Customer Service Citrix
Resume:
PARTHASARATHY ARAVAMUDHAN
224-***-****/***********@*****.***
linkedin.com/in/parthasarathy-aravamudhan
1
SUMMARY
Having more than 15 years in engineering, designing and implementing of customized solutions and troubleshooting of complex information systems management.
Experience in eliciting/translating the client requirements and expertise of customer service, multitasking and maintaining client SLAs.
Excellent communication and interpersonal skills with proven abilities in resolving networking, hardware and software related issues.
ITIL foundation Certified: provided various support service areas for incident, request, problem, change, release, and configuration management.
Microsoft Certified: Azure Fundamentals and Microsoft Specialist: Implementing Microsoft Azure Infrastructure Solutions Certified in AWS Foundation.
Involved upgrades of Citrix servers and migrated the Citrix servers to Azure.
Experienced in supporting Citrix products including 7.x/6.5/6.0/5.0, Presentation Server 4.5/4.0 both in physical and virtual environments, Secure Gateway, Access Gateway, Netscaler (Physical/Virtual), EdgeSight, Web interface/storefront, UPM, PVS and licensing, and Microsoft SCCM on Windows Server/Desktop Patch Management and VMware products like VMware Horizon View 7 - VDI, AirWatch Mobile Device Management and working knowledge of O365.
Administrating AppSense for virtual user environments for enterprise desktop infrastructure, from user rights management to personalization settings.
Datacenter Management (Hands&Feet Support) of servers and network devices racking, cabling (copper and fiber), decommissioning and troubleshooting hardware issues.
Involved in migrating the Citrix XenApp 7.5 and supported servers like storefront, polices, load balancing, load evaluators, Edgesight, and published the applications as per client requirements. EDUCATION
Masters in Computer Applications - Madras University, India SKILLS
Virtualization
Citrix, XenApp 7.15, XenApp 5.0-6.5, and Citrix Presentation Server 4.0/4.5, Secure & Netscaler Access Gateway, AppSense, Web Interface, Storefront, UPM, PVS, Citrix Licensing/Terminal Services (RDS), Windows 2003-2008 Server Security/Permissions, VMware, VMware Horizon View 7 – VDI. Operating Systems
Desktop OS: Microsoft Windows 8.1, 10, 11 Server OS: Windows 2008/2012/2016 Server Edition. Datacenter Management
Tapes management – load/unload the Mainframe and TSM tapes. Send and collect the tapes to Iron Mountain Racking/Un-racking the devices. Running cables (Copper and Fiber) Tagging the label on the cables. Checking the cables and devices status for any issues. Rebooting the devices in case of the hung state. Device Management
Air-Watch, MS Intune & O365
PARTHASARATHY ARAVAMUDHAN
224-***-****/***********@*****.***
linkedin.com/in/parthasarathy-aravamudhan
2
EXPERIENCE
Hexaware Technologies
Client 3 January, 2019 – Present System Architect – Chicago, USA As a System Architect, I am responsible on supporting Citrix environment, VMware and other products as below:
Leading the team and delivering the support on Citrix XenApp 5.0/6.5 & XenDesktop 7.15, Netscaler 12, PVS 7.15, Web Interface, AppSense, Citrix Licensing/Terminal Services (RDS) and WINDOWS 2008/2012 Security/Permissions.
Managing Multiple Citrix Farms/Sites with Citrix policies, Load balancing and Load evaluators, Citrix hotfix management, planning, installing and troubleshooting of Citrix servers.
Administrating AppSense for virtual user environments for enterprise desktop infrastructure, from user rights management to personalization settings.
Managing 1800+ Virtual Desktops and 300+ published applications with PNAgent support.
Proactively fixing the issues by monitoring the VDIs and apps from Citrix Director.
Managing the golden templates from PVS and vCenter for the applications installation and windows patch update.
Installing applications on the XenApp servers and published based on the client’s request.
Involved in upgrading of Citrix servers and migrated the Citrix servers to Azure.
Managing Netscaler/Access Gateway configured for ICA Proxy and Managing Secure Gateway/Certificates renewal.
Leading the EDI Team (Electronic Data Interchange) of GlobalSCAPE and Control-M
Administrating and managing O365, Teams and Intune.
