PROFESSIONAL SUMMARY:

Quality - focused IT professional with 11 years of experience providing high level virtualization support. Experience diagnosing, troubleshooting and resolving client issues with hardware, software, installations, and upgrades. Effective communicator, able to explain complex processes in easy-to-understand terms. Fully bilingual, fluent in English & Spanish. Inactive TS-SCI security clearance.

TECHNOLOGY SUMMARY:

Citrix XenApp, Citrix XenDestktop, Netscaler, VDI, AppV, HyperV, VMware Vsphere 4.1 ESX/ESXi, Windows 10/7/XP, Mac OSX, PowerShell, Microsoft Office Suite, Kaseya, Active Directory Management/Group Policy Objects, Acronis True Image, Drive Copy, Norton Ghost Image, Connect Wise, Remedy Action Request System, Microsoft Networking Technologies, Windows Server, VPN, MS Terminal Services, VNC, Telnet, Altiris, Dameware, IIS, TCP/IP, CA Service Desk

EMPLOYMENT HISTORY:

Confidential, Atlanta, Georgia

Citrix Migration Engineer

Responsibilities:

• Responsible for build, migration, and maintenance of enterprise Citrix XenApp/XenDesktop environments.
• Diagnoses and resolves problems to meet service level expectations.
• Provides second-level support to other areas both within and outside of IT.
• Follows standard processes for hardware, software and project completion, problem resolution and change management.
• Communicates progress, problems and best practices to management, leads and teammates.

Confidential, Atlanta, Georgia

Senior Citrix Engineer

Responsibilities:

• Responsible for design, build out, and maintenance of enterprise Citrix hosted environments Configures and manages Netscaler VPX 200 and 1000 devices for 50 large healthcare environments.
• Troubleshoots, isolates, and resolves high level connectivity issues for proprietary healthcare applications running in a Citrix environment.
• Engaged in upgrading and maintaining Citrix PVS (Provisioning Service) environments
• Configures and maintains Windows GPO/ Group Policy templates and logon scripts for large healthcare deployments.
• Maintains XenApp 7.x build PowerShell scripts and Automated build tasks via PVS Stream Wizard and Cisco UCSD Automation solution.
• Deploys new applications and enhancements to existing applications, software, and operating systems.
• Collaborates with various teams to ensure smooth and reliable operation of software and systems for fulfilling business objectives and processes.

Confidential, Atlanta, Georgia

Citrix Administrator

Responsibilities:

• Maintains a Citrix environment consisting of nearly 1,000 servers and 800 published applications, ensuring 24/7 access for over 2,000 onshore and offshore users.
• Responsible for migrating applications and servers from a Server 2003/Presentation Server 4.5 farm to a new Server 2008/XenApp 6.5 farm.
• Deploys new applications and enhancements to existing applications, software, and operating systems.
• Collaborates with various teams to ensure smooth and reliable operation of software and systems for fulfilling business objectives and processes.
• Performs server and security audits, system backup procedures, and other recovery processes in accordance with the bank's disaster recovery and business continuity strategies.
• Creates and maintains documentation as it relates to system configuration, mapping, processes, and service records.
• Participates in On-Call rotations to support critical business systems as required.

Confidential, Alpharetta, Georgia

Technical Support Engineer

Responsibilities:

• Provides high-level technical expertise and support to both internal and external customers on wide spectrum of Citrix products including XenApp, XenDesktop, Web Interface, Merchandising Server, and Receiver.
• Performs all aspects of Citrix product configuration, including OS build/patching, installations, application delivery, and optimization.
• Develops and maintains technical documentation including detailed design documents, build procedures, and technical support guidelines.

Network Operations Center Analyst

Confidential, Peachtree City, GA

Responsibilities:

• Provides Tier II Help Desk support on an Enterprise level supporting 55,000+ users, responsible for troubleshooting client side issues including MS Windows OS, MS Office, and MS Outlook.
• Monitors and updates incoming CA Service Desk tickets, generating daily status reports to track scheduled outages and recurring issues.
• Manages crisis escalation and works with other support groups as needed.

Confidential

Helpdesk Team Lead

Responsibilities:

• Directed a team of three Helpdesk Technicians providing software, hardware and network support to 200 personnel on station and 120 personnel dispersed over five remote outstations. Troubleshot desktop issues (network connectivity, printers, software, etc) tracked through -Remedy Ticketing System.
• Resolved over 600 trouble tickets ensuring 24/7 access to mission critical resources and 4 successful troop turnovers.
• Worked with VMWare ESX Server - migrated servers, converted servers from VMWare GSX Server to ESX, installed servers as a client on the VMware host, configured connections to the SAN environment, configured client-machine properties.

Confidential, Alpharetta, Georgia

Technical Support Engineer

Responsibilities:

• Provided hardware/software support for PC/Mac workstations, VOIP systems, 3rd party applications, smart phones, and proprietary hosted services in a Citrix based virtual environment, ensuring speedy resolution of complex user issues.
• Responsible for maintaining the health, security, and general administration for the Windows Server environment, ensured 24/7 uptime of 800+ servers and 2000+ workstations across 80 sites.
• Managed, upgraded, and maintained and troubleshot VMware virtual server infrastructure under the direction and guidance of the Infrastructure Manager and internal procedures.

Confidential

Network Administrator

Responsibilities:

• Deployed in support of Operation Iraqi Freedom, installed and maintained a d Confidential /voice network of over 200 users, specializing in quick fault isolation and repair to ensure mission - critical communications access.
• Prepared documentation and materials, coordinated technology related ensuring rapid turnarounds during future redeployments.

Confidential

Helpdesk Technician

Responsibilities:

• Provided Level 2 PC/LAN support for over 600 users insuring minimal system downtime.
• Performed daily system checks and weekly d Confidential base maintenance to ensure continuous access to proprietary DOD applications published in Citrix MetaFrame environment.
• Created and configured more than 250 user accounts in Windows Server 2003, setting up user profiles and security settings to facilitate a smooth transition from Windows 2000.