SUMMARY

• Excellent problem solving skills and have supported over 8000 End Users in a multiplatform environment in order to ensure 99.99% SLA (Service Level Agreement) is maintained.
• Strong work ethics with excellent people skills and specialize in working in a collaborative team environment.
• Excellent communications skills with the ability to explain complex technical terms into more similar and easy to follow communication flow.
• Proven ability to complete tasks on time and within a timely manner and to meet/exceed all customer expectations.
• EPIC Go - lives for Bronze, Silver, Gold and Platinum for Spring 2007 and Silver, Gold and Platinum for Spring 2009 experience within Citrix.

TECHNICAL SKILLS

Hardware: HP, Compaq, Confidential, Apple and IBM Compatible Desktops and Servers, Laptops, Mobile Portable Devices Support

Operating Systems: Windows 2000, 2003, 2008, XP, Vista, Windows 7 OS Platforms

Mail Clients / Systems: Outlook 2003, 2007, 2010 w/ Exchange 2000, 2007, 2010

Virtualization Technology: VMware Workstation, ESX, Microsoft VM, VMware Server Edition and Cloud Experience

Application Suites: Office Professional 2003/2007/2010

Networking: LAN/WAN, DHCP, DNS, FTP, VPN, SSH, TCP/IP, RDP

Peripheral Equipment: Printers, Modems, DSL/Cable, Network Interface Cards, Patch Panels, Backup/Storage Devices (IBM Tivoli and Microsoft Backup)

Other: Active Directory, Wireless Technology, Antivirus Solutions, Wise and Install Shield Technology, EPIC Spring 2007 and 2009.

PROFESSIONAL EXPERIENCE

Confidential

Server and Citrix Engineer

Responsibilities:

• Server Administration and Development which includes pushing out EPIC Summer 2007/2009 for Citrix Installation, configuration and support.
• EPIC SU Bundle updates and Citrix Configuration Processes.
• Citrix 64bit registry and hardware updates for EPIC software compatibility.
• Update weekly the EPIC Citrix Preproduction and Production Environments and worked on Citrix reboot scripting via VB Scripting, Active Directory Account Setup and Verification, backup and recovery, and day to day incident tickets for Citrix and Server Engineering.
• Migration from Citrix XPe to Citrix 4.0 environment, and upgrading Citrix 4.0 environment to 5.0
• Install/configure Citrix Advance Access Gateway and Control for Citrix XPe, 4.0, 4.5 and 5.0 Citrix environments for secure access gateway support for offsite user base utilizing RSA token authentication via Java and Citrix Client connections
• Utilize, create and maintain reports via WIRM and Citrix Resource Manager.
• Utilize, create, publish and maintain packages using Citrix Installation Manager.
• Create and implement Citrix Policies within CMC and Active Directory.
• Utilize Load Evaluator and base the required load on each server.
• Utilize and implement Citrix Printer Management.
• VMware client installations and setups, virtual server setups and installations and Cloud Computing.
• Conduct VMware client installations and setups, virtual server setups and installations to emulate Client environments for proper MSI Package testing.
• Conduct MSI Development and Testing, Citrix administration, Active Directory, DNS and DHCP setups, print cluster setups.
• Build Windows 2003 and 2008 Servers and push necessary patches and updates via Marimba Clients utilizing Change Management processes.
• Design and develop documentation on Desktop, Server and Citrix migrations, setups and troubleshooting.
• Setup Workstation, Server and Citrix Group Policy Objects and created specialized Security Groups for the all Published Applications.
• Install and implement/configure all workstation and server related monitoring tools such as IBM Tivoli (TSM) backup software, NetIQ monitoring software and Symantec Endpoint Protection.
• Conduct registry edits and reconfigurations/scripting/MSI builds to ensure that all applications are compatible with all environments including virtual.
• Duties also include Project Technical Lead in charge of all Server decommissioning and implementation.
• Manage all site documentations and assisted in the development of corporate wide Dashboard System.
• Maintain Request Tasks for each desktop and server implementation and/or decommissioning and ensure that all components are completed by each Team Member and validate that the Client has signed off on the Go-Live.
• Develop Readiness plans with Project Managers, Team Members and internal and external Clients to ensure Client satisfaction and understanding.
• Maintained budget restraints and ensured project readiness occurred on time and on budget.
• Re-engineered documentation to reflect the latest changes in the desktop and server environment and created and implemented Projects to Stead State Turnover Checklist (SOP), Workbook PADs, and Bare Metal Restore (BMR) documentation.
• Work with Project Managers to ensure that all project deliverables are met and on time, communicate in business meetings and address Client objectives both technical and non-technical.
• Maintain and manage Microsoft Project and Visio Technical diagrams for each project.
• Build, Test and work with various teams including Application, Unix/Linux, Mainframe, Operations and EPIC Support Teams.
• Provide clear and concise updates on all project levels, support and development to all Team Members.
• Developed Test Procedures/schedules and processes for all Desktop and Server processes and ensured that all performance tools and backup tools are properly configured and implemented and/or decommissioned.

