Ejas Shaik

Citrix Support Engineer with 7+ years of experience in Citrix, VMware, and Windows infrastructure, including large-scale XenApp, XenDesktop, CVAD, Provisioning Services (PVS), Citrix Cloud, and VDI environments. Experienced in incident and change management, production troubleshooting, gold image and vDisk management, VDA deployment, application and printer support, patching, migrations, and cross-functional implementation activities. Currently supporting a Citrix environment serving approximately 4,500 users.

Sr. Analyst – Infrastructure Services at DXC Technology (2019-08 – Present)

• Manage and support Citrix environments including XenApp 5.0, 6.5, 7.7, 7.8, XenDesktop 5.6, CVAD 1912 and CVAD 2402, with hands-on experience in Citrix Cloud.
• Support a large-scale Citrix environment serving approximately 6,500 users, with focus on availability, performance, and user experience.
• Administer XenApp and VDI environments across Windows Server 2016, 2019 and 2022 and Windows 10/11 endpoints.
• Manage desktop virtualization using Citrix XenDesktop and Provisioning Services (PVS), including VDI monitoring through Citrix Director and DaaS Console.
• Maintain gold images and vDisks, including creation of vDisks and version updates based on application and infrastructure requirements.
• Install and configure Virtual Delivery Agents (VDAs) for Citrix XenDesktop/XenApp environments.
• Handle high-priority incidents and complex changes, leading troubleshooting activities and coordinating bridge calls for critical issues.
• Resolve published application, VDI, printer, and user-access issues while meeting operational turnaround expectations.
• Collaborate with project managers and technical teams to plan and implement Citrix and Microsoft solutions across DEV, UAT, and PROD environments.
• Support Knowledge Transfer (KT) transitions and project handovers to ensure operational readiness.
• Deploy new servers and applications and develop implementation plans, custom scripts, and testing procedures for infrastructure changes.
• Install monthly Microsoft security patches and support data centre migration activities.
• Provide Tier 2 support for Citrix servers and VDI environments.
• Use ServiceNow and HPSM for incident, request, and operational ticket management.

IT Support Engineer at Concentrix (2018-09 – 2019-08)

• Installed, configured, maintained, and troubleshot Windows 7, Windows 10, and Windows Server 2003/2008/2012 systems.
• Supported VDI and XenApp application issues and coordinated troubleshooting through resolution.
• Troubleshot hardware, software, network connectivity, MAC systems, and network printer issues.
• Created local machine users, configured local security policies, installed antivirus updates, and maintained endpoint standards.
• Created and updated Active Directory users and supported enterprise endpoint configurations.
• Provided remote support for Windows and application-related issues.
• Installed and configured enterprise software including Microsoft Office 365, SQL Management Studio, Power BI Desktop, and Citrix software.
• Used ping, tracert, and telnet for network connectivity troubleshooting.
• Configured laptops and workstations according to company standards and supported Mac OS installations including Mojave, High Sierra, and Sierra.

B.Tech in Computer Science & Engineering (CSE) – Chaitanya Bharathi Institute of Technology, JNTU Anantapur