SUMMARY:

Dedicated engineer with progressive experience providing frontline and advanced support in an enterprise environment at Confidential . Expertise in leading company - wide IT initiatives, providing support to end-users relating to Adobe, Microsoft, and Citrix solutions. Broad base of knowledge encompassing hosted services, networking, server management, disaster recover, as well as security. Seeks to join an enterprise, which will benefit from an experienced support engineer.

EXPERTISE:

• Systems Administration
• System Configuration
• System Debugging
• Helpdesk & Network Support
• Troubleshooting & Repair
• Server Build-Outs
• Windows & Linux Servers
• Program Management
• End-User Support

TECHNICAL SKILLS:

Cloud Services: Office365, Exchange, SharePoint, CRM, Azure, Box, VMWare Virtualization Citrix ShareFile, XenDesktop, XenApp, Provisioning Server, and NetScaler

Networking: LAN, WAN, POP, SMTP, DHCP, TCP/IP, WINS, DNS, VPN, FTP, Wireless.

Servers: Mac OSX Installation, configuration, administration and patch management.

Hardware: Clarion, DataDomain, RecoverPoint, Cisco UCS, Nexus, Switches, and Routers

OS: Windows 9x/NT/ 2000/2003/2008/2012 Server/Desktops. Ubuntu, Red Hat

Software: VMWare 4.1/5/5.5, VDI; Exchange 2000/2003/2007/2010/2013 Server; IIS administration; Active Directory administration and design; GHOST imaging; Symantec Backup Exec.; Microsoft Office Suites 9x/2000/XP/ 2003/ 2007/2010/2011/2013/ Cloud including installation and configuration

EXPERIENCE:

Confidential, Fort Lauderdale, FL

Escalation Engineer

Responsibilities:

• Promoted to provide advanced (tier II and III) support to IT professionals and consultants from enterprise clients using Citrix solutions, such as XenDesktop, XenApp, Provisioning Server, and NetScaler.
• Worked as part of a five-person escalation team to identify, diagnose, and resolve concerns related to performance and connectivity issues in complex technical environments.
• Maintained full ownership of each case and worked with internal stakeholders, vendors, (Microsoft, VMWare, Dell & HP) and client contacts to share data and resolve tickets ranging in length from 1-day up to 1-year
• Coordinated with development teams to troubleshoot issues and gain insight into both causes and solutions to expedite resolution
• Created 100 knowledge base articles regarding newly-discovered configurations/workarounds
• Captured and analyzed network traces from multiple points in server-side and client-side environments, including WireShark and Netmon
• Logged all updates and interactions in Siebel CRM, including case notes and contacts
• Analyzed debug logs from troubled environments

Technical Support Engineer

Confidential

Responsibilities:

• Joined the Citrix team to provide frontline/tier I troubleshooting to B2B enterprise customers as part of a 30-person engineering team.
• Diagnosed and resolved approximately 10 to 15 tickets on a daily basis.
• Escalated advanced tickets. Fielded troubleshooting issues for servers, proof-of-concept, new deployments, networking, load balancing, and networking/connectivity issues.
• Invited to serve as a Reserve Escalation Engineer to assist the Escalation team with priority cases for six months, resulting in a promotion to the Escalation team in Q3 2011
• Conducted network trace analysis, including in-depth investigations regarding provisioning server issues with the PVS decoder for WireShark
• Completed deep examinations of debug-level provisioning server logs to identify issues with SOAP, DB, Stream, Console, and Config Wizard
• Debugged processes and thread applications crash/hangs with various debugging tools, including Process Monitor, CDFtrace, Userdump, WinDbg, PerfMon, and PowerShell

Confidential, Greenacres, FL

PC Technician & Helpdesk Support

Responsibilities:

• Provided tier I support to 100 end-users in software usage, device support, repair, as well as the configuration of both systems and test environments.
• Supported VoIP phones.
• Troubleshot PCs, peripherals, hardware, and software.
• Project Lead on the 3-year Confidential Facility Commander initiative, encompassing responsibility for the planning, configuration, implementation, and testing of security systems: cameras, card swipe systems, lockdown schedules, creating access groups, and scheduling recordings
• Lead technician on the annual PC Replacement project, including completing device inventory, updating the inventory database, replacing legacy devices, and ghosting/configuring machines
• Provided support and for Microsoft and Adobe solutions to more than 100 users by explaining how to perform specific functions and resolving software licensing issues
• Covered the helpdesk between 7:30 am and 4:30 pm, including answering user questions, documenting calls and issues, delegating concerns to technicians, and providing support via phone, in-person, or through remote desktop login
• Assisted with City’s datacenter move by inventorying, moving, and configuring devices
• Created new users in Active Directory and prepared workstations for use while also documenting software license usage
• Installed and configured Citrix, BIS Digital, ArcGIS, Critical911, FileNet & Quilix, CyberLock, Fletcher Budget, MIME Shield, OPS32, GoSpatial, Community Plus, Damage Assessment Kodak & HP Scanners, VoIP phones, digital cameras, and VMWare (test environments)