SUMMARY

• Talented IT Support Analyst with over Seven years of progressive experience in diverse companies including Nissan Canada, Bell Canada and Siemens Canada.
• A service - oriented, motivated individual with a “can-do” attitude possessing a solid desire in providing exceptional customer service, and working in a challenge-driven, team oriented / Individual technical support environment.

PROFESSIONAL EXPERIENCE

Confidential

Systems Administrator/Engineer

Responsibilities:

• Built and managed Citrix XenApp 6, 6.5, 7.6 infrastructures. Created new Farms, Zones, Sites
• Created and managed XenApp Data Collector servers, Session Hosts, License Server, Web Interface Server
• Initiated Citrix XenApp hosted and streaming apps. Created Citrix policies and load management architecture
• Deployed Citrix receiver through web interface and worked on customizing Citrix web site interface
• Configuring Citrix Studio, Store Front, Created Machine Catalog and Delivery Groups.
• Utilized MCS and PVS technology for Machine and Apps Creation and Publishing
• Assigned Custom Administration Privileges on Xen App Server for Helpdesk and Administrators Group
• Xen Server and Xen Center Installation and Configuration
• Configure Session Lingering for Selected Users in Xen App Environment
• Provided consultation and support for installing and configuring windows Server 2003, 2008, 2008 R2
• Managed installation/post-installation configuration of Servers & Active Directory Domain Services (AD DS)
• Monitored and maintained smooth working of physical computers and regular maintenance of the systems
• Managed windows servers and active directory user profiles and other OUs, and troubleshoot profile / password issues
• Liaison with internal customers face to face, remotely or over the telephone to help set up systems or resolve issues
• Installed and tested Applications before bringing into production environment
• Troubleshoot XenApp Server Policies, Load Management And Printers
• Configured Local Host Cache (LHC) By Dsmaint Command Line
• Troubleshoot The Citrix IMA Service And The ICA Communication Channel
• Troubleshooting and Installation of Cisco Any Connect For Remote Users.
• Setup New User LAN ID’s And Specific Permission in Active Directory Group Policies Also Disabling LAN ID’s For Terminated and Departing Users.
• Mapping Shared Drives for Specific Users in Specific Departments Such As Finance, Legal and Sales and I.T.
• Provided Application Support For Microsoft Office 2013 (Outlook, Word, Excel, Power Point) Lync 2013
• Using Active Identity for VPN Token Password Reset and Certificate Renewal.
• Used Scanpst For Removing Errors And Compacting The Outlook PST File.
• Provided Local And Remote Desktop Support, Troubleshooting For Corporate Headquarter And Remote Locations
• Performing HA, V-Motion, P2V and VM Host Migrations Activity.
• Knowledge With Installing And Implementing Vmware ESXi Server, Vmware Virtual Center,
• Setting Up V-Motion, HA, DRS, And Related Vmware Products
• Deployed And Configure SCCM Configration Manager Console
• Installed And Configure SCCM Client

Confidential

Desktop Support Analyst

Responsibilities:

• Utilized exceptional customer skills and provided a 360 follow-up of resolution with users of the system, ensuring that a full history of all problem resolution activity is available for historical, statistical or auditing purposes
• Member of the technical support team providing Level 2 support and escalating calls to Level 3 Support as necessary
• Document and create Service Desk processes in the Service Now CRM System
• Establishing and keeping open lines of communication with clients and managing expectations regarding tickets and Service Desk SLA’s
• Installed and configured DC and RODC on Windows Servers (2003/2008/2008R2/2012).
• Created 3,800 user contacts using the PowerShell script, Installed and configured DHCP on a server core 2008R2
• Administered Group policies across enterprises using GPMC on Windows Server 2008R2 Group Policy permissions Configuring Security Filtering
• Troubleshoot PCs, Servers network problems and diagnosed and solved hardware or software faults
• Provide support for Microsoft Windows Server/Windows 7 OS, Created and configured answer files for Windows 7 deployment
• Created Sites and Subnets in Active Directory Sites and Services
• Used troubleshooting tools System Monitor, Event Viewer, Network Monitor and logs
• Troubleshoot XenApp Server Policies, Load Management and Printers
• Troubleshoot The Citrix IMA Service And The ICA Communication Channel
• Built, configured a WSUS server to update the client machine for windows updates through GPMC
• Testing and installation of critical updates and security patches
• Used Imaging Tools WSUS, WDS, IMAGEX, WAIK, MDT for deploying New Machines
• Triage and resolve incident tickets, IMAC (Install, Move, Add, Access) requests for various Service Desk users in Service Now Ticketing System
• Utilized Citrix App Center for Application Publishing
• Configured Local Host Cache (LHC) By Dsmaint Command Line
• Configuring email accounts, imaging laptops and BlackBerry/iPhone for new employees and deactivating profiles for departing employees
• Worked with the IT Support Center Team to implement a new Remote Access Tool (GoToAssist) with VPN and Terminal Services
• Diagnosed and troubleshoot computer hardware and software problems on a variety of Windows based systems.
• Providing ITIL and ITSM conforming service management, including designing durable methods and best practices for incident, change and problem management processes
• Participated in creating and maintaining technical support documentation including User Guide training material, processes and procedures for new Help Desk workflows.
• Installed logical printers on a print server and preparing print server to host clients.

Confidential

INFORMATION SYSTEMS SUPPORT ANALYST

Responsibilities:

• Provide a 360 degrees technical support experience, in the resolution of client and support issues among client sites to ensure timely distribution of knowledge and positive impact on client satisfaction
• Log all technical support calls, email requests and in-person issues in the Remedy - Problem Reporting System and update problem profiles progressively
• Dealing with and/or responding positively to complaints, problems, and sometimes negative and emotional behavior
• Engage in IT Technical Support daily Morning Meeting results and keeping updated about upcoming changes with the goal of knowing what is going into production and what could cause problems
• Identify possible problem areas or communication needs while keeping peers and end users informed of trends, significant problems, unexpected delays and anything new in the environment. Analyze and resolve problems with a 90% First Call Resolution
• Support Microsoft Office Suite- Microsoft Word, Microsoft Excel, Microsoft Access, Microsoft SharePoint, Windows Server 2008, Windows 7 Standard Desktop, Remote Access, Lotus Notes Client
• Troubleshooting desktops/laptops, OS related issues, VPN, application support, Lotus Notes/Outlook, IBM Print Smart/ HP Printers
• Worked with onboarding of SMS/SCCM 2012 servers
• Resolution of problems via remote management tools RDP/ILO and Event Viewer with data center technician to identify hardware issues
• Monitoring Serv-1 (severity level 1) incidents and other issues in service desk to coordinate Windows, UNIX, Storage and Change Management Teams
• Investigate causes, test solutions, and put solutions in place to reduce calls to the help desk
• Monitor for trends that indicate potential problems and then eliminates the problems before they happen
• Diagnose and resolve technical hardware and software issues. Related to desktop and laptop computers (and peripherals), interactive white boards and projectors