Sivabalan A
Bengaluru
Summary
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Overview
19
19
years of professional experience
4
4
Certifications
Work History
Principal Escalation Engineer
Cloud Software Group
07.2016 - Current
- Led engagement on Citrix’s most technically complex, mission critical or politically hot customer issues, and drive ownership of issues through resolution
- Fully capable of using trace analysis, source code, and other sophisticated debugging tools to analyze problems and develop solutions to meet customer needs
- Ability to drive resolution of highly complex and escalated issues involving both broad and in-depth product expertise; may include support of additional products
- Provided actionable feedback to product group, which resulted in improved product quality or supportability, the adoption of supportability tools by the product group, and the use of tools to reduce days-to-solution metrics
- Contributed globally on the technical and business aspects of the product and plans, which resulted in enhanced product quality
- Committed customer focus, demonstrated communication skills, and the ability to work in a dynamic team environment
Senior Solution Engineer
Mobile Iron India Private Ltd
12.2014 - 07.2016
- Assisted in resolving technical issues related to Virtual Smartphone Platform (VSP) and Sentry within the Mobile Device Management environment
- Collaborated with Customer Success team to provide support and resolve customer-related issues
- Coordinated with the engineering team to investigate, troubleshoot, and resolve complex technical issues, ensuring timely communication and effective problem-solving.
- Shared technical expertise and best practices with interns and new hires, contributing to their onboarding and development
- Contributed globally on the technical and business aspects of the product and plans, which resulted in enhanced product quality
- Created data-driven reports to analyze team performance, identify trends, and recommend improvements to enhance team effectiveness.
Senior Engineer
Flextronics
04.2008 - 11.2014
- Administered a large-scale, multi-site Flextronics Exchange environment supporting 85,000+ users, ensuring high availability and performance.
- Managed the full lifecycle of Exchange Server infrastructure, from initial installation and configuration (2003, 2010, 2013) to ongoing maintenance, patching, and upgrades.
- Successfully executed Exchange migration projects, transitioning users from Exchange 2003 to 2010 and subsequently to Office 365 (pilot).
- Managed key phases of Exchange migration projects, including planning, execution, and user communication, ensuring seamless transitions from Exchange 2003 to 2010 and Office 365 (pilot).
- Provided end-to-end support for the Blackberry infrastructure, including installation, configuration, troubleshooting (using Blackberry Resource Kit tools), and issue resolution
- Managed the MobileIron environment, possessing deep technical expertise in VSP and Sentry installation, configuration, troubleshooting, and upgrades, including log analysis and vendor coordination for critical issues.
- Created data-driven reports to analyze team performance, identify trends, and recommend improvements to enhance team effectiveness.
Senior Technical Support Executive
Sutherland Global Services
12.2006 - 04.2008
- Provided technical support for Microsoft Outlook, troubleshooting connectivity issues with Exchange Server via remote access tools to ensure seamless user experience.
- Efficiently managed support tickets, classifying, prioritizing, and escalating as needed to ensure timely resolution.
- Escalated unresolved customer issues to higher-level support teams, facilitating prompt resolution and customer satisfaction.
Technical Support Officer
HCL Services
03.2006 - 11.2006
- Delivered remote technical support to end-users, troubleshooting Outlook client issues via remote desktop and NetMeeting sessions.
- Diagnosed and resolved wireless and internet connectivity issues, ensuring seamless network access for customers.
Education
Bachelor of Engineering - Electronics And Communications Engineering
Mepco Schlenk Engineering College
Sivakasi 04.2001 -
Skills
Enterprise Mobility Management
Migration expertise
Exchange Server Management
undefinedWebsites
Accomplishments
- Award/Achievement, Organization, 20XX
Certification
Citrix Certified Citrix Endpoint Management
Timeline
Citrix Certified Citrix Endpoint Management
12-2023
Principal Escalation Engineer
Cloud Software Group
07.2016 - Current
Senior Solution Engineer
Mobile Iron India Private Ltd
12.2014 - 07.2016
Mobile Iron Advanced Administration (200 series)
05-2012
Mobile Iron Administration (100 series)
04-2012
Microsoft Certified System Administrator
05-2010
Senior Engineer
Flextronics
04.2008 - 11.2014
Senior Technical Support Executive
Sutherland Global Services
12.2006 - 04.2008
Technical Support Officer
HCL Services
03.2006 - 11.2006
Bachelor of Engineering - Electronics And Communications Engineering
Mepco Schlenk Engineering College
04.2001 -
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