Vikas Gaharwar

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.

About