MANIKANDAN VISWANATH
Milton,ON
Summary
Experienced Technical engineer and Customer Service Professional with analytical and flexible approach to solving problems. Decisive leader driven to optimize processes and streamline operations for team efficiency.
Overview
13
13
years of professional experience
Work History
Lead VMware Horizon VDI Engineer
Wipro Limited
02.2022 - 12.2023
- Installed, configured and maintained VMware Horizon View 7.6 VDI infrastructure
- Tested, troubleshoot and deployed applications, upgrades and operating security updates in the Virtual Desktop environment while working with application teams to minimize user impact
- Managed AppVolume application delivery technology
- Created, tested and maintained group policies via DEM
- Worked with infrastructure teams in support of the vCenter hosting the VDI environment
- Presented and introduced VDI solutions and topics to non-technical audience.
Lead Citrix Administrator
Wipro Technologies
06.2016 - 01.2022
- Worked on publishing of Applications, Desktops, Server Desktops, Personal VDisks, to users via Citrix Management Console
- Responsible for health check of Citrix servers comprising PVS, Storefront, Infra servers, VCenter and to take immediate action on unhealthy servers
- Troubleshooting XenDesktop machines using Citrix Studio & Director
- Administration of Citrix XenApp 6.5 using App Center console and managing server load, policies, providing application access to users via XenApp
- Installing requested applications on necessary server, VDisk Management
- Performing the root cause analysis for recurring incidents on a monthly basis and suggesting process improvements to reduce the incoming incidents
- Evaluate, plan and implement patching and maintenance plan for entire infrastructure on weekly and monthly basis
- Evaluating and recommend the new software, hardware and necessary patches to optimize the working
- Work on Change Management, Incident Management, Service Request Management, Problem management Tickets within the SLA
- Working on Threat Management for XenAapp and XenDesktop machines.
Senior Associate
Wipro Limited
09.2013 - 05.2016
- Provided information about products and services available to customers.
- Liaised between customers and retail buyers to expedite orders and meet customer demands.
- Followed up with customers after purchase to ensure satisfaction.
- Answered phone calls from customers promptly and courteously.
- Promoted brand and marketing campaigns to create interest with customer.
- Collaborated with sales team members to stay current on inventory levels and resolve item issues.
- Assisted customers with returns, exchanges, refunds, and other transactions as needed.
- Promoted available products and services to customers during service, account management and order calls.
- Relayed customer feedback to cross-functional teams to improve products and services.
- Upheld quality control policies and procedures to increase customer satisfaction.
Customer Service Executive
Hong Kong & Shanghai Banking Corporation (HSBC)
06.2011 - 12.2012
- Served HSBC bank US, Credit card department.
- Manage large amounts of incoming phone calls.
- Generate sales leads, handle customer complaints.
- Identify and assess customers’ needs to achieve satisfaction.
- Build sustainable relationships and trust with customer accounts through open and interactive communication.
- Provide accurate, valid and complete information by using the right methods/tools
- Meet personal/customer service team sales targets and call handling quotas.
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
- Keep records of customer interactions, process customer accounts and file documents.
- Follow communication procedures, guidelines and policies
- Take the extra mile to engage customers
Education
Bachelor of Commerce (Customer Service Management) -
Andhra University
01.2011
Intermediate in the stream of Science (Mathematics, Physics, Chemistry) -
Narayana Jr. College
01.2008
Secondary Education (CBSE) -
Kendriya Vidyalaya
01.2006
Post Graduate Certificate - Process Quality Engineering
Conestoga College Institute of Technology And Advanced Learning
Milton, ONSkills
- Citrix XenApp and XenDesktop
- VMware Horizon View
- Citrix PVS
- Citrix Cloud (L1)
- End User Technical Support
- Systems Administration
- Group Policy
- VMware vSphere Administration, ESXi
- Cisco UCS
- Team Leadership
- Team Supervision
- Proficient in Citrix Virtualization
- Proficient in Customer Service
- Attention to Detail
- Computer Skills
- Customer Interaction
- MS Office
- Time Management
Affiliations
- Reading
- Biking
Accomplishments
- Received best team leader award in 2021 with previous employer, Wipro Limited.
- Consistently ranked high in appraisal rating for 6 years with previous employer(Wipro Limited).
- Led the effort to certify previous client to get Payment Card Industry Certification in 2022.
Timeline
Lead VMware Horizon VDI Engineer
Wipro Limited
02.2022 - 12.2023
Lead Citrix Administrator
Wipro Technologies
06.2016 - 01.2022
Senior Associate
Wipro Limited
09.2013 - 05.2016
Customer Service Executive
Hong Kong & Shanghai Banking Corporation (HSBC)
06.2011 - 12.2012
Bachelor of Commerce (Customer Service Management) -
Andhra University
Intermediate in the stream of Science (Mathematics, Physics, Chemistry) -
Narayana Jr. College
Secondary Education (CBSE) -
Kendriya Vidyalaya
Post Graduate Certificate - Process Quality Engineering
Conestoga College Institute of Technology And Advanced Learning