Objective

Iam actively seeking to relocate to our nation s Greatest and Most Prosperous state of Texas in a continuing effort to further my IT Career and to be closer to my aging in-laws.

Server Hardware Supported

ProLiant BL460c G6 ProLiant BL460c G7 ProLiant BL460c Gen8 Cisco UCSB200 M4 Cisco UCSB22 M3

Network and Desktop Operating Systems

• Windows Server 2003 Enterprise Windows Server 2008R2 Enterprise Windows Server 2012 Standard
• Completed Microsoft Official Course Upgrading your skills to MCSA Windows Server 2012 M20417
• Windows XP Professional Vista Enterprise Windows 7 Enterprise and Windows 8 Enterprise

Hypervisors

• XenServer 6.1 6.2 VMware 5.5 Hyper-V Server 2012
• Remote Administration and Power Management Tools
• Wake on Web HP BladeSystem Onboard Administrator i.e. iLO
• Enterprise Network Monitoring Tools
• WhatsUpGold Premium Edition v14.1.2 Build 128
• Enterprise Antivirus Solutions
• Symantec Endpoint Protection Manager 11.0.6005.562
• Active Directory Environment
• NetIQ Directory and Resource Administrator and Exchange Administrator DRA ExA .
• Active Directory Computers and Users Supported Single Domains and Multiple Domains
• Enterprise Level Data Protection Software Backup Software
• EMC NetWorker Management Console and NetWorker User 7.6.3.2 Build 860 .Quantum Scalar i500 Tape Library

Ticketing Systems

Siebel CRM 8.1.1 Peregrine HPOpenView Service Center System Remedy BMC Remedy 7.5 AR System ServiceDesk Support Central 3.8.0.0

Remote Control Tools

• Systems Center Configuration Manager SCCM 2007 Remote Assistance and Remote Desktop
• GoToAssist GoToMyPC GoToMeeting MS Lynch Livemeeting NetMeeting Symantec PCAnywhere DameWare VNC

