As a Senior Escalation Engineer at Citrix, I provide technical support and guidance to customers and partners who use the company's cloud and virtualization solutions. I troubleshoot complex issues, identify root causes, and implement best practices to ensure customer satisfaction and retention. In the past two years, I have resolved over 500 cases, improved the resolution time by 20%, and received positive feedback from clients and partners.I have a strong background in software infrastructure, Linux, Ubuntu, Windows, Azure, Citrix, Active Directory, PKI, Netscaler, PowerShell, IAM, SQL, Microsoft Entra ID, Office 365, Docker, Kubernetes which I developed through my previous and current role at Microsoft as a Technical Advisor and an Directory Services Engineer. I also hold multiple Microsoft certifications in Azure, Microsoft 365, and Security, Compliance, and Identity.I am passionate about learning new technologies and enhancing my skills in the cloud and virtualization domain. My goal is to leverage my technical expertise and customer service skills to deliver high-quality solutions and services to Citrix's clients and partners, and to contribute to the company's growth and innovation.
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Microsoft 365 Solution DesignerNokiaBengaluru, Ka, In -
Project LeadPersistent Systems Mar 2024 - Jul 2024Bengaluru, Karnataka, IndiaLeading cross-functional teams to ensure alignment with project goals and objectives. Oversaw Entire life cycle of Solutioning Including Pre-sale consulting, project planning, Implementation Quality assurance and Post-Implementation Operation reviews with customers. Lead cross-functional engineering teams in the strategic planning and execution of projects, optimizing resource allocation and technical expertise to achieve project milestones and drive engineering excellence within the organization. Developing and executing strategic project plans considering organizational priorities and resource constraints. Managing stakeholder relationships to gather requirements, address concerns, and ensure ongoing support for project initiatives. Identifying project risks and implementing mitigation strategies to minimize potential impacts on project deliverables, timelines, and budgets. Implementing quality assurance processes and controls to monitor project deliverables and ensure compliance with quality standards and requirements. Allocating project resources effectively, including budget, personnel, and equipment, to optimize project performance -
Senior Escalation EngineerCitrix Dec 2021 - Mar 2024Bengaluru, Karnataka, IndiaDeliver extensive support for Citrix VA/VD Infrastructure and Hybrid Cloud Infrastructure, with a focuson SSO, MFA, PKI, and Microsoft Azure AD, ensuring seamless operations.Troubleshoot issues for SQL Servers, Connection Strings, and Application Performance, ensuringseamless operations.Manage Citrix PVS/MCS Services for Creation/Management of VMs, optimizing virtualizedenvironments.Implemented disaster recovery protocols for SQL Servers, ensuring minimal downtime during criticalincidents, a crucial addition showcasing expertise in infrastructure management and operationalcontinuity.Achievements:Successfully resolved critical issues related to application performance, VM performance, and bootissues, ensuring uninterrupted operations. -
Technical AdvisorMicrosoft Feb 2020 - Dec 2021Bengaluru, Karnataka, IndiaCreated technical development plans for team members to bolster their technical proficiency, enabling them to effectively support customers. Collaborated with the team manager and director to oversee training needs, conducted triages on specialized technologies, reviewed aged cases considering various business parameters such as time to close and time to resolve. Formulated strategies for improvement in these areas.In summary, I conducted internal training sessions, generated technical content, and managed escalations for intricate issues. Ensured the seamless progression of complex cases and simultaneously devised and implemented technical development plans for over 20 new hires, demonstrating a dedicated commitment to professional advancement and team growth. -
Active Directory EngineerMicrosoft Oct 2018 - Dec 2021Bengaluru, Karnataka, IndiaDesigned and deployed WHFB Key-trust, certificate-trust deployment, enhancingsecurity in the customer environment. SME – Public key infrastructure, DFSR andSlow boot, slow logon.
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Software EngineerHexaware Technologies Jul 2015 - Oct 2018Managed and Maintained Active directory domains with multiple forests, ensuring high availability andsecurity.Troubleshot issues related to Replication, Kerberos, and FSMO Roles, ensuring seamless operations.Achievements:Developed and modified PowerShell scripts for account lockout, user provisioning, and AD healthmonitoring, enhancing operational efficiency.
Nikhil Dwivedi Education Details
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Electrical, Electronics And Communications Engineering -
Electrical, Electronic And Communications Engineering Technology/Technician
Frequently Asked Questions about Nikhil Dwivedi
What company does Nikhil Dwivedi work for?
Nikhil Dwivedi works for Nokia
What is Nikhil Dwivedi's role at the current company?
Nikhil Dwivedi's current role is Microsoft 365 Solution Designer.
What schools did Nikhil Dwivedi attend?
Nikhil Dwivedi attended Global Nature Care Group Sangathan Institution, Jabalpur, Global Nature Care Group Sangathan Institution, Jabalpur.
Who are Nikhil Dwivedi's colleagues?
Nikhil Dwivedi's colleagues are Dhananjay Kumar, Yasmin Parvin, Somnath Das, Zoltán Kóródi-Tölgyesi, Cemil Sen, Tony Yu, Pmp, Dhanapal E.
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Nikhil Dwivedi
Gurgaon1yahoo.com -
Nikhil Dwivedi
General Manager (Retd)Helicopter Division , Hal, Bengaluru At Hindustan Aeronautics LimitedgeBengaluru2hal-india.com, yahoo.co.uk -
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