Lakshmi Yerraguntla

• Served as Senior Priority Support Engineer, overseeing critical situation management and providing top-notch support to priority, priority plus enterprise customers.
• Executed excellent customer engagement, proficiently handled issues and achieved case resolution.
• Efficiently managed daily workload of 25 cases, consistently exceeding targeted KPIs and delivering high-quality service
• Rendered technical expertise as subject matter expert in Citrix products while assisting customers with diverse needs in terms of size, scope and political complexities using channels such as phone calls, emails or remote connection.
• Collaborated effectively with various teams, establishing enduring connections and meeting customer satisfaction benchmarks.
• Acquired in-depth knowledge of multiple facets of Citrix products, enhancing ability to effectively troubleshoot and solve problems.
• Contributed to publication of Citrix Knowledge articles while offering constructive suggestions for improving product performance.
• Coached new hires in adopting Citrix technologies and understanding Citrix SOPs.
• Engaged with engineering and product teams by presenting important subjects in workshops and seminars.
• Enhanced product documentation and troubleshooting tools to identify and implement process improvement opportunities, leading to self-resolution of customer cases.
• Documented technical issues and solutions to enable tracking history and maintain accurate logs

• Delivered top-notch technical assistance to Red and Priority Enterprise Accounts as designated Priority Technical Support Engineer.
• Aided in deployment and troubleshooting of various Citrix Products and cloud offerings, assisting multiple Citrix Admins.
• Effectively managed 6-7 daily incoming calls while simultaneously handling 20 cases, consistently maintaining high levels of customer satisfaction.
• Employed superior time-management skills to excel in high-energy and adaptable work environment.
• Facilitated stronger alignment between customer needs and product functionalities through close collaboration with both product and engineering teams.
• Collaborated with product teams to achieve expedited case resolutions.
• Worked with other teams to streamline processes and achieve better outcomes for customers.
• Successfully implemented deployments and upgrades of Product software (Xen Desktop, Storefront, FAS) for both healthcare and Banking Priority Customers.

• Maintained high standards of customer service delivery to priority customers.
• Successfully executed enterprise upgrades for over 12,000 users, ensuring zero downtime and seamless transition
• Managed problem-solving processes for various Citrix products, ensuring timely resolution.
• Applied problem-solving abilities to effectively address customer queries.
• Monitored system performance metrics for optimal uptime availability.
• Managed server infrastructure for physical and virtual Windows servers.
• Worked closely with escalation support teams to ensure timely resolution of issues.
• Delivered personalized coaching sessions to equip new team members with detailed understanding of products as well as troubleshooting techniques.

Demonstrated expertise in deploying, configuring, and supporting customer environments through utilization of Citrix products and technologies integrated with Windows and VMware technologies.

• Specialized in technical support of various Citrix products
• Assisted in maintaining Citrix environment to fully functional level by recommending and implementing solutions and upgrades
• Provided support and assistance through phone calls, remote sessions, and via email on worldwide level.
• Created knowledge base documents for frequently asked questions.
• Resolved customer inquiries in timely manner by utilizing problem-solving skills.
• Monitored system performance and recommended upgrades to improve efficiency and reliability.

• Troubleshot range of complex Citrix product issues for healthcare customers.
• Made use of Salesforce CRM for case documentation.
• Implemented software solutions for large-scale clients.
• Streamlined response times for customer concerns through efficient utilization of email or phone channels.
• Collaborated with engineering team on trace reviews to determine root cause analysis for customer issues.
• Utilized strong collaboration skills with escalation and Account Management team to drive case resolutions.
• Contributed to keeping Citrix environment fully operational by recommending and instructing solutions and upgrades.
• Deployed new versions of software applications after rigorous testing.
• Monitored system performance to detect any irregularities or malfunctions.