EMPLOYMENT HISTORY

Confidential

Server Engineer - Server Infrastructure Team

• Served as Citrix Administrator and also a Server Engineer on a 10 member Server Infrastructure Team.
• Responsible for training and quickly bringing up to speed a new 2nd Citrix Administrator to the Grady network.
• Kept the XenServer6.1 XenApp6.5 XenApp5.0 XenDesktop5.6 and Provisioning Server6.1 farms up and running.
• Upgraded XenServer6.0 and 6.1 Hosts to XenServer6.2 created separate pools for BL460 G6 s G7 s and G8 s.
• Successfully upgraded Hyperspace 2010 Citrix EPIC vDisk image to Hyperspace 2014 client.
• Upgraded all XenApp6.5 provisioned and not provisioned servers from HotfixRollup2 to HotfixRollup4.
• Managed maintained and troubleshot 100 Provisioned XenApp6.5 Servers with over 80 Published Applications and 4 ZDC s 14 XenApp5.0 Servers with over 21 Published Applications with 1 ZDC and also 4 XenDesktop5.6 DDC s 6 PVS 6.1 Servers and 4 WI Servers. Provided daily support and troubleshooting to 5K users
• Provided day to day software and hardware support on 650 physical and virtual XenServer and VMWare servers.
• Performed data center support in both data centers installing new servers in racks relocating servers changing out hard drives changing out HBA s changing out daughter boards upgrading memory and installing Server 2008R2 Server 2012 Standard or XenServer6.1 on ProLiant BL460c G6 s ProLiant BL460c G7 s and ProLiant BL460c Gen8 s.
• Used both VMware and XenServer to manage Member Server VM s spread across two data centers.
• Used HP BladeSystem Onboard Administrator to manage numerous physical blades across both datacenters.
• Participated in the completion of the Offsite Datacenter Relocation Project relocating Grady s existing offsite datacenter to our new QTS datacenter cage location.
• Frequently visited our onsite and new offsite QTS datacenters performing weekly health checks for failed hard drives server stability checks and installing new Blades and removing or retiring old DL380 s and Blade460 G6 s.
• Helped our external vendor from NexusIS physically install our Cisco UCSB200 M4 8 Blade Chassis our UCSB22 M3 8 Blade Chassis and physically install 2 UCS 6248 UP Fabric Switches into our QTS Datacenter Cage Racks.
• Participated in Tuesday or Wednesday EPIC Hyperspace client pack upgrades and or network upgrades updating Provisioned XenApp Servers Provisioned XenDesktop Controllers Provisioned VDA s and performed other OS patching.
• Physically built out blade servers installing XenServer 6.1 and joined them to XenServer Production Pool s .
• Completed special projects such as setting up 2 New PVS6.1 VDI Servers from scratch building out each new BL460c Gen8 configuring their 2 HDD s with RAID 1 installing Server 2008R2 setting up NIC Teaming NFT on both importing all VDI vDisks from existing PVS Servers then creating a BootISO for each on both sides of the data center.
• Completed numerous projects such as per Server Infrastructure Manager s request manually updating 600 servers with two new DNS server IP addresses Set up new Document Management System DMS Servers on Member servers setup new XenApp6.5 VM s installing and publishing numerous medical applications etc.
• Completed Blade Hardware Refresh - Built out 12 new Production Blade 460c Gen8 Servers with XenServer6.1 for our new Hyperspace 2014 XenApp6.5 farm.
• Routinely troubleshot all other non Citrix related IT issues escalated to the Server Team from Level 1 and Level 2.
• Used WhatsUpGold Premium v14.1.2 to monitor the health of servers and desktops on the Grady Network.
• Routinely added new servers into WUG for ping connectivity monitoring and disk space utilization monitoring plus removed decommissioned servers from monitoring.
• Performed various Global Service Admin tasks and troubleshooting within Office365.
• Randomly completed various SharePoint administrative tasks within Offce365 per the Server Team Manager s request.
• Routinely updated licenses and patches on XenServer Hosts within server pools.
• Since Grady initially purchased a Per User/Device Licensing model before my time I had to daily manually check the license consumption count and when it reached 4500 I had to run a batch file that I created using udadmin which released all Users and Devices whom were scheduled to hold their license for the next 90 days
• Physically built out other physical and virtual member servers installing server 2008R2 or 2012 Standard on them.
• Monitored and troubleshot any SEP issues with Symantec Endpoint Protection Manager.
• Setup and maintained a single separate XenApp6.5 Farm Lab for testing purposes along with Windows 7 and 8 VM s.
• Routinely managed and updated numerous DNS records for Citrix Servers as well as other servers on the network.
• Routinely managed DHCP IP address reservations by manually entering new lease reservations deleting decommissioned leases and setting lease reservations for all other servers and devices.
• Routinely troubleshot and completed requests to create shares by creating a Security Group for them creating their folders on the network and then assigning required users to the Security Group.
• Used MS Visio to create a Network Diagram of the Grady s Citrix Network Infrastructure.
• Used Support Central 3.8.0.0 to keep track of all support tickets and work completed.
• Whenever the primary backup engineer was out of the office I had to manually change out the backup tapes using EMC NetWorker Management Console and NetWorker User.
• Manually loaded and unloaded backup tapes from the physical Quantum Scalar i500 Tape Library.
• Used Quantum Scalar i500 Library Browser interface to import the new and export the old Tape Backups.

Confidential

Technical Support Engineer -

Frontline support responsible for responding to and providing in-depth problem analysis of complex customer problems via phone email and remote access for XenDesktop XD Server Provisioning Services PVS Server EdgeSight ES Server and VDI-in-a-Box products in enterprise-wide mixed corporate network environments.

