Technical Consultant
Citrix
Total years of experience :4 years, 5 Months
Incident management - resolve incidents received from the customer (in alignment with SLA’s) and/or that were created to address alerts from the CMS monitoring system.
Change management - attend weekly customer change review board meetings, write/submit change tickets, perform changes during customer change windows (typically after-hours).
Problem management - analyze customer’s incident history to determine if any trends/patterns represent an underlying problem, and if so, work with customer to initiate an effort to address.
Event management - investigate alerts received from the CMS monitoring system and determine proper actions to address these alerts.
Request fulfillment - fulfill Citrix-related service requests received from the customer.
Environment management - functions include managing/administering Citrix technologies and components within the production environment, updating Citrix environment documentation, applying approved firmware and patch updates to Citrix components, assessing the health of and making recommendations to optimize the Citrix platform, and providing Citrix thought leadership.
Reports - deliver weekly, monthly, and quarterly reports containing key ticketing system metrics and other information relevant to decision-making.
Troubleshooting, resolving, and closing all critical and high-severity (P1/P2) incidents.
Troubleshooting, resolving, and closing all incidents that are escalated from the Service Desk.
Performing normal and emergency changes as defined by the client.
Fulfilling service requests that can be implemented via a normal change.
Maintaining accurate and timely ticketing system data (e.g. detailed ticket notes, accurate ticket status, following up on tickets to avoid excessive ticket ageing, etc.).
Configuring and managing the monitoring solution for Citrix and related ancillary technologies, including helping to establish baselines and adjusting threshold values as needed.
Incident Management, VMWare ESXi - NDS/NDC (Win7 x64/x32, Win10 x64, Ubuntu 14.0.2)
Citrix, Citrix Xen Desktop/Server, iOS/ Android - Orbit Suite, Exchange Server 2010, 2013
AD Tool Box - Active Directory, Request Entitlements, Project Share, App Group
Iridium, App Store, Marimba - SCCM 2012
RSA Secure ID - Android, BlackBerry, iOS
Service Desk Analyst for Shell Petroleum
Level 1 Troubleshooting for Shell internal users globally.
Remote Desktop Connection
AT&T Connection Setup
Application Installation & Uninstallation
Citrix XA/XD Troubleshooting
VM Ware - Airwatch Administration
Technical Support Engineer for Microsoft
Windows - Installation, Configuring Printers, DialUp Connection
Office - 2015 and O365 Installation and Troubleshooting
Completed on 21 July, 2014
B.Tech Electronics & Communication Engineering 2011 62.52%
Senior Secondary (12th) CBSE 2007 61.60% with a major in Physics, Chemistry, Bioogy And Mathematics
10th Standard CBSE