Headline

Analyst @ HCLTech | Microsoft Certified, Citrix Virtual Apps

Location

Noida

Work experience

Analyst at HCLTech, Jan 2024 - Present · 2 yrs 6 mos, Noida

Graduate Engineering Trainee at HCLTech, Sep 2022 - Present · 3 yrs 10 mos, Noida

Infrastructure Analyst at HCL Technologies, Jan 2024 - Present · 2 yrs 6 mos, Client: H&M (Hennes & Mauritz) | L1/L2 Citrix CVAD Support – Enterprise Infrastructure Citrix CVAD Administration & Component Monitoring • Administer and monitor a Citrix CVAD environment of 800+ VDAs across 15+ Delivery Groups and 10 Machine Catalogs, serving ~35,000 concurrent users across 12 business units. • Monitor and maintain core Citrix components — Delivery Controllers, StoreFront, Citrix Gateway (NetScaler), and VDAs — ensuring availability, performance, and health across all sites. • Perform routine health checks and preventive maintenance on Citrix infrastructure; monitor system health using Citrix Director and ControlUp (equivalent to SCOM-based monitoring), proactively detecting and resolving issues before user impact. • Configured and maintained Citrix MCS server builds on Azure, including master image updates and catalog refresh cycles across monthly patch windows. Session, Connectivity & Performance Troubleshooting • Troubleshoot and resolve session issues including login failures, profile errors, application launch failures, black screens, frozen sessions, intermittent disconnections, and slow application launches — reducing repeat contacts by ~35%. • Diagnose session performance issues, login delays, and connectivity failures using Citrix Director, DaaS console, and ControlUp — achieving 98% SLA resolution rate. • Monitor failed logons, session disconnects, and high-logon-duration events; execute proactive remediation, reducing user-reported session complaints by ~30%. • Work with Active Directory teams for authentication-related issues including GPO troubleshooting, OU administration, and user access resolution. Incident Management, SLA & Stakeholder Communication • Handle all incidents, service requests, changes, and alerts through ServiceNow per ITIL processes; consistently meet SLA/OLA targets with 98% on-time resolution across P1–P3 tickets. • Perform initial triage and issue analysis using structured root-cause methodology; esca

Engineer Intern at HCL Technologies, Aug 2022 - Dec 2023 · 1 yr 5 mos, Client: H&M (Hennes & Mauritz) | L1 Citrix & Windows Infrastructure Support • Provided L1/L2 support for Citrix CVAD environments including Delivery Controllers, StoreFront, and Citrix Gateway configuration and troubleshooting under senior oversight. • Monitored system health via Citrix Director and ControlUp; raised proactive incidents and executed first-level remediation steps. • Diagnosed and resolved session performance issues, login delays, profile errors, and connectivity failures; escalated complex issues with detailed analysis. • Handled incident and change tickets via ServiceNow per ITIL processes; consistently met SLA targets with full change-record compliance. • Performed Active Directory operations — user/group management, OU administration, and GPO troubleshooting — to support VDI and remote workforce environments. • Contributed to DR drill exercises, assisting in failover testing and documenting recovery procedures. • Maintained operational documentation including health-check reports, runbooks, and infrastructure configuration guides.

Education

Bachelor of Technology - BTech, Computer Science, BABU BANARASI DAS INSTITUTE OF TECHNOLOGY AND MANAGEMENT

Bachelor of Technology, Computer Engineering, Dr. A.P.J. Abdul Kalam Technical University