Prerna Katyal profile photo 1 on Tal

Prerna Katyal

Lead Escalation Engineer - Citrix

Bengaluru

7+ years of work experience

Citrix
Sep 20232 yrs 9 mosPresent

Bengaluru, Karnataka, India

The Lead Escalation Engineer is responsible for providing technical assistance on Citrix products to customers of large size, scope, and/or political complexity - via phone, email and/or remote access. The support focuses on in-depth problem analysis of Citrix products and their integration into enterprise-wide mixed environments. The incumbent often assists less senior colleagues - conducting cases reviews and providing mentorship to ensure quicker resolution. Uses sophisticated technical troubleshooting skills acquired through wide-ranging experience to independently isolate, analyze, and provide resolution to customer issues of high complexity. Qualifies only the most complex customer issues for assistance from the escalation team or other vendors.
Citrix
Oct 20203 yrsSep 2023

Bengaluru, Karnataka, India

The Escalation Engineer is responsible for providing technical assistance on Citrix products to customers of large size, scope, and/or political complexity - via phone, email and/or remote access. The support focuses on in-depth problem analysis of Citrix products and their integration into enterprise-wide mixed environments. The incumbent often assists less senior colleagues - conducting cases reviews and providing guidance to ensure quicker resolution. Uses advanced technical troubleshooting skills obtained through wide-ranging experience to independently isolate, analyze, and provide resolution to customer issues of high complexity. Qualifies only the most complex customer issues for assistance from the escalation team or other vendors. My responsibilities include : • Manage relationships with customers until the issue is resolved. These issues may not only be technically challenging but politically charged and/or mission-critical situations requiring the highest level of customer service. • Represent Company and Team in Internal and External Technical Events and Seminars hosted by MVPs, Third party and Citrix Internal. • Collaborate with teams to write & review complex technical articles • Use case studies for the knowledge base leveraging the customer reported cases, product specifications, and wide-ranging experience. • Develop and review advanced technical training for internal and external audiences across multiple products or components.
Citrix
Dec 20181 yr 11 mosOct 2020

Bengaluru, Karnataka, India

The Escalation Engineer is responsible for providing technical assistance on Citrix products to customers of large size, scope, and/or political complexity - via phone, email and/or remote access. The support focuses on in-depth problem analysis of Citrix products and their integration into enterprise-wide mixed environments. The incumbent often assists less senior colleagues - conducting cases reviews and providing guidance to ensure quicker resolution. Uses advanced technical troubleshooting skills obtained through wide-ranging experience to independently isolate, analyze, and provide resolution to customer issues of high complexity. Qualifies only the most complex customer issues for assistance from the escalation team or other vendors. My responsibilities include : • Manage relationships with customers until the issue is resolved. These issues may not only be technically challenging but politically charged and/or mission-critical situations requiring the highest level of customer service. • Represent Company and Team in Internal and External Technical Events and Seminars hosted by MVPs, Third party and Citrix Internal. • Collaborate with teams to write & review complex technical articles • Use case studies for the knowledge base leveraging the customer reported cases, product specifications, and wide-ranging experience. • Develop and review advanced technical training for internal and external audiences across multiple products or components.

Education

Ambala College of Engineering & Applied Research

Bachelor of Technology (B.Tech.), Computer Science

Ambala College of Engineering & Applied Research

20114 yrs2015

lord mahavir jain public School

199714 yrs2011

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Headline

Lead Escalation Engineer - Citrix

About

Experienced Escalation Engineer with a demonstrated history of working for almost 5 years in the computer software industry. Skilled in Citrix Virtual Apps & Desktops, Citrix Cloud Services, Citrix Provisioning, Citrix Workspace Environment Management and base technologies like Microsoft Windows Terminal Server & Desktop, Group Policy management and Active Directory environment. Good Understanding of Networking Concepts. Strong information technology professional with a Bachelor of Technology (B.Tech.) focused in Computer Science from Kurukshetra University. Excellent interpersonal and oral/written Communication skills and have high adaptability to changes in technology.

Location

Bengaluru

Work experience

Lead Escalation Engineer at Citrix, Sep 2023 - Present · 2 yrs 9 mos, Bengaluru, Karnataka, India, The Lead Escalation Engineer is responsible for providing technical assistance on Citrix products to customers of large size, scope, and/or political complexity - via phone, email and/or remote access. The support focuses on in-depth problem analysis of Citrix products and their integration into enterprise-wide mixed environments. The incumbent often assists less senior colleagues - conducting cases reviews and providing mentorship to ensure quicker resolution. Uses sophisticated technical troubleshooting skills acquired through wide-ranging experience to independently isolate, analyze, and provide resolution to customer issues of high complexity. Qualifies only the most complex customer issues for assistance from the escalation team or other vendors.

Escalation Engineer at Citrix, Oct 2020 - Sep 2023 · 3 yrs, Bengaluru, Karnataka, India, The Escalation Engineer is responsible for providing technical assistance on Citrix products to customers of large size, scope, and/or political complexity - via phone, email and/or remote access. The support focuses on in-depth problem analysis of Citrix products and their integration into enterprise-wide mixed environments. The incumbent often assists less senior colleagues - conducting cases reviews and providing guidance to ensure quicker resolution. Uses advanced technical troubleshooting skills obtained through wide-ranging experience to independently isolate, analyze, and provide resolution to customer issues of high complexity. Qualifies only the most complex customer issues for assistance from the escalation team or other vendors. My responsibilities include : • Manage relationships with customers until the issue is resolved. These issues may not only be technically challenging but politically charged and/or mission-critical situations requiring the highest level of customer service. • Represent Company and Team in Internal and External Technical Events and Seminars hosted by MVPs, Third party and Citrix Internal. • Collaborate with teams to write & review complex technical articles • Use case studies for the knowledge base leveraging the customer reported cases, product specifications, and wide-ranging experience. • Develop and review advanced technical training for internal and external audiences across multiple products or components.

Associate Escalation Engineer at Citrix, Dec 2018 - Oct 2020 · 1 yr 11 mos, Bengaluru, Karnataka, India, The Escalation Engineer is responsible for providing technical assistance on Citrix products to customers of large size, scope, and/or political complexity - via phone, email and/or remote access. The support focuses on in-depth problem analysis of Citrix products and their integration into enterprise-wide mixed environments. The incumbent often assists less senior colleagues - conducting cases reviews and providing guidance to ensure quicker resolution. Uses advanced technical troubleshooting skills obtained through wide-ranging experience to independently isolate, analyze, and provide resolution to customer issues of high complexity. Qualifies only the most complex customer issues for assistance from the escalation team or other vendors. My responsibilities include : • Manage relationships with customers until the issue is resolved. These issues may not only be technically challenging but politically charged and/or mission-critical situations requiring the highest level of customer service. • Represent Company and Team in Internal and External Technical Events and Seminars hosted by MVPs, Third party and Citrix Internal. • Collaborate with teams to write & review complex technical articles • Use case studies for the knowledge base leveraging the customer reported cases, product specifications, and wide-ranging experience. • Develop and review advanced technical training for internal and external audiences across multiple products or components.

Education

Bachelor of Technology (B.Tech.), Computer Science, Ambala College of Engineering & Applied Research

lord mahavir jain public School