Datacenter Management (Hands&Feet Support) of servers and network devices racking, cabling (copper and fiber), decommissioning and troubleshooting hardware issues. Client 2 March, 2017 - December, 2018
Managed the Desktop pools and provisioning the VDIs based on the request.
Installation, configuration, and deployment of Horizon View 7 components like Connection server, View Composer, Security Server, UEM Server, etc.
Creating and Deploying VM from Templates and preparing VDI Templates which includes necessary agents to be deployed as VDI Machines.
Responsible of upgrading the Horizon View to newest version.
Assign and configure respective groups’ members to access VDI.
Installation of OS, configuration, administration and troubleshooting of VMs from vCenter.
Used third party tools to optimize the Windows 10 OS.
Creating and managing VMs, templates, snapshots and cloning the windows 7 & 10, and server 2008/2012/2016.
Monitoring and troubleshooting problematic VMs to ensure VM availability for the users.
Increasing the CPU, RAM and HDD on the vCenter based on the client’s requirements.
Managing all the requests related with AirWatch, registering the users and enrolling the devices on the AirWatch Console. Supporting User, Device, Email Management (Exchange and 0365), etc.
Managing profiles and publishing the IOS/Android apps and web links to the user groups. PARTHASARATHY ARAVAMUDHAN
224-***-****/***********@*****.***
linkedin.com/in/parthasarathy-aravamudhan
3
Client 1 May, 2015 - Feb, 2017
Worked as a technical lead for this project by delivering the support on Citrix XenApp 6.5 and XenDesktop 7.0, Netscaler VPX 200 (Virtual), Edge Sight, Web Interface, UPM, Citrix Licensing/Terminal Services (RDS), Windows 2008 Security/Permissions, etc.
Managed Multiple Citrix Farms with Citrix policies, Load balancing and Load evaluators Citrix user profiles
(UPM), Citrix hotfix management, planning, installing and troubleshooting of Citrix servers. Publishing and managing applications.
Managed Netscaler/Access Gateway thru configured for ICA Proxy and Managing Secure Gateway/Certificates.
Co-orientated with the testing team on the client’s end, to perform the application test before getting installed on the Citrix servers.
I was a part of creating an automation tool for generating Citrix usage reports as a value-add services to the Client. Using this automation method, the client is having the benefit of saving 33K per year on avoiding purchasing of Citrix platinum licensing, which helped me to present on the Brainbox event and won the 3rd prize out of 166 participants.
Sent reports to the client of the scalability of the Citrix license and application usability.
Attended the daily/weekly meetings internally to provide the ongoing issues/updates. Participating on the CAB meeting to discuss about the required changes at the client’s end. HCL Technologies
Sep, 2012 – May, 2015 Technical Specialist
As a technical specialist, I was responsible for managing multiple clients with different versions of Citrix farms.
Managed Citrix environment for multiple clients, being a part of shared services, and provided planning, implementation, maintenance and administration of Citrix infrastructure
Provided support for Citrix Presentation Server 4.0/4.5, XenApp 5.0-6.5, XenDesktop 7.x, Secure/ Netscaler
(MPX5500) Access Gateway, Edge Sight, Web Interface, UPM, Citrix Licensing/Terminal Services (RDS), PVS and Windows 2003-2008 Security/Permissions
Managed Multiple Citrix Farms for different clients with Citrix policies, load balancing and load evaluators, Citrix user profiles (UPM), Citrix hotfix management, planning, installation and troubleshooting of Citrix servers.
Published and managed applications
Managed Access Gateway configured for VPN/ICA Proxy, and Secure Gateway and Certificates
Set up all Citrix XenApp 6.5 and supported servers including Storefront, Polices, load balancing, load evaluators, Edgesight, and publishing the applications as per client requirements
Promoted to shift lead: assisted the team with maintaining the ITIL process and on the escalation matrix
Participated in daily/weekly meetings with the client to discuss pending incidents, change/problem status and explain how the issues were caused.
The Cram Group, India
May 2011 – Dec 2011 Support Analyst
I was on training for the application like Primavera, Encompass, Meridian Products - Prolog Manager, Prolog Converge and Prolog Website
Supported from offshore on the Citrix presentation server and Active Directory. Tracked and analyzed the customer cases, prioritizing the issues and responding to the customer by phone/email within the specified timeframe.
