Summary
Overview
Work History
Education
Skills
Websites
Certification
Accomplishments
Timeline
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Priyanka Gulati

Melbourne,VIC

Summary

Experienced IT Support Engineer with over 10 years in the field, starting my career working directly for Citrix and now with 7 years at Wipro. Specialized in Citrix administration for the past 3 years, with proven expertise in optimizing virtualization and application delivery. Microsoft-certified (AZ-900, PL-900, PL-100, PL-300, MB-910), skilled in troubleshooting, system management, and enhancing user experiences through Citrix technologies.

Overview

11
11
years of professional experience
1
1
Certification

Work History

IT Central for NBNCo at Wipro Limited

Wipro Limited
12.2017 - Current
  • The IT Central Team at NBNCo provides comprehensive IT support to NBN employees.
  • Provide technical support to users by efficiently responding to incoming requests via phone and ticketing systems.
  • Diagnosed and troubleshot hardware, software, network, and Citrix-related desktop and application issues, guiding users through resolution steps.
  • Assist and advise users on appropriate actions, offering education or coaching when needed, particularly for Citrix-related concerns.
  • Install software remotely on user devices and perform basic administration tasks such as password resets and account creations.
  • Proactively track, manage, resolve, and complete requests and incidents, including Citrix-related issues, within agreed service levels, maintaining high customer satisfaction.
  • Manage tasks in the service request queue, resolving or triaging incidents and requests, including Citrix-related support, within the appropriate timeframe.

Technical Support Admin at J2 Australia Hosting Pty Limited

J2 Australia Hosting Pty Limited
12.2016 - 08.2017
  • A Technical Support Administrator manages end-to-end operations, including Citrix XenApp implementation, Citrix XenDesktop administration, Windows Servers administration, data center operations, and web hosting administration at an Australian-based hosting service provider specializing in Managed Virtual & Dedicated Servers, Data Centre Services, Enterprise Messaging and Server Virtualization, Software as a Service (SaaS) Solutions, and Infrastructure as a Service (IaaS) Solutions.
  • Assisting clients with a wide variety of hosting services, such as web, mail, DNS, databases, FTP, and more, on both Linux and Windows platforms.
  • Working with control panels such as Plesk & cPanel.
  • Help users with the domain and the website hosting.
  • Handling escalations from Level 1 and supporting System Administrators with their projects.

Citrix & Windows Support Professional

Citrix R&D
India
10.2013 - 08.2016
  • Citrix & Windows Support Subject Matter Expert responsible for managing the administration and implementation of various Citrix products, including XenApp, XenDesktop, XenServer, etc., as well as Windows Servers at Citrix R&D, India.
  • The company specializes in App and Desktop Virtualization, Networking, Enterprise Mobility Management, Collaboration and Communication, File Sync and Sharing, and Cloud Services.
  • Administration and implementation of XenDesktop and XenApp, including Provisioning Services, VDI in a Box, Edgesight, and Netscaler.
  • Providing on-call support for critical issues and managing customer expectations and experiences to achieve a high degree of customer satisfaction.
  • Mentoring new team members.
  • Providing cross-training to team members on the various functionalities of the application.
  • Handling difficult employee or customer issues and ensuring positive interactions, even when the message content is challenging or critical.
  • Communicating at all levels among customers, escalation, engineering/development teams, and service managers about progress and action plans.
  • Formulating and coordinating solutions to issues in conjunction with multiple functional areas and presenting tailored material to executive-level management.
  • Regularly interacting with senior management and key stakeholders across departments and driving the message for issue resolution.
  • Identifying and resolving technical issues in a clear, courteous, and straightforward manner.
  • Working closely with team members to meet or exceed all customer service requirements.

Education

Bachelor of Technology in Computer Science - Honour’s Degree -

Sikkim Manipal University
01.2013

Master of Business Administration (MBA) -

Sikkim Manipal University

FNS50322 - Diploma of Finance and Mortgage Broking Management -

CPP41419 - Certificate IV in Real Estate Practice -

Skills

  • Citrix Administration: Expertise in Citrix XenApp, XenDesktop, XenServer, Provisioning Services, VDI, Edgesight
  • Microsoft Technologies: Experienced with Microsoft Azure, Power Platform (PL-900, PL-100, PL-300), Dynamics 365 Fundamentals (MB-910)
  • Technical Support & Troubleshooting: Skilled in diagnosing and resolving hardware, software, network, and Citrix-related issues
  • Customer Service & Satisfaction: Proven ability to provide high-quality support and maintain customer satisfaction through efficient issue resolution
  • Incident Management: Experience in tracking, managing, and resolving requests and incidents within agreed service levels
  • Web Hosting & Domain Management: Skilled in managing web, mail, DNS, and database hosting on both Linux and Windows platforms
  • Communication & Collaboration: Effective communicator with experience

Websites

Certification

  • ITIL v3 Foundation Certificate in IT Service Management
  • Microsoft Certified: Azure Fundamentals (AZ-900)
  • Microsoft Certified: Power Platform Fundamentals (PL-900)
  • Microsoft Certified: Power Platform App Maker Associate (PL-100)
  • Microsoft Certified: Microsoft Power Platform Fundamentals (PL -300)
  • Microsoft Certified: Microsoft Dynamics 365 Fundamentals (CRM) (MB-910)

Accomplishments

  • Received around 5 performance awards consecutively in Citrix Research & Development for outstanding client deliveries and service.
  • Recognized in Wipro Technologies for consistently surpassing daily targets and earning multiple Performance Excellence Awards for exceptional chat support performance.

Timeline

IT Central for NBNCo at Wipro Limited

Wipro Limited
12.2017 - Current

Technical Support Admin at J2 Australia Hosting Pty Limited

J2 Australia Hosting Pty Limited
12.2016 - 08.2017

Citrix & Windows Support Professional

Citrix R&D
10.2013 - 08.2016

Bachelor of Technology in Computer Science - Honour’s Degree -

Sikkim Manipal University

Master of Business Administration (MBA) -

Sikkim Manipal University

FNS50322 - Diploma of Finance and Mortgage Broking Management -

CPP41419 - Certificate IV in Real Estate Practice -

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Priyanka Gulati