PROFESSIONAL OBJECTIVE:

• I am a great Senior Citrix Server Engineer with a good work ethic and I am seeking to continue flourishing my IT Career by partnering with a new employer in a new role.
• Server 2016, Server 2012R2 Standard, Server 2008R2 Enterprise, Server 2003 Enterprise
• XenServer 7.0, VMware 6.0, VMware 5.5, Hyper - V (Server 2012R2)
• ProLiant BL460c G6, ProLiant BL460c G7, ProLiant BL460c Gen8, Cisco UCSB200 M4, Cisco UCSB22 M3
• Wake on Web, HP BladeSystem Onboard Administrator i.e. iLO, WhatsUpGold Premium Edition, SolarWinds, ControlUp
• Kaspersky Endpoint Security Center 10 SP1 10.x, Symantec Endpoint Protection Manager 11.x, SecuritySecureWorks Red Cloak online web console, SecureWorks Client Portal Incidents system, Dell SecureWorks Red Cloak agent
• EMC NetWorker Management Console and NetWorker User (7.6.3.2 Build 860), Quantum Scalar i500 - Tape Library, Quadric Alike DR Protection
• Windows XP Professional, Vista Enterprise, Windows 7 Enterprise, Windows 8 Enterprise, Windows 10 Enterprise
• SCCM 2007 (Remote Assistance and Remote Desktop), GoToAssist, GoToMyPC, GoToMeeting, MS Lync Livemeeting, NetMeeting, Symantec PCAnywhere, DameWare, VNC, Adobe Connect v9.7.0, Bomgar v16.2.8
• ServiceNow Service Management, Siebel CRM 8.1.1, Peregrine HPOpenView Service Center System, Remedy, BMC Remedy 7.5 AR System, ServiceDesk, Support Central 3.8.0.0, DiagWin
• Served as SME on XA/XD, PVS, Workspace Environment Management (WEM), Application Layering (AppLayering).
• Successfully upgraded customer’s production environment from XenApp6.5, PVS7.13 to XA7.15.1 and PVS7.15.1.
• Successfully Setup XenDesktop7.15.1 and PVS7.15.1 POC per customer’s request to compare to VMwareView.
• Used ServiceNow Service Management to keep track of incidents, tasks requests and change requests.
• Served as Server Engineer, Citrix Administrator and Enterprise Domain Administrator on a 10 member Server Infrastructure Team providing 24x7 support.
• Responsible for troubleshooting all issues escalated to level 3 whether server related or application related.
• Provided day to day software and hardware support on 750+ physical and virtual XenServer and VMWare servers.
• Routinely built Server 2008R2, 2012R2 and Server 2016 servers as VM’s on XenServer and VMWare Hypervisors.
• Routinely built Server 2008R2, 2012R2 and Server 2016 servers as physicals on HP BL460c Gen8’s.
• Used HP BladeSystem Onboard Administrator to manage numerous physical blades across both datacenters.
• Used both VMware and XenServer to manage Member Server VM’s spread across two data centers.
• Routinely built out physical servers then installed the XenServer Hypervisors on them.
• Routinely managed and administered DNS Servers on multiple Domain Controllers across the Grady Network.
• Routinely managed and administered DHCP Servers across the Grady Network as well for the Citrix Farms.
• Routinely setup and administered network shares across the Grady Network.
• Routinely setup and administered Security Groups and Distribution.
• Shared responsibility of administering all AD Objects, Server GPO’s and Server OU’s within the Grady 2012R2 Domain.
• Responsible for all Citrix AD GPO creations, administration work.
• Participated in the completion of the Offsite Datacenter Relocation Project, relocating 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 vendors 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.
• Performed data center support in two data centers installing new servers in racks, relocating servers, changing out HDDS, HBA’s and daughter boards, upgrading memory, installing Server 2008R2, Server 2012R2, Server 2016 and XenServer on BL460c Gen8’s.
• Served as the Kaspersky Antivirus Administrator responsible for all Physical and Virtual Servers on the Network.
• Completed special projects such as replaced SEP (Symantec Endpoint Protection Manager) in the infrastructure by installing Kaspersky Endpoint Security Center 10 SP1 onto a VMWare based Server 2016 server.
• Deployed Kaspersky Virtualization Light Agents and Endpoint Security for Business Agents to over 750+ physical and or virtual servers through the infrastructure.
• Configured all global virus scanning file, path and application exclusions.
• Used WhatsUpGold Premium v14.1.2 Administrator to monitor the health of all servers on the Network.
• Routinely added new servers into WUG for monitoring and removed decommissioned servers from monitoring.
• 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.
• Worked with the Security Team and built out their base platform Server2012 servers for the CyberArk environment.
• Drafted by the Cyber Security Team to be given access to the SecuritySecureWorks Red Cloak online web console and also the SecureWorks Client Portal Incidents system, in order to help out with support within the Grady Enterprise.
• Helped deploy the Dell SecureWorks Red Cloak agent version 1.0.5.0 to over 750+ virtual and or physical servers and on all Citrix Infrastructure servers.
• Monitored and troubleshot all Agent Health issues on servers within the enterprise, making sure Dell SecureWorks Red Cloak service was installed, was started and was able to access the internet. Uninstalled and reinstalled agents.
• Randomly completed various Global Service Admin SharePoint administrative tasks within Offce365 per the Server Team Manager’s request.
• Completed numerous projects such as per Server Infrastructure Manager’s request manually updating 750+ servers with two new DNS server IP addresses.
