Harsh Sain

VDI L2 Engineer

Deloitte

Mar 2026 - Present • 7 mos

Provide L2 technical support for VDI environments, handling complex user, session, connectivity, performance, application-access, and desktop-related issues. Perform detailed troubleshooting and analysis to identify probable root causes and restore services within defined SLAs. Manage end-to-end incident handling, including incident monitoring, categorization, prioritization, troubleshooting, follow-up, escalation, resolution documentation, and closure. Handle VIP and escalated user incidents with priority support, maintaining clear communication with users and coordinating with relevant resolver teams until successful resolution. Prepare and maintain All-North Zone MIS and operational reports covering incident trends, ticket volumes, aging analysis, resolution status, SLA performance, support metrics, and overall service performance. Analyse incident data to identify recurring issues, high-volume categories, aging tickets, SLA trends, and operational gaps, providing useful insights for management reviews and service improvement. Monitor unresolved, critical, and aging incidents, ensuring appropriate ownership and timely follow-up. Coordinate with L3 VDI, infrastructure, network, application, Windows Server, and other technical teams for incidents requiring backend investigation or specialized technical intervention. Provide frontline technical assistance to end users for VDI and Windows Server-related issues, supporting troubleshooting, service restoration, and effective resolution. Maintain accurate ITSM ticket records, including troubleshooting steps, technical findings, user communication, resolution details, escalation information, and closure comments.

Citrix Admin

DXC Technology

Nov 2024 - Mar 2026 • 1 yr 4 mos

Managed day-to-day Citrix/VDI infrastructure operations, supporting user onboarding, service requests, vulnerability remediation, patching activities, infrastructure changes, operational monitoring, and management reporting. Worked as part of the VDI infrastructure support team to maintain availability, security, compliance, and smooth operation of virtual desktop services. Performed monthly VDI infrastructure patching activities using Endpoint Central, including monitoring patch deployment status, identifying failed or pending installations, following up on deployment issues, and coordinating remediation activities to ensure infrastructure endpoints remained updated and compliant. Handled day-to-day Endpoint Central operations, including endpoint and server installation/uninstallation, connectivity troubleshooting, patch deployment, vulnerability monitoring, alert monitoring, deployment tracking, and report generation. Monitored Endpoint Central dashboards and reports to identify outstanding vulnerabilities, patch failures, and endpoint compliance issues. Supported monthly VDI vulnerability management and remediation activities by monitoring identified vulnerabilities, tracking remediation status, coordinating with relevant technical teams, and maintaining records required for compliance and audit purposes. Prepared and maintained Plans of Action (POA) and Change Requests (CRs) for infrastructure activities and planned changes. Ensured required technical details, implementation information, impact considerations, and supporting documentation were captured in accordance with established change management procedures. Supported VDI user onboarding activities by coordinating access-related service requests and ensuring required virtual desktop services were made available to users within expected timelines. Monitored user requests and coordinated with appropriate technical teams whenever additional action or troubleshooting was required.

Citrix Admin L1

SBI Card

Mar 2023 - Nov 2024 • 1 yr 8 mos

Provided L1 technical support for Citrix Virtual Apps and Desktops, supporting end users with a wide range of Citrix and VDI-related issues, including login problems, authentication failures, application access, session connectivity, desktop access, and general virtual desktop issues. Managed and resolved Citrix-related incidents and service requests within defined SLAs, ensuring proper troubleshooting, accurate documentation, and timely resolution. Monitored incoming incidents, performed initial analysis, identified probable root causes, and provided appropriate technical solutions based on established troubleshooting procedures. Performed end-user support for Citrix environments, troubleshooting issues related to Citrix Workspace/Receiver access, authentication, session connectivity, application launching, desktop availability, and user access. Assisted users during service-impacting incidents and provided clear communication throughout the troubleshooting and resolution process. Worked closely with L2 and L3 technical teams by escalating complex or unresolved incidents with complete technical information, troubleshooting steps performed, error details, and relevant user/environment information. Collaborated with other technical teams to support incident resolution, service restoration, and smooth day-to-day Citrix operations. Participated in critical Citrix infrastructure activities and planned operational tasks as part of the L1 support team. Supported users during critical incidents and high-priority service disruptions while following established incident management and escalation procedures. Maintained accurate incident records in the ITSM platform, including troubleshooting activities, user communication, resolution details, escalation information, and closure notes. Ensured tickets were updated with relevant technical information and handled according to defined support processes and SLAs.