SUMMARY:

• 13 years of experience in IT working on different roles such as, Service Delivery Manager, Project Leader, VMware Sr Administrator, Citrix Support Admin, Windows Server Administrator among others,
• 3 years of experience as Service Delivery Manager for IT services, managing global customers/accounts for virtualization technologies, application monitoring, windows sysadmin L2&L3 services.
• 2 years of experience on ISO 20000 implementation as Service Level Management, Resource Management, Business Relationship owner achieving the ISO 20000 - 1 certification in Sep 2014 for Confidential
• 4 years of experience Leading VMware and Citrix teams at L2 & L3 support for Confidential Global customers
• 2 years of experience Leading 24/7 CoE Monitoring team, performing application support L2, and infrastructure support L2 and L3 planning, implementing, and administering all the customer domains.
• 5 years of experience as System Administrator - Windows 2008/2003 platforms, VMware and Citrix environments.
• 6 years of experience as Desk side support engineer (infrastructure and end-user support)
• 5 years of experience in project management.
• IT Service Delivery Manager - Resource and budgeting management, ensuring the highest level of operational service delivery.
• Project Leader - Planning and executing Technical and business requirements as well as process improvements for the operation through daily activities and weekly meetings with different global customers.
• Mastering infrastructure support - Work in a VDI environment with VMware View and XenDesktop Mission Critical environment.
• Mastering infrastructure support - work in a Windows 2003 and Windows server 2008 R2 domains.
• Mastering customer support - work in a Citrix environment of 700+ servers, 10,000+ users and several applications.
• Performing transitions of 3 new projects into the company by acting as Transitional leader including stabilization phase, and taking ownership of them as a Project Leader.
• Participating in Technology analysis to propose solutions that can improve business processes.
• ITIL process and strong analytical skills to implement best practices.
• Strong communication, negotiation and business relationship management.

TECHNICAL SKILLS:

Windows Server 2012 and 2008 R2, Windows Server 2003 Enterprise, vSphere 5, vCenter Server, VMware View 4.6 & 5.3,VM Converter, ESXi 4.1 & 5.1, Xenapp 4.5, v6, v6.5, XenDesktop 5.6, Administrative tools for Windows 2008 R2 & 2003 server, Ticket Tracking tools (Kintana IT Governance,Remedy, Support Central & Service Now).

PROFESSIONAL EXPERIENCE:

Service Delivery Manager

Confidential

Responsibilities:

• Management of VDI Infrastructure support(VMware & Citrix)
• Define and develop quality improvement processes
• Coordinating 24x5 services for infrastructure and Business processes teams
• Management of Citrix Infrastructure support (L2 and L3)
• Define and develop quality improvement processes
• Coordinating 14x5 services for infrastructure
• Confidential Asset Management
• Management of Citrix Infrastructure support (L2 and L3)
• Define and develop quality improvement processes
• Responsible for project’s health and profitability for all projects, including Project estimations and cost optimization - reduction.
• Consolidation and coordination of the Virtualization Center of Excellence
• Successful service delivery - SLA achievement and high level of customer satisfaction
• Good communication around issues and opportunities - “get things done, make things happen”

Project Leader - VMware/Citrix System Engineer

Confidential

Responsibilities:

• Leading Virtual Desktop Infrastructure Level 3 support, Designing, Planning and implementing, VMware vSphere 5, View 4.6, and XenDesktop 5.6 environments.
• Managing and Troubleshooting VDI Infrastructure.
• Administration of Citrix farms XenApp 4.5, 6 and 6.5 supporting 600+ virtual servers (windows 2008 R2) at Level 2 and Level 3, by designing, installing, configuring, managing and troubleshooting. GPO Administration.

Technical Leader - System Administrator

Confidential

Responsibilities:

• Managing Server access control and performance monitoring, installing, configuring and administering entire domains and its different role configurations (Windows 2003 and 2008 R2), and Deploying GPO over 52 branch offices across the country.

Technical Leader - System Administrator

Confidential

Responsibilities:

• Leading Tier 1 24/7 CoE monitoring team, supporting Windows 2003 and 2008 R2 servers, Troubleshooting customer application at Tier 2 by managing and ensuring a quick recovery of the operation.

Citrix - System Administrator

Confidential

Responsibilities:

• Level 2 Citrix support: Troubleshooting and publishing applications under Citrix Xenapp 4.5 environment for several Confidential businesses across the States.
• SPOC for Confidential NA Businesses - Responsible for managing the build process for the application (Installing, deploying and troubleshooting)
• Monitoring and troubleshooting Citrix sessions, Citrix application connections, Data Collectors’ replication, Citrix services running on Windows 2000/2003 platforms, MS Windows 2000/2003 servers’ services, Servers’ performance, Servers availability space, performing frame-by-frame analysis of network traffic by using Network monitor.
• Active directory Administration, GPO administration.
• Confidential and Share permissions over Confidential Commercial Finance business domain.