Electronics and Instrumentation Department in 2016

Certification

Citrix Certified Associate - Virtualization ( CCA-V )

Timeline

Citrix DaaS on Citrix Cloud certification ( CC-DaaS-CC )

03-2024

Citrix Certified Associate - Virtualization ( CCA-V )

05-2023
Technical Support Engineer - Citrix Systems, Inc.
11.2021 - Current
Analyst - Deloitte India (Offices of the US)
03.2021 - 11.2021
Associate IT Support Engineer - British Telecommunications
09.2019 - 03.2021
Trainee Associate - British Telecommunications
09.2018 - 09.2019
Kalinga Institute of Industrial Technology(KIIT) - Bachelor of Technology, Electronics And Electrical
06.2014 - 05.2018
Delhi Public School - Intermediate, Science Education
06.2012 - 04.2014
Delhi Public School - Matriculate,
06.2010 - 05.2012

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Suraj Prasad KhilarCloud And Virtualization Engineer