Shrinivas M Email & Phone Number

• Provided enterprise level technical assistance onCitrix products (Citrix ADC, Citrix Gateway, Citrix ADM and Virtual Apps & Desktops) to customers of medium to large size,scope, and political complexity - via phone, emailand remote access.• Performed advanced problem analysis andisolated problems of moderate to high complexityon networking concepts such as Load-balancing,TCP/IP, Routing, Firewalls, Network Security, DNS,SSL certificates and PKI.• Worked on configuring and troubleshootingauthentication protocols such as LDAP, RADIUS,and SAML over http.• Worked on SSL load-balancing performanceissues such as Surge Protection, Sure Connect,Priority Queuing andDoS protection.• Experience in configuring and troubleshooting Citrix XenApp/XenDesktop including Delivery Controllers, Provisioning Services and StoreFront servers.• Executed various techniques, includinganalyzing TCP/IP/HTTP packets via Wireshark andFiddler (HTTP) to find the root cause or break in thedata flow.• Achieved and maintained targeted call statisticssuch as number of calls answered, number ofcases closed or issues resolved, along with otherestablished goals.• Published articles on moderately complextechnical issues in Citrix's onlineknowledgebase, and reviewed others' articles andshared feedbacks.• Documented cases, recommendations, andresolutions clearly in the CRM system, tookownership of hot and/or more political casesescalated from less experienced engineers.

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  National Institute Of Technology Goa

  Electronics And Communication Engineering