Afsana I. Email & Phone Number

Abu Dhabi, United Arab Emirates

▪ Deliver the best customer experience by conducting bug checks, identifying and resolving bottleneck, performing a root cause analysis and suggesting improvements.▪ Act as trusted advisor and respond to product related queries from customers, provide suggestions accordingly and find solution to technical challenges and custom requirements.▪ Implement best practice solutions and facilitate customers with migration of their on-premises infrastructure and physical/virtual machines to Cloud▪ Join customer’s on-call bridge and meetings with other vendors (such as Microsoft, McAfee, Okta) in the event of multiple products and technologies. ▪ Maintain lab to reproduce customer issues and conduct testing with various versions of theproduct.▪Performing advanced problem analysis, scope and isolate problem for customers from North America ranging from moderate to critical complexity and small to large size enterprise without any supervision.▪ Update the knowledge base by creating/editing existing technical documentations.▪ Work as a team with other engineers who may need assistance working on a case to facilitate quick resolution for customers.▪ Mentoring the new hires on general troubleshooting skills, customer management and case handling process.▪ Independently handling critical severity 1 cases during regular business hours as well as off-hours/weekend and driving to a resolution.▪ In the event of security vulnerability reported, address the potential threat and install hotfix and/or implement solutions accordingly.

Part of the Campus Training program conducted by Citrix from June, 2017 to July 2017 in the premises of Nitte Mahalinga Adyanthaya Memorial Institute of Technology, Karnataka on the following topics:• OS [Windows] fundamentals • Networking fundamentals • Netscaler – Application Delivery Controller • XenApp / XenDesktop – Desktop & Application Virtualisation

• Received training in object-oriented programming principles and concepts as a part of summer internship in college.• Created mini project using the syntax of Java programming language under trainer’s guidance.

Bachelor Of Engineering - Be, Computer Engineering

Education record