• Every day all day long I speak with the worlds brightest minds of various company s IT Administrators who have Citrix issues that they are not able to resolve.
• No one support call is the same because every call is a different company s network environment to troubleshoot with unforeseen and unpredictable supported or non-supported Citrix variables.
• Worked with internal Citrix TRMs external 3rd party Citrix Consulting Engineers general 3rd Party external System Administrators Network Administrators and System Engineers to provide support to world class accounts such as Fidelity Investments Bank of America ADP AIG McKesson KRAFT Blue Cross Blue Shield Emory Healthcare Grady Healthcare System Cisco Systems Kaiser Permanente McAfee MTM Technologies Walmart Stores Inc. Office Depot NASDAQ OMX US Department of Transportation National Geospatial-Intelligence Agency Federal Emergency Management Agency Federal Energy Regulatory Commission and yes even the Executive Office of The President
• XenDesktop 4.0 5.0 5.5 5.6
• Helped customers install troubleshoot and maintain XD DDC s Desktop Delivery Controllers on their Server 2003 or Server 2008 servers as a single DDC or HA High Availability with more than one DDC.
• Helped and instructed customers how to build a XD Win7 or XP Golden Image and then install the VDA Software allowing it to register with the DDC s .
• Helped customers resolve all XD VDA registration issues and ICA Session issues. Used GoToMeeting and GoToMyPC.
• Helped customers resolve all XD MCS Machine Creation Services issues creating new VM s based on their base image s created in their Hypervisor XenServer VMware or Hyper-V . Used Siebel ticketing system.
• Helped customers build configure and resolve issues with Streamed Pooled Dedicated and existing Catalogs.
• Helped customers configure and troubleshoot all XD SQL Database Permissions on SQLEXPRESS SQL2005 SQL2008.
• Helped customers resolve all issues inside the XD VDA session ranging from Printing problems application issues installed on the base image session choppiness keyboard or mouse input delays issues with the VM screen turning and staying blank black at logoff to issues with the VM s shutting off when customers choose logoff.
• Used PowerShell to help troubleshoot complex issues.
• Used advanced logging tool CDFTrace Citrix Scout and Event Viewer to diagnose and analyze XD issues then qualified the complex issue s for code level Development assistance or other vendor assistance.
• Provisioning Services 5.0 5.6 6.0 6.1
• Helped customers install troubleshoot and maintain Provisioning Services PVS on their Server 2003 or Server 2008 servers as a single PVS Server or HA High Availability setting with Multiple PVS Servers.
• Helped and instructed customers how to build a PVS Win7 XP Server 2003 or Server 2008 Target Device Golden Image to install the PVS Target Device Software then install the VDA software and finally how to use the Imaging Wizard or BNImage.exe to create the vDisk image.
• Helped customers with PVS PXE TFTP DHCP options 66 67 and BDM Boot .ISO configuration troubleshooting issues.
• Helped customers resolve all PVS Streamed VDA registration issues target device PXE boot hanging/blue screening issues BDM duplication ip address issues and target device AD Machine Account issues.
• Helped customers to update their Master vDisk Devices by placing them into Private mode or by Versioning.
• Resolved all PVS Streamed Workload issues such as Streamed Sessions failing and or HA not failing over.
• Helped customers configure and troubleshoot all PVS SQL Database Permissions on SQLEXPRESS SQL2005 SQL2008.
• Used advanced logging tool WireShark and Event Viewer to diagnose and analyze PVS issues then qualified the complex issue s for code level Development assistance or other vendor assistance.
• EdgeSight 5.0 5.3 5.4
• Helped customers install troubleshoot and maintain ES Server on their Server 2003 or Server 2008 servers.
• Helped and instructed customers how to configure Reporting Services setup an End Point Agent Share and then install the Endpoint device software on the XD DDC Server XD VDA VM or XenApp Server to be monitored.
• Helped customers resolve all ES Report issues devices not showing in the console issues or devices not uploading or reporting data issues.
• Helped customers configure and troubleshoot ES SQL Database Permissions on SQLEXPRESS SQL2005 SQL2008.
• Used advanced logging tool CDFTrace and Event Viewer to diagnose and analyze ES issues then qualified the complex issue s for code level Development assistance or other vendor assistance.
• VDI-in-a-Box 5.2 5.1 5.0
• Helped customers install troubleshoot and maintain VDIAB within their XenServer VMWare or Hyper-V Hypervisors.
• Helped customers add other VDI Servers to their Grid to provide HA and also to remove them.
• Helped and instructed customers how to build a XD Win7 or XP Golden Image and then install the VDA Software.
• Helped customers resolve all VDIAB VDA self-registration issues and ICA Session issues.
• Helped customers resolve all VDIAB image transfer issues to other VDI Managers in the Grid.
• Helped customers resolve all issues inside the VDIAB VDA session ranging from Printing problems application issues installed on the base image session choppiness keyboard or mouse input delays issues with the VM screen turning and staying blank black at logoff to issues with the VM s shutting off when customers choose logoff.
• Used debug logs from the VDIManager HDX and VDA logs from the VDA s to diagnose and analyze VDIAB issues then qualified the complex issue for code level next level OST VDIAB Escalation or other vendor assistance.
• Acquired basic Linux skills as VDIAB uses Linux. Ran basic commands in troubleshooting.

