Poornima B.H
Bengaluru,Karnataka
Summary
- 9.5 years of IT experience, specializing in technical support, architecture, and IT infrastructure
- Expertise in Citrix Cloud, Windows Server, and virtualization technologies
- Proven track record in consulting, administration, and performance optimization across AWS, VMware, and Microsoft Hyper-V environments
- Strong understanding of web applications (HTML, JavaScript, CSS, jQuery)
- Skilled in troubleshooting, log analysis, and resolving complex technical issues
- Experienced as a Senior Technical Architect, designing scalable, high-performance systems
- Adept at providing strategic technical direction and translating business requirements into innovative technology solutions
- Strong leadership in cross-functional teams and delivering tailored, cost-effective solutions
- Known for building and maintaining strong client relationships
- Highly skilled in managing multiple priorities, analyzing technical challenges, and utilizing bug tracking systems (e.g., Jira) and CRM tools (e.g., Salesforce)
- Seeking a challenging role to leverage deep expertise in cloud architecture, software development, and IT infrastructure
Overview
10
10
years of professional experience
1
1
Certification
Work History
Senior Technical Architect
HCLTech
04.2024 - Current
- Serve as a trusted advisor to global enterprise customers, guiding the adoption of SaaS, perpetual/on-premises, or hybrid entitlements, ensuring alignment with business goals
- Collaborate cross-functionally with sales, product management, and engineering teams to meet customer requirements and drive product enhancements
- Act as the single point of contact for proactive support, strategic advice, and ensuring solutions are fully aligned with client needs
- Create and deliver executive briefings to key technical stakeholders and decision-makers, providing insights into product performance and solutions
- Resolve complex technical issues related to Citrix products, ensuring seamless end-to-end service delivery for global customers
- Provide support for both Commercial and Enterprise customers via a phone queue model, effectively prioritizing and managing critical support cases
- Troubleshoot intricate technical issues through phone, email, and remote access, including reproducing issues in internal lab environments and diagnosing performance and configuration issues in Citrix virtual environments
- Assist in the installation, configuration, and publishing of Citrix applications and desktops
- Provide support for environment upgrades, migrations, and site setups, ensuring smooth transitions and minimal disruptions
- Collaborate with third-party vendors (e.g., Microsoft) to resolve compatibility and integration issues, ensuring seamless product functionality across environments
Technical Analyst
Mphasis
05.2025 - 04.2026
- Installed, configured, and managed Windows Server environments (2008, 2012, 2016) to ensure optimal performance and security
- Administered Active Directory, including creating and managing users, groups, password resets, GPO creation/modification, and providing folder access based on user requirements
- Managed Group Policies (GPOs) for both local and domain-based configurations to enforce security standards and operational efficiency
- Provided administrative and RDP access to servers based on user needs and security protocols
- Performed server performance tuning, including CPU and memory upgrades, OS upgrades, and monitoring system health using Performance Monitor
- Managed disk storage, ensuring efficient utilization and optimizing system resources to prevent bottlenecks
Senior Technical Engineer
Cloud Software Group (formerly Known as "Citrix")
03.2019 - 04.2024
- Gained hands-on experience with Citrix product versions, including Virtual Apps and Desktops (7.15 LTSR, 1912 LTSR, 2203 LTSR, 2402 LTSR), Provisioning Services (PVS), Machine Creation Services (MCS), and Federated Authentication Services (FAS) with SAML authentication
- Led the resolution of complex Citrix-related technical issues, ensuring end-to-end service delivery and consistently meeting or exceeding SLAs for global customers
- Served as Lead, Training Engineers, mentoring new hires and intermediate engineers to improve team competency
- Supported Commercial and Enterprise customers, managing critical cases through a phone queue model to minimize downtime
- Troubleshot issues via phone, email, and remote access, including reproducing issues in lab environments and diagnosing performance/configuration issues in Citrix virtual environments
