Anoopa Mandal

Dedicated IT professional with extensive experience in technical support and system engineering.

Background includes providing expert support for Citrix Virtual Apps and Systems, with strong troubleshooting skills across DNS, LDAP, Active Directory, Domain Controller, and Kerberos issues, as well as file sharing protocols (CIFS, NFSv3, SMB, NFS) and TCP/IP-related issues, along with growing hands-on exposure to Identity and Access Management (IAM) concepts such as SSO, Okta, REST APIs, TLS, and load-balanced/reverse-proxy architectures. Proven track record of mentoring teammates and earning recognition for contributions and performance.

Senior System Engineer - HCLTech - India

(2024-04)

A global technology company providing services in IT, consulting, and business solutions. Outsourced to HCLTech from Citrix due to organizational restructuring. Working as a priority technical support engineer providing Tier 3 Technical Support to Citrix Priority EMEA Customers.

• Received 'Star Performer' award for three consecutive quarters
• Configured new Citrix infrastructure components post-installation
• Managed performance and rectified errors in the Citrix service
• Troubleshot file sharing protocol issues (CIFS, NFSv3, SMB, NFS) and resolved DNS, LDAP, Active Directory, Domain Controller, Kerberos, and TCP/IP-related issues impacting Citrix service delivery
• Mentored and provided sync-up support to new joiners in the team

Technical Support Engineer - Citrix R&D - India

(2022-10 - 2024-04)

A multinational software company specializing in cloud computing technology. Provided Tier 3 Technical Support to Citrix Enterprise customers.

• Troubleshot complex issues related to Citrix Virtual Apps and Desktop
• Maintained a customer satisfaction score of more than 4.5 on a 5-point scale
• Engaged with PM and Engineering leaders to report and create bugs
• Performed advanced problem analysis and isolated problems
• Mentored juniors on the floor
• Conducted case audits and log analysis
• Provided on-call support during weekend shifts
• Recognized as top performer for 2 consecutive quarters and awarded a cash prize by EMEA Support Leadership

Assistant System Engineer - TCS - India

(2020-10 - 2022-09)

A leading global IT services, consulting, and business solutions organization. Worked in the Windows and Citrix Team as a System Admin.

• Supported VDI infrastructure hosted on Citrix and Windows Server environments
• Performed manual and SCCM tool-based Windows server and VDI patching
• Managed ESXi Cluster, hosts, and data center in VMWare vSphere environments
• Participated in various Citrix deployment activities
• Handled memory and process management
• Troubleshot server reboot, hang, slowness, and crash issues
• Resolved issues using task manager, event viewer logs, and memory dumps

B.Tech - Information Technology - Government College of Engineering and Leather Technology (2016-08 - 2020-07)