Confidential

Senior Help Desk Support Specialist

• Completed 42.5 hours of Windows 7 Advanced SkillSoft Learning Path HHS Web Portal Courses 24 total courses.
• Received heavy amounts of inbound calls and intranet portal tickets providing global support to all CDC Centers for Disease Control customers logging their incidents in the Peregrine HPOpenView Service Center System.
• Used RSA SecurID Security Console database to provide emergency keyfob passwords replacement and new keyfobs.
• Used Active Directory Computers and Users to do password resets account unlocks and AD account creations.
• Used Active Directory Computers and Users to administer Security Groups Distribution Groups users and computers.
• Used computer power management software Wake on Web to wakeup customer s pc s for them allowing them to successfully RDP into systems that were powered down.
• Used Wake on Web to ping customer pc s in order to quickly resolve their IP Addresses and MAC Addresses.
• Trained users how to use an in-house self-service Network Resource sharing tool allowing them to create network shares and request access to network resources via My Network Places thus replacing standard legacy mapped drives.
• Troubleshot all XP Professional Vista Enterprise Windows 7 Enterprise and MS Office Professional Plus 2010 issues.
• Troubleshot all Citrix Virtual Desktop client access and virtualized application issues.
• Setup deactivated and troubleshot all BlackBerry issues using the BlackBerry Administration Service Web Console.
• Used GoToAssist Remote Assistance and Remote Desktop via SCCM to provide remote support to CDC personnel troubleshot BlackBerry break fix issues local desktop and network printer issues and LAN network connectivity issues.

Confidential

Service Desk Analyst -

• Received heavy amounts of inbound calls via Cisco Agent Desktop ACD providing global frontline support to internal Bovis end-users. Tracked inbound call email or website portal incidents in Remedy and BMC Remedy 7.5 AR System.
• Provided Deskside support for all 70-80 users located within the same Atlanta ICT building as myself. Assigned all other AMER issues requiring hands on support outside of the ICT building to the Field Service support.
• Troubleshot all Windows XP Professional Windows Vista Enterprise Windows 7 Enterprise MS Office 2007 Professional blackberry desktop and network printer plus VPN client issues. Used Remote Assistance Remote Desktop DameWare NetMeeting SMS SCCM VNC and OCS via Livemeeting to provide remote technical support.
• Used NetIQ Directory and Resource Administrator and Exchange Administrator DRA ExA supporting 4 global domains and also remotely accessed Windows Server 2003 servers directly setting up new user AD accounts performing terminations extending expired accounts performing AD password resets unlocking AD user accounts assigning resource permissions via Global Security Groups and Local Security Groups plus setup generic email boxes and granted users access to 2ndary mailboxes with send on behalf rights.
• Setup user access to Citrix Presentation Server and XenApp Suite plus trouble shot all Citrix client access and XenApp Suite application issues. Used Lotus Domino Administrator and DRA to setup new APAC users with a Notes account provide VPN access and VPN password resets for users in the APAC Region. Created all user OCS Accounts directly on Windows Server 2003 servers.

Confidential

BlackBerry Enterprise Server Admin

• Single point of contact for all 1330 BlackBerry users providing Deskside telephone email and remote online support for all BlackBerry Verizon BroadbandAccess PC cards plus Motorola V325xi and Verizon LG VX4650 cellular phone issues. Set up maintained and troubleshot all device issues on the BlackBerry Enterprise Server using the BlackBerry Manager. Used NetMeeting to remotely troubleshoot Desktop Manager and BlackBerry issues.
• This is a wireless synchronization Lotus Notes Domino Enterprise server environment troubleshot all BlackBerry device replication issues on Lotus Notes clients and the Domino server administrator. All desktops and laptops run XP Professional or Vista Enterprise with Office Professional 2003 or 2007.
• Served as a point of contact on the Equifax national Research in Motion account for all BlackBerry technical support issues. Served as POC on the Verizon T-Mobile and Telus cellular network accounts. Tracked all support tickets in the XpertWeb ticketing system. Responsible for all VIP BlackBerry requests. Managed BlackBerry device inventory by maintaining accurate administrative records.
• Responsible for service provider account administration performing electronic serial number swaps ordered new and replacement BlackBerries upgraded and downgraded users to newer or older models and RMA ed broken devices. Shipped and received all BlackBerries Motorola V325xi phones and Verizon Aircards

