QUALIFICATIONS

• Virtualization Architect, Data Center Implementation Engineer, Technical Consultant, and Pre - Sales resource. Citrix Platinum Partner and Project Lead. Core expertise is around designing, deploying, and supporting Citrix applications, VDI, cloud networking, and mobility solutions across a wide array of industries such as healthcare, banking, education, retail, telecommunications, oil, and manufacturing. Provided consulting and support for a number of Fortune 500 companies such as others. Active blogger and Citrix technology advocate. Technology Expertise Designed, Deployed Supported in Production and Lab Environments: Citrix XenDesktop 4.0, 5.5, 5.6, 7.0, 7.1, 7.5, 7.6, Citrix Provisioning Services 5.6, 6.1, 7.0, 7.1, 7.6, Citrix XenApp 5.0, 6.0, 6.5, 7.5, 7.6, Citrix XenServer 5.6, 6.0.2, 6.1, 6.2, 6.5, Citrix NetScaler MPX, SDX, VPX 9.x, 10.x, Citrix NetScaler Gateway 9.x, 10.x, Citrix CloudBridge/Branch Repeater 6.x, 7.x, Citrix XenMobile 8.7, 9.0, 10.x MDM AppController, Citrix EdgeSight 5.3, 5.4, Desktop Director 2.x, Citrix Profile Management UPM 4.x, 5.x,
• NetScaler on Amazon Web Services AWS Cloud, Citrix VDI-in-a-Box 5.x for Small Business Apache/Tomcat
• VMware vSphere 4.1, 5.0, 5.1, 5.5, VMware View
• Microsoft Windows 2012 R2 Virtual Desktop Infrastructure Remote Desktop Services, Microsoft Hyper-V/SCVMM 2008/2012
• Windows 2003/2008/2012 Server Infrastructures. DNS, DHCP, IIS, Active Directory, Group Policy, KMS Volume License Activation, Print Services, Windows XP/