Jatinkumar Mistry

Experience

• 

  Microsoft

  Jan 2005 - Mar 2017

  Senior Technical Advisor

  As a Senior Technical Advisor I was responsible to help support engineers to deliver high quality of support for all Microsoft customers. Utilizing knowledge of the customer environment, support / help engineers to deliver timely and high quality incident resolution focusing on root cause analysis, prevention, and knowledge transfer. Effectively manage cases/tickets and sub-cases of the engineers to ensure timely and high quality communication with customers and resolution of all issues.Responsibilities:==========•Communicate with corporate customers via telephone, email, and other electronic communications regarding problems.•Analyze problems and provide solutions to meet customer needs;•Drive in regular case/ticket triage meetings to share knowledge with other engineers and develop efficient customer solutions. •Drive technical triages on upcoming products/complex technical subjects for overall improvement of team performance.•Timely and quality SDQF tech reviewsTechnologies:-========Troubleshoot Windows Server 2012 R2/ 2012/2008R2/2008/Windows 10/ Windows 8.1 Windows7/2003/Vista/XP/2000 Core Operating system issues including OS Installation, No boot, Service Packs and Blue screens. Deployment Technologies including Microsoft Deployment Toolkit, WDS, ADS, RIS and SysprepCustomizing Windows OS image, configuring MDT Task Sequence, preparing unattend answer file for automated Customized OS image installationConfiguring and supporting Failover Clustering on Windows Servers, Configuring Highly available Hyper-V Virtual machines on Cluster Shared Volumes and handling CSV Performance issuesSupport Windows Server backup and Volume Shadows copy service (VSS) Exibir menos

• 

  Citrix

  Jan 2017 - now

  Job Profile:========= Work as lead handling team's case wellness by regular case audits, load balancing and case assignments. Understand team’s skill set requirement and ensure technical readiness. Resolve customer reported issues through collaboration with members from the Escalation and Engineering teams. Ownership includes maintaining communications with customers and Engineering <Product Developer> as the main point of contact through the case resolution process.Responsibilities:============• Take escalations from Frontline engineer where they hit a Technical roadblocks or high aged cases• Communicate with corporate customers via telephone, email, and other electronic communications regarding problems.• Analyze problems and provide solutions to meet customer needs;Drive in regular case/ticket triage meetings to share knowledge with other engineers and develop efficient customer solutions. Drive technical triages on upcoming products/complex technical subjects for overall improvement of team performance.• Timely and quality Technical reviewsTechnologies:===========Installation, configuration and troubleshoot issues with Citrix Virtual Apps and Desktop, ShareFile Enterprise Support Citrix Cloud Virtual App and DesktopIntegrate Citrix Cloud with Azure, AWS and Good Cloud PlatformMFA configuration using OKTA in Citrix CloudHandle issues with Citrix Receiver/Workspace App and ICA sessionsWorked on Storefront and Citrix Director Federated Authentication Service (FAS)Integrate SCOM with Citrix environment and troubleshoot issues on itHandle Citrix Licensing configuration and issues on it Exibir menos

  • Principal Escalation Engineer

    Jan 2017 - now

  • Lead Escalation Engineer

    Jan 2017 - Jan 2023