- Assisted with the installation, configuration, and publishing of Citrix applications and desktops
- Provided support for environment upgrades, migrations, and site setups with minimal disruption to client operations
- Collaborated with third-party vendors (e.g., Microsoft) to resolve compatibility and integration issues across diverse environments
- Analyzed Citrix Diagnostic Framework (CDF) traces and Profile Management logs to identify and resolve technical issues
- Authored Knowledge Base (KB) articles based on customer issues, contributing to knowledge sharing and improving team efficiency
- Delivered technical training sessions, ensuring high standards of support and technical expertise across the team
Senior Technical Consultant
Unisys India
03.2018 - 12.2018
- Managed scheduled patching for 1,500+ servers using SCCM, ensuring timely updates and security compliance
- Handled Severity 1, 2, and 3 incidents, troubleshooting and resolving issues in a timely manner
- Utilized ITIL processes (Incident, Problem, and Change Management) to ensure service continuity
- Executed changes using ServiceNow and Salesforce, ensuring smooth transitions and minimal disruption
- Coordinated with vendors for hardware issues, ensuring quick resolution of system failures
- Worked with ticketing tools such as Remedy, ISM, ServiceNow, and Salesforce for incident and request tracking
- Installed and configured Citrix Virtual Apps and Desktops (CVAD) Sites, optimizing performance and functionality
- Managed Virtual Machine (VM) lifecycle: creation, cloning, snapshots, and migration for efficient resource allocation
- Analyzed system performance, including CPU, memory, disk I/O latency, and recommended improvements
- Managed resource allocation: disk expansion, CPU/RAM adjustments, and storage extensions for optimal performance
- Troubleshot VM-related issues, including recurring problems and analyzing VM dumps for server hangs and restarts
- Gained hands-on experience with Citrix Virtual Apps and Desktops 7.x LTSR, Current Release, and Citrix Cloud architecture
Technical Engineer
IBM
06.2016 - 03.2018
- Installed, configured, and managed Windows Server environments (2008, 2012, 2016) to ensure optimal performance and security
- Administered Active Directory, including creating and managing users, groups, password resets, GPO creation/modification, and providing folder access based on user requirements
- Managed Group Policies (GPOs) for both local and domain-based configurations to enforce security standards and operational efficiency
- Provided administrative and RDP access to servers based on user needs and security protocols
- Performed server performance tuning, including CPU and memory upgrades, OS upgrades, and monitoring system health using Performance Monitor
- Managed disk storage, ensuring efficient utilization and optimizing system resources to prevent bottlenecks
Education
Master of Science - Computer Science
Saint Josephs College of Post Graduate
Bangalore India04-2015
Bachelor of Science - Computer Science
Mount Carmel College
Bangalore India05-2013
Skills
- Citrix Virtual Apps & Desktop: 715 LTSR, 1912 LTSR, 2203 LTSR, Latest CURRENT RELEASE, 2402 LTSR
- Citrix Cloud & Virtualization: Profile Management, Provisioning Services (PVS), Machine Creation Services (MCS), Federated Authentication Services (FAS), SAML Authentication
- Web Technologies: HTML, JavaScript, CSS, jQuery
- Log Analysis: Citrix and Sys-internal Log Analysis
- Customer & Account Management: Customer Retention, Product Adoption, Customer Advocacy
- Technical Skills: Troubleshooting, Diagnosing Complex Issues, Performance Optimization
- Project Management: Strategic & Analytical, Cross-Functional Collaboration
- Communication & Interpersonal: Effective Communication, Team Player, Collaboration
Certification
- Citrix Certified Associate-Virtualization (CCA)
- Citrix Certified Professional-Virtualization (CCP)
- Citrix cloud virtual apps and desktops (CVAD CC), CTX788948, 456471116
- Caltech CTME Post Graduate program- POST GRADUATE PROGRAM IN CLOUD COMPUTING, 60652516
Timeline
Technical Analyst
Mphasis
05.2025 - 04.2026
Senior Technical Architect
HCLTech
04.2024 - Current
Senior Technical Engineer
Cloud Software Group (formerly Known as "Citrix")
03.2019 - 04.2024
Senior Technical Consultant
Unisys India
03.2018 - 12.2018
Technical Engineer
IBM
06.2016 - 03.2018
Master of Science - Computer Science
Saint Josephs College of Post Graduate
Bachelor of Science - Computer Science
Mount Carmel College