SUMMARY

• Highly skilled in Windows Server 2008R2/2012 - based networks management (AD, DHCP, DNS, GPOs, Print/File services, Hyper-V), Cisco Unified Communication Manager, Citrix XenApp / XenDesktop, VMWare
• Reporting via Splunk, Tumbleweed, WSUS
• Provide training and customer support for information technology problems in a Windows 7/8/10 environment
• Experienced in L1-L3 technical support, Executive-Level IT support and troubleshooting
• Proficient in Microsoft Office Suite
• Proficient with Azure, AAD and Office 365 management for small to medium scale infrastructures
• Proficient with Citrix management tools (Profile manager, Citrix management console, Citrix Studio) and Microsoft tools (Active Directory Users and Computers, Exchange console and management, File and Print services, DFS, Group Policy)
• Monitored and Managed small to mid-size MS Terminal Services and Citrix farms via VMWare VSphere, MS Terminal Services console and Hyper-V management console/Server.
• Managed update/patching via WSUS for two satellite offices
• PHI/PII/HIPAA Security & Compliance aware
• Physical Security
• Mobile Device Management
• Assisted local and remote customers with XenApp and XenDesktop issues on mobile devices (iOS and Android), laptops and desktops (Mac OS and Windows 7/8/10)
• Used Citrix cleanup tool and manually cleaned up installation of Citrix Receiver when necessary
• Built custom win7Embedded images for Dell/WYSE thin clients to update drivers and Citrix Receiver version, and documented the reimage process for rest of Service Desk team
• Solved network printing issues by using a combination of Citrix tools, logon scripts, and AD group membership
• Assisted engineer/sys admin team with daily Citrix farm maintenance via updating applications on master image, force close any XenApp / XenDesktop sessions hung either at end-of-day, or before clients would start the day

PROFESSIONAL EXPERIENCE

Escalation Engineer and Helpdesk Manager

Confidential

Responsibilities:

• Provides leadership to a team of four engineers and two helpdesk technicians for a mid-sized MSP with primarily medical facilities clients.
• Manages and troubleshoot issues with Azure, AAD and Office 365 accounts
• Run reports in AutoTask to track SLAs are met (tickets response time, weekly/monthly closure stats, etc…)
• Triaged incoming tickets between technicians and engineers
• Developing KB, training and SOP articles for most common issues

IT Concierge Support

Confidential

Responsibilities:

• Provides white-glove technical support to C-Suite residents as part of the IT Concierge team.
• Provides support for Citrix based clinical application Cerner to large user base both locally and remote with issues spanning from login to citrix plugin malfunction, to data discrepancies.
• Made sure tickets are responded to within SLA of 15 minutes
• Assists all EXEC branch with any and all issues they may have from password resets to data integration and analytics triage with DevOps and PM teams
• Ensures all forms of communications are within HIPAA compliance, and that PII is not shared inadvertently

Help Desk Tech & Helpdesk Manager

Confidential

Responsibilities:

• Mentored a team of 2 technicians at different locations, provided Tier II and III support to 1000+ users all across the US and in UK-based office.
• Jr admin experience maintaining and troubleshooting GreatPlains/MS Dynamics (DB maintenance, Server/Client updates, etc...)
• Provided support in a server/client (and citrix) environment for clinical oriented applications such as 4D and Flexcare360 for connectivity issues to DBs, image loading, printing, etc...
• Made sure team handles tickets and prioritize accordingly
• Consulted with senior management on technologies implementations, and possible solutions to current issues
• Managed and periodically audited AD user object group membership to ensure IT Security standards were met (on/off-boarding, change of duties, etc…)
• Reported to the IT Director regarding staff performance, local infrastructure status and staff usage of technology and trends
• Managed Exchange 2010, EMC Avamar backup solution, Cisco Unified Communications Xpress, Cisco Unity Messaging, Cisco Jabber, Cisco IP communicator, Cisco Webex, Citrix XenApp and Citrix XenDesktop environments
• Reviewed Domain controller logs for security purposes: account lockout audits, permissions, and object modification audits.
• Monitored DHCP and DNS servers to ensure optimal network performance
• Ensured Helpdesk customers adhered to HIPAA compliance standards and DLP practices by advising and training not to divulge patients PII electronically, verbally or written when communicating about IT related issues.

Global Service Desk Technician

Confidential

Responsibilities:

• Provided Tier-I & II technical Support to users based in the Europe, Asia and Africa territory via phone, live chat and email.
• Troubleshoot client-side applications including operating system (Windows XP/7), third party applications (including Office 2003/2010 Suite, Oracle client, Internet Explorer 6/7, IBM Lotus Notes).
• Managed Corporate document management platform (EDMS) to ensure connectivity, data availability, access management/rights
• Served as the Team’s PDA Specialist resolving wireless connectivity problems on PDA’s Oracle client, email synchronization.
• Managed Blackberry and Windows Mobile 5/6 smartphones remotely
• Ensured emails and trouble tickets were dealt with in a timely matter

Help Desk Technician

Confidential

Responsibilities:

• Provided technical support for over 200 users remotely or on-site while monitoring 20+ Windows 2003 Servers,
• Active Directory administration.
• Reviewed Domain controller logs for security purposes: account lockout audits, permissions, and object modification audits.
• Managed group-base access controls for all new employees, change of duties, and also applied IT Security principles for terminations/employee separation
• Responsible for Disaster Recovery planning and testing. Including scheduling, supervise and maintain backup jobs throughout the network using NTBackup, CA Arcserve 10 and Symantec Backup Exec 12
• Built, deployed and maintained workstations.
• Responsible for telecommunication equipment and service.
• Answered help desk support calls.
• Installed and maintained Groupwise 6.5 and Microsoft Outlook 2003 mail clients