• Used Support Central 3.8.0.0 to keep track of all support tickets and work completed.
• Used MS Visio to create a Network Diagram of the Citrix Network Infrastructure.
• Completed Course 20417C Upgrading Your Skills to MCSA Windows Server 2012.
• Severed as Level 3 escalation point for all Citrix issues providing 24x7 daily support to over 6K+ users.
• Managed, maintained and troubleshot all XenApp7.9 Servers with over 250+ Published Applications and 150 XenApp servers, all XenDesktop7.9 servers with over 300+ VDI’s, all PVS7.9 Servers all StoreFront3.0 Servers, all XenServers.
• Setup all GPO’s and OU’s for the XenApp7.9 Farm and all Citrix Studio Policies.
• Setup all GPO’s and OU’s for the XenDesktop7.9 Farm and all Citrix Studio Policies.
• Replaced XenDesktop5.6 farm; built 2 XenDesktop7.9 controllers, 2 Provisioning Services 7.9 servers, 2 StoreFront3.0 servers, and 12 physical BL460G7 Servers loading XenServer7.0 on for our new XenDesktop7.9 Farm.
• I successfully Reverse Imaged all 12 different XenDesktop5.6 vDisks from XenTools6.5, Target Device6.1.16 to XenDesktop7.9, XenTools7.0, Target Device7.9.
• Successfully implemented Windows10 VDI, worked with various application teams to install requested apps, to test then migrated users off Windows7 to Windows10. Then retired XD5.6 and XD’s PVS6.1 servers.
• Lead the way in Work From Home VDI Pilot program presenting benefits to management of staff working remotely.
• Setup Work From Home Citrix solution, Remote User VDI pool on a Win7 vDisk built to management’s requirements. Built out 3 new Blade460 G8’s. As a result of this project’s success Grady implemented allowing all applicable employees to work remotely several times a week.
• Successfully upgraded Hyperspace 2010 Citrix EPIC vDisk image to Hyperspace 2014 client.
• Completed Blade Hardware Refresh - Built out 12 new Production Blade 460c Gen8 Servers with XenServer6.1 for our new Hyperspace 2014 XenApp6.5 farm.
• Upgraded all BL460 G6, G7, G8 XenServer6.0, 6.1, 6.2 and 6.5 Hosts to XenServer 7.0.
• I successfully Reverse Imaged all 4 different XenApp6.5 vDisks including current production’s EPIC Hyperspace 2014 client Image from XenTools6.5, Target Device6.1.16 to XenApp7.9, XenTools7.0, Target Device7.9.
• Successfully implemented Server 2012R2 Published App servers and Published Server Desktops, worked with various application teams to install requested apps, to test then migrated users off Server 2008R2 XenApp6.5. Then retired XenApp6.5 and XenApp6.5’s PVS6.1 Servers.
• Participated in Tuesday or Wednesday EPIC Hyperspace Downtimes to update the Provisioned XenApp vDisk containing the EPIC Hyperspace Client, and also performing Patching on XenDesktop vDisks and other Citrix Servers.
• Implemented the Imprivata OneSign Single Signon client into the EPIC Hyperspace 2014 Citrix Production image.
• I helped Grady obtain the HIMSS Stage 7 designation, by keeping the Citrix Environment and EPIC Hyperspace application available and stable, which proves the use of technology to provide safer, more efficient, cost-effective and higher quality care for patients. Less than 5% of the hospitals in the U.S. are designated Stage 7.
• Worked with Citrix Sales Engineers to setup a ShareFile POC to be used by all XenApp and XenDesktop users.
• Completed Course MANAGING APP AND DESKTOP SOLUTIONS WITH CITRIX XENAPP AND XENDESKTOP 7.6 (CXD-203).
• Installed and used Quadric Alike DR to backup and protect XenServer, XenApp and XenDesktop Farms.

PROFESSIONAL EXPERIENCE:

Technical Support Engineer

Confidential

Responsibilities:

• 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.
• 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.
• 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.
• 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.
• 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.

Senior Help Desk Support Specialist

Confidential

Responsibilities:

• 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 Technical support to all Confidential (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 Confidential personnel, troubleshot BlackBerry break fix issues, local desktop and network printer issues and LAN network connectivity issues.

Service Desk Analyst

Confidential

Responsibilities:

• 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.
• 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.
• Used NetIQ Directory and Resource Administrator and Exchange Administrator (DRA ExA) supporting 4 global multiple 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.

BlackBerry Enterprise Server Admin

Confidential

Responsibilities:

• 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.
• 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
• 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 Confidential 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.

IT Support Technician

Confidential

Responsibilities:

• 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.

Technical Support Specialist

Confidential

Responsibilities:

• Received heavy amounts of inbound calls providing frontline Technical 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.
• 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.

Technical Call Response Specialist

Confidential

Responsibilities:

• 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.

Technical Support Specialist

Confidential

Responsibilities:

• 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.