Roles and Responsibilities:Create and develop educational content for eLearning platforms, including Pluralsight, focused on Citrix products.Deliver product training to employees and partners on new versions, features, and components of Citrix Virtualization solutions.Collaborate with Product Management and Product Release teams to create training materials for new product features and updates.Lead the instructional design process to create both eLearning and instructor-led training courses.Conduct webinars and workshops for engineers, providing in-depth technical training on troubleshooting Citrix products and technologies.Design and structure course curricula for Citrix products, including CVAD, DaaS, Citrix PVSDevelop Citrix certification courses and exams for customers, partners, and internal teams.Design and maintain hands-on labs for training, providing practical education on Citrix products both for on-premises and cloud environments.Announce product releases, security updates, and trending issues to support teams.Collaborate with cross-functional teams, including Supportability, Product Management, and Consulting, to align training initiatives with organizational goals.

Roles and Responsibility Tech Lead for the APAC Priority Support team, Mentor engineers, leading hiring interviews. Oversee daily case assignments and handoffs, ensuring zero errors and smooth operations. Collaborate with TLs and Managers across NA and EMEA regions to share knowledge and ensure consistency in support processes. Manage weekend schedules, keeping engineers informed and providing weekly updates to management. Monitor live queues (Software and DN), allocating resources as needed to maintain case flow. Assist engineers with troubleshooting and resolving lab issues to ensure smooth operations. Conduct process training for engineers transitioning from the select team to the priority support team. Provide support during critical production-down situations, helping customers restore their environment quickly. Support database migrations (SQL) and XenApp upgrades from legacy versions to the latest releases. Handle scheduled support requests for migrations and upgrades on production and DR sites in collaboration with TAMs. Drive the KCS methodology within the team, documenting knowledge articles and ensuring content is up to date. Participate in internal projects, providing feedback to product management and helping improve troubleshooting processes. Stay updated on emerging technologies like Citrix Cloud, Azure, and AWS, ensuring continuous technical improvement. Enhance team performance and CSAT scores by improving support processes and fostering strong collaboration.

Roles & Responsibility : Built labs for reproducing issues related to MS Exchange, Citrix XenApp, and Enterprise Vault. Provided technical support for installing and configuring Symantec Enterprise Vault (8.0, 9.0, 10.0). Integrated MS Exchange (2007/2010/2013) with Symantec Enterprise Vault for archiving. Configured IIS for secure access to archived emails and managed access rights and authentication. Troubleshot Enterprise Vault issues via WebEx, analyzed logs, and ran basic SQL queries. Collaborated with engineering on bug identification for beta versions and wrote knowledge base articles. Trained new team members on Enterprise Vault and related technologies. Assisted with migration activities, including moving Enterprise Vault to new servers.

Roles & Work Experience: Monitored and patched XenApp servers on Windows Server. Recreated Local Host Cache (LHC) and configured DSN files. Administered MS Exchange 2003, 2007, and 2010, including PST Import/Export tasks. Reviewed Windows System and Application Logs to identify issues. Created new Organizational Units (OUs) and defined their scope. Troubleshot user mailbox and access rights issues. Diagnosed and resolved mail flow issues across Exchange 2003, 2007, and 2010. Managed and troubleshot various Exchange Server issues related to versions 2003, 2007, and 2010.

Roles & Work Experience: Managed user account administration for MS Exchange 2007 and Windows Server 2008. Performed computer reimaging and provided support for Blackberry users. Monitored and optimized system performance using Task Manager and Performance Monitor. Oversaw backup failures, assigned related tickets to the backup team, and ensured timely resolution. Monitored CPU and memory utilization on servers to maintain optimal performance. Managed and maintained logical disk space on servers to ensure system stability.Projects: Secure Admin Projects: Managed the granting and revoking of Admin rights. OCS Installation: Contributed to updating primary email addresses for deployment based on office location.Workshops & Training: Attended an IT workshop in the UK for a Global Team Bonding Event, focusing on improving coordination between FOPS and CSD. Nominated to attend the Senior Staff Meeting in NZ

Roles & Work Experience: Worked in a hosted environment (Exchange/Mobility), handling tasks such as moving mailboxes and rebuilding OAB (Offline Address Book). Managed and configured user accounts for Mobility services, including Blackberry, ActiveSync, and GoodLink. Provided System Administrator support, focusing on day-to-day operations and troubleshooting. Performed basic troubleshooting on MS Exchange Server 2003 using tools like Exchange System Manager (ESM). Diagnosed and resolved mail flow issues through NDRs (Non-Delivery Reports) and Message Headers analysis. Configured and troubleshot mobile messaging services, including ActiveSync for Windows Mobile Devices and GoodLink for Palm Treo. Supported Blackberry Enterprise services, including Enterprise Activation, folder redirection, and calendar/contacts sync. Utilized Blackberry Manager on Blackberry Enterprise Server 4.1 to troubleshoot Blackberry mail flow issues. Configured and troubleshot the MAC Entourage mail client for Exchange connectivity

• Providing technical assistance to customers for LINKSYS products mainly wired and wireless routers, wireless network adapters, wireless Gateways, Game Adapters other products include Print Servers, Range Expanders, Access points, Music bridges, wireless camera etc.• It includes installing of above devices and handling issues mainly related to wired and wireless Internet.• Enabling file and print sharing and also enabling advanced routing features for enhancing secured Internet connection.4) Setting up VPN connectivity through LINKSYS router• Setting up Network storage devices. • Worked with wireless B, G and N technology