Vikas Gaharwar

Results-driven IT Infrastructure Engineer with 12+ years of experience across Azure cloud operations, virtualization, Windows administration, and enterprise service desk/incident management. Proven track record supporting global (APAC, EMEA, NA) enterprise environments, resolving Sev1-Sev3 incidents within SLA, and driving knowledge-base and process improvements.

Microsoft

Certified in Azure Fundamentals and ITIL Foundation, with strong hands-on expertise in Azure, AWS, Citrix, SCCM, and Active Directory administration. Seeking to leverage deep troubleshooting and cross-functional coordination skills in a senior infrastructure/cloud support role.

Senior Software Engineer at LTIMindtree (2023-07 – Present)

• Troubleshoot issues related to Azure Virtual Machines, Azure Disk Encryption, and disk management within enterprise cloud infrastructure.
• Serve as part of the VM break-fix team, resolving assigned cases within SLA while supporting customers across APAC, EMEA, and NA regions.
• Raise ICM incidents under Technical Advisor (TA) oversight during outages, coordinating multiple teams to drive rapid resolution.
• Handle Sev1, Sev2, and Sev3 cases and Automated Virtual Assistant (AVA) escalations within SLA based on severity.
• Lead P1/P2 ICM bridge calls, coordinating cross-functional teams to deliver timely solutions.
• Contributed to configuration and optimization of Citrix environment components as part of infrastructure support activities.
• Support troubleshooting of escalated Citrix issues (CVAD/XenApp-XenDesktop, StoreFront, Citrix Gateway), diagnosing application/desktop launch failures, session freezes, and disconnects.
• Troubleshoot printing issues, USB/peripheral redirection failures, and profile load problems for Citrix VDI users.
• Manage user profiles via Citrix Profile Management/FSLogix, resolving profile corruption issues and policy-related session problems.
• Monitor Citrix infrastructure health using Citrix Director, identifying and remediating session and host-level alerts.
• Assist with patch deployment and testing for Citrix components and VDA machines.
• Create and maintain knowledge base articles, improving team-wide troubleshooting efficiency.

Senior Engineer – IT Operations at Nihilent (2022-04 – 2023-06)

• Provided L2-level troubleshooting support for Citrix, AWS, SCCM, Office 365, VPN, and internal business applications.
• Managed Citrix Director, AWS Console, Office 365, and Azure Admin Portal to deliver remote technical support.
• Administered user accounts and profiles, including software installation, upgrades, and decommissioning.
• Supported Microsoft Authenticator (MFA) token assignment and troubleshooting, plus AD-based account unlocks and password resets.
• Managed shared mailboxes, distribution lists, and remote network drive mapping for end users.
• Contributed to the organization's Azure AD migration project.
• Supported troubleshooting of escalated Citrix issues (CVAD/XenApp-XenDesktop, StoreFront, Citrix Gateway), diagnosing application/desktop launch failures, session freezes, and disconnects.
• Troubleshot printing issues, USB/peripheral redirection failures, and profile load problems for Citrix VDI users.
• Managed user profiles via Citrix Profile Management/FSLogix, resolving profile corruption issues and policy-related session problems.
• Monitored Citrix infrastructure health using Citrix Director, identifying and remediating session and host-level alerts.
• Assisted with patch deployment and testing for Citrix components and VDA machines.
• Created KB articles and participated in knowledge-transfer sessions with the team.

Principal Infrastructure Engineer at Mphasis (2017-08 – 2022-04)

• Owned L2 ticket queues spanning Citrix, VDI, AWS, and Virtual/DS support for enterprise clients.
• Resolved issues across Desktop/OS, SCCM, Exchange, MS Office, VPN, RDC, Remote PC, VDI, and XenApp environments.
• Authored knowledge base articles and served as the go-to reference point for AWS-related issues.
• Delivered end-to-end configuration, installation, and support of infrastructure in Microsoft Windows environments per client specifications.
• Coordinated regression testing and monitored application servers, file systems, and database upgrades.
• Produced documentation including known-error records, resolutions, and major incident reports to drive continuous improvement.
• Supported troubleshooting of escalated Citrix issues (CVAD/XenApp-XenDesktop, StoreFront, Citrix Gateway), diagnosing application/desktop launch failures, session freezes, and disconnects.
• Troubleshot printing issues, USB/peripheral redirection failures, and profile load problems for Citrix VDI users.
• Managed user profiles via Citrix Profile Management/FSLogix, resolving profile corruption issues and policy-related session problems.
• Monitored Citrix infrastructure health using Citrix Director, identifying and remediating session and host-level alerts.
• Assisted with patch deployment and testing for Citrix components and VDA machines.
• Created KB articles and participated in knowledge-transfer sessions.

Service Desk Specialist at Cotiviti (2016-09 – 2017-08)

• Delivered application support and Citrix/VPN troubleshooting to end users, including remote Citrix session management.
• Managed shared mailboxes and distribution lists; supported RSA token assignment and AD account resets.
• Proactively monitored systems to prevent P1/P2 incidents and resolved P1-P3 tickets within agreed SLA.
• Coordinated with CORE-IT, Network, Server, Database, and Application teams to ensure SLA and process compliance.
• Participated in weekly/monthly client service review meetings and maintained ticket quality standards.

Service Desk Engineer at Wipro Technologies (Contract) (2015-10 – 2016-02)

• Resolved and escalated incidents within SLA, analyzing complex technical issues and mentoring junior technicians.
• Maintained accurate ticket documentation and knowledge base articles while deploying software and hardware for end users.

Performance Specialist at Tata Business Support Service Ltd (TBSSL) (2013-06 – 2014-02)

• Delivered technical desktop support to US customers, audited agent call quality, and provided coaching feedback.
• Managed ticket creation, prioritization, and dispatch, while tracking Revenue per Call (RPC) and sales performance.

Telemarketing Executive at Ceylon Infotech Pvt. Ltd. (2012-02 – 2013-02)

• Provided technical and antivirus support to US customers, including Windows troubleshooting and remote diagnostics.

Master of Computer Applications in Computer Applications – Pune University (2013 – 2015)

Bachelor of Computer Applications in Computer Applications – Pune University (2009 – 2013)

Higher Secondary Certificate – Maharashtra State Board

Secondary School Certificate – Maharashtra State Board