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
7
7
years of professional experience
1
1
Certification
Work History
Lead Engineer
HCL Tech ( Citrix Outsourced To HCL )
04.2024 - Current
- Delivered comprehensive support to 30–50 Citrix Priority Customers, handling high-severity (P1/P2) infrastructure issues across virtualization, networking, and OS layers.
- Provided enterprise-level technical support for Citrix virtualization environments supporting 100+ VMs, troubleshooting OS, networking, authentication, and infrastructure-related issues while managing 8–10 active cases per day and consistently meeting SLA targets.
- Enhanced product performance through the streamlining of design processes and implementation of automation tools.
- 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.
- Participated in troubleshooting scenarios involving backup failures, restore dependencies, storage availability, and infrastructure readiness in virtualized environments.
Technical Support Engineer
Citrix Systems, Inc.
11.2021 - 04.2024
- Assessed system hardware and software across enterprise Citrix environments, recommending configuration changes that reduced performance issues and improved response times for multiple priority customers.
- Delivered technical guidance to 20–40 enterprise customers, analyzing configurations and requirements to provide actionable recommendations for product usage and optimization.
- Handled 8–12 active enterprise and priority cases per day, supporting Citrix Cloud, Virtual Apps and Desktops, Provisioning Services, FAS, and WEM while consistently meeting SLA and quality targets.
- 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 product defects and recurring issues with detailed logs and reproduction steps, enabling faster analysis and fixes by engineering teams.
- Worked extensively on infrastructure-level issues involving OS, networking, virtualization, and backend components.
- Performed troubleshooting across multi-tier environments including application, OS, network, and database layers.
Analyst
Deloitte India (Offices of the US)
03.2021 - 11.2021
- Provided technical assistance to US and USI member firm employees, handling 25–40 support requests per day across hardware, software, and connectivity-related issues while maintaining SLA compliance.
- Executed platform and system transitions through structured system analysis, documentation, testing, implementation, and post-deployment user support, ensuring minimal disruption to business operations.
- Performed troubleshooting of network connectivity and authentication issues for BYOD users, validating successful access and compliance with organizational security and device policies.
- Delivered remote technical support for iOS and Android mobile devices, resolving configuration, access, and application-related issues for enterprise users.
- Supported enterprise-scale environments, collaborating with cross-functional IT teams to ensure timely resolution of incidents and consistent service delivery.
Associate IT Support Engineer
BT E-Serv (India) Private Limited
09.2018 - 03.2021
- 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
MBA - General
Indian Institute of Management
Visakhapatnam, AP03-2026
Bachelors 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
Skills
- Virtualization (Citrix, Hypervisors, Storage & Networking components)
- Incident, Problem & Escalation handling
- Windows Server 2016 / 2019 / 2022 / 2025
- DNS, DHCP, TCP/IP, SSL, HTTP/HTTPS
- Cross-functional teamwork
- VMware vSphere concepts (ESXi, vCenter)
- Linux Basic Concepts
- Networking ( SSL, TCP, UDP )
- Log analysis & diagnostics (Windows / application logs)
- Cloud fundamentals (IaaS, SaaS concepts)
- Active Directory, Group Policy, IIS
- System configuration management
- Authentication & Authorization Concepts
- Single Sign On ( FAS, SAML etc )
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
Accomplishments
- Achieved the highest year-end performance rating (Rating 1) by consistently meeting 100% of defined KPIs with high accuracy, efficiency, and quality standards.
- Promoted to Priority Support Engineer in recognition of strong technical expertise and ownership, entrusted with handling business-critical and priority customer accounts.
Languages
English
Proficient (C2)
C2
Hindi
Upper Intermediate (B2)
B2
Oriya
Bilingual or Proficient (C2)
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 - 03.2021
MBA - General
Indian Institute of Management
Bachelors of Technology - Electrical And Electronics
Kalinga Institute of Industrial Technology (KIIT)
Higher Secondary Certificate - Science
Delhi Public School
Matriculate -
Delhi Public School