Escalated cases to third party support and followed up through resolution. PARTHASARATHY ARAVAMUDHAN
224-***-****/***********@*****.***
linkedin.com/in/parthasarathy-aravamudhan
4
Aspire Systems, India
July, 2010 – May 2011 Senior Support Executive
As a Support Analyst, I was responsible for supporting the below products.
Delivered IT Services Management solutions based on ITIL Service Support
Provided support for incident, request, problem, change, release, configuration management, service desk and user provisioning
Created, modified and deleted employee information using Windows AD via Citrix Servers
Delivered support on Citrix Presentation Server, Active Directory, Terminal Services, and Windows security/permissions
Tracked and analyzed customer cases, prioritizing the issues and responding to the customer by phone/email within the specified timeframe
Escalated cases to third party support and followed up with them through resolution CSS corp. India
Oct, 2006 - Mar, 2010 Escalation Lead
As an Escalation Lead, I was providing L1 & L2 Technical Support on wired/wireless products for Netgear and Belkin over the phone, my profile was to take care of USA, Canada & UK Customers.
Setting up the customer’s networking equipment and focusing on providing the Network Hardware and Software solutions for wired & wireless products - Adapters, Routers, Modems, Switches, Access Points, Print Servers, Power Line Adapters, Network Hubs, VOIP, Skype Phones & Network Storage Devices (SAN & NAS), which also includes like Customer Handling Skills, Customer Satisfaction, Process Management, Multitasking, Educating, Bug Filing & Product Testing.
I was undergoing training at the Customer Service Desk at Netgear’s Head Office - California, USA, by handling all Customer Service Escalations from the various support centers.
Newly launched products were trained by the L3 Support Engineers at corporate office in order to take the same training back to the support center in India. Tested number of NETGEAR Devices for bugs, created simulators, screenshots and training presentations for the L1 Technical Support Engineers.
Helping the agents on providing solutions for escalated and complex issues from a technical and customer service front. Helping the Team Lead on maintaining the Average Talk Time (ATT), Customer Satisfaction Survey (CSAT) & First Call Resolution (FCR).
Imparting my knowledge and experience to 150 New Hires by training them on Networking Concepts, Conducting Practical LAB Sessions & Providing Mock Calls to deliver the delighted customer support experience.
Handled more than 25 support member’s team by providing them the best directions, motivations and new ideas to achieve the goals on a daily basis.
Live and offline monitoring the agent’s calls and measuring, calculating and scaling their performance in a Quality Monitoring Feedback (QMF) sheet. Ensuring the agents were providing the accurate troubleshooting steps, followed all the QMF parameters and process on calls.
Providing the feedback to the agents and ensuring that they were not repeating their mistakes again and ensuring the Service Level Agreement (SLA) that meets the client’s requirement on a daily basis.
2007 Best Tech Award for Customer Satisfaction and 2008 Best Tech Award for Customer Handling Skills.
Awarded as a Best Technical Support Engineer and the company sponsored to visit the Netgear’s Head Office - California, USA (October, 2007 - January, 2008). PARTHASARATHY ARAVAMUDHAN
224-***-****/***********@*****.***
linkedin.com/in/parthasarathy-aravamudhan
5
Teem Brains Technology, India
Aug, 2005 - Oct, 2006 System Administrator
Handled more than 40 workstations and 4 servers - Windows 2000 Server (Domain), Front-End Server
(Visual Source Safe), Back-End Server (Oracle & SQL) & Antivirus Deployment Server (Norton Anti-Virus & Firewall).
Configured the firebox router using an application called ‘WATCHGUARD’, this application was used to block/unblock the internet connection to the employees. Website hosting would be done using the static External IP for sample usage for the clients.
Network Server Systems and Employee’s systems were totally protected with the Symantec Anti-Virus Network Deployment. The Application & Database Servers were fully secured with Windows 2000 Server and some products like IIS, MS Frameworks, MS VSS, MS Dot Net, MS SQL Server, Oracle9iAS, & Java.
The employees were not allowed to enter the server anonymously without the proper authorizations and authentications.
Handled 3 USA client’s servers (World Wide Cash Now, Best Cash Advance & Best Pay Day Loan) on maintaining the Applications, Databases, Internet Information Services (IIS), Mail Server’s Application, Anti-Virus Application, and taking backups of the application & database through VPN to prevent from virus, Anti-Spy and Hackers.
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