Confidential

Deskside Support/Desktop Engineer

Responsibilities:

• Provided PC hardware and software support to multiple end user environments.
• Provided assistance to end users in interfacing with Enterprise applications such as SMS, IDX, TSI, Orbit, LastWord, etc.
• Installed, configured and trouble shoot standard NIC cards and tested and insured network connectivity for client PCs and performed software installs.
• Assisted with providing connectivity and problem solving techniques for clients and assisted with RAS, Citrix and Terminal Services support for the clients.
• Supported, operated and troubleshoot network equipment such as network wiring, hubs, modems, punch down closets and network connected printers.
• Troubleshoot as well as document, plan and implement new technologies.
• Develop SMS Packages using Wise Script based on MSI technology. Conducted testing on numerous HP models including Laptops and Desktops to implement proper QA testing before pushing out software packages.
• Migrated over 500 applications from vendor executable to MSI Technology within a 4 month period that was tailored for Stanford’s needs.
• Manage Deskside Services Queue's and disseminate severity incidents to all techs.
• Trouble shoot and remote into Client PCs' and Laptops' and provide logistic and technical support
• Create documentation and FCR's for the Service Desk and provide support and technical insight to the Service Desk as well as review and acknowledge all incoming incidents in a timely manner.

Confidential

Field Service Technician

Responsibilities:

• Designed and implemented Field Service Website using Netobjects Fusion and Java Script.
• Provided administrative and technical assistance in the development, installation, and ongoing maintenance of NT Workstations.
• Maintained PC Hardware documentation and asset information and provided PC hardware and software support.
• Provided assistance to end users in interfacing with Enterprise applications such as SMS, IDX, TSI, Orbit, LastWord, etc. Installed, configured and trouble shoot standard NIC cards and tested and insured network connectivity for client PCs as well as software installs.
• Assisted with providing connectivity and problem solving techniques for clients. Assisted with RAS, Citrix and Terminal Services support for the clients.
• Supported, operated and troubleshoot network equipment such as network wiring, hubs, modems, punch down closets and network connected printers.
• Serviced over 1000 employees in a year’s time frame.
• Conducted Novel printer and account management trouble shooting and setups.
• Promoted to Desktop Engineer in 2001 with the responsibility for engineering and support required for the development, design, implementation and on-going maintenance of the Enterprise Desktop and Mobile Systems.
• Troubleshoot as well as document, plan and implement new technologies.
• Develop SMS Packages using Microsoft SMS Installer and Install Shield and Wise Script based on MSI technology and created and tested 175 MSI packages in a 5 month time frame.
• Assisted in moving Field Service Borg server from a Novell server over to a Windows 2000 server and proceeded to create the necessary rights, privileges, and directory structures for the new Borg server.
• Moved the Taz Web server from Novell to Windows 2000 server and setup all the necessary access rights and directory structures for the new Taz server.
• Wrote numerous documentations on the majority of the corporations software installs. Tested and implemented tracking and keystroke software.
• Conducted Research into Windows 2000 Desktop transitioning plan and drew up a plan of action and conducted testing on numerous HP models including Laptops and Desktops to test the transition plan.

Confidential

Technical Support Technician

Responsibilities:

• Provide technical support to Call Center end-users (240+) and work with Lotus Notes and Corona personnel to ensure proper system stability.
• Provide networking and NT workstation trouble shooting to ensure that the Call Center workstations are maintained and in working condition. This includes corrective action both remotely and on-site.
• Conducted inventory of all Call Center systems, update necessary databases, and integrate necessary systems and printers throughout the Call Center.
• Coordinated with Lotus Notes and Corona personnel on creation of user accounts and created end-user NT accounts and administrated proper privileges and administrated Aspect phone numbers and update appropriate databases.
• Conducted appropriate training to Call Center personnel on Lotus Notes, EMC2 mail, Stargate, user account logon's and basic NT functions.
• Advise end-users on location and placement of workstations and printers and configure and install these workstations and printers where needed.
• Conducted trouble shooting on workstations, LAN, printers, and Simon Board and perform necessary corrective action to get them back on line.
• Worked with end-users to define and resolve hardware and software problems and assisted the end-users with the resetting of all system passwords.
• Conducted documentation of all events that occur and provided regular follow-up visits to end-user locations.
• Configured Outlook 98 Email Servers. Member of Stargate User Group Action Team and was Appointed to the Role of Lotus Notes Specialist for Northern California Region.