Confidential

IT Support Technician -

• Provided Deskside support for 80 to 90 users locally and telephone support email support and remote support to the remaining 500 users across 29 offices. Helped maintain over 40 Windows 2003 Servers remotely and locally. Administered accounts in Windows Server 2003 Active Directory performing new hire setups password resets account unlocks terminating accounts and performed user account routine profile maintenance. Added new email accounts to Exchange Server 2003. Setup user shares and assigned Share and NTFS permissions to those resources.
• Used Symantec Backup Exec and VERITAS Backup Exec to keep a log of all failed and successfully nightly backup jobs. Responsible for switching out nightly backup tapes. Used RDP to remote into remote servers and manage backups.
• Setup new users on BlackBerry Enterprise Server for Exchange Server 2003 and trouble shot all BlackBerry device issues. Imaged machines using Acronis True Image. Responsible setting up Print Servers physically labeling all printers and rolling out new printer driver updates on user pc s. Troubleshoot all LAN and WAN failures.
• Administered door access codes in WinDSX for new and terminated employees. Systematically tracked all incident tickets in AdvenNet Manage Engine ServiceDesk Plus and Track-It software. Used RDP and Symantec PCAnywhere to provide remote support on all Windows XP Professional Windows Vista Business MS Office 2003 Professional and Office XP Professional issues. Performed shipping and receiving of all computer equipment.
• Setup employees on Inter-Tel phone system performed routine switch maintenance and assisted with any other phone issues to include disabling voicemail passwords for terminated employees.

Confidential

Technical Support Specialist II

• Received heavy amounts of inbound calls providing frontline support to over 4000 users and field service engineers logging all issues and resolutions in a proprietary trouble ticket tracking system.
• Installed and troubleshooting network hardware and software within workgroup and single domain environments. Setup network sharing of resources mapped network drives plus set and troubleshot Sharing and NTFS permissions.
• Troubleshot Local Area Network failures internet connectivity failures and proprietary network hardware failures. Installed troubleshot all local and network printers and scanners.
• Troubleshooting imaging devices and trained users how to use proprietary hardware and software. Issued software registration codes. Processed return manufacture authorizations on defective proprietary hardware. Continually updated company Knowledgebase Articles by documenting all experienced error codes and the steps to resolution.

Confidential

Hewlett-Packard outsourced my whole support group to Mexico. During this unemployment timeframe I used this opportunity to relocate to Atlanta GA and further advance my IT Career.

Confidential

• Supported account managers providing them with server and desktop buy out quotes and Ad Hoc tracking reports.
• Provided special pricing SKU lookups compiled End of Life and Lifecycle reports.

Confidential

Hewlett-Packard outsourced my whole support group. During my unemployment period of this lay-off I earned my CompTIA A MCP and MCDST certifications.

Confidential

• Received heavy amounts of inbound calls providing global frontline support to premium customers and Engineers.
• Logged server hardware and software incidents in Clarify tracking system escalated to Level 2 support.
• As a team to maintain a minimum level of service of 90 of premium customer calls answered within 20 seconds.

Confidential

• Received heavy amounts of inbound calls providing domestic frontline support to external customers.
• Installed and supported credit card terminal software applications and hardware devices in Windows 98 and 2000.

Confidential

Administered HP customer financial records within an Oracle SAP database.

Confidential

• Received heavy amounts of inbound calls providing domestic frontline support to external customers.
• Installed and supported credit card terminal software applications and hardware devices in Windows 98 and 2000.

Confidential

• Inspected cleaned maintained flight equipment using technical order inspection guidelines diagrams and hand tools. Helped my 85th Flight Training Wing to Achieve IG Inspector General OUTSTANDING Award 2 years in a row.
• After finishing my call to duty and unity in the American spirit of Excellence Integrity and Service above Self I sought to begin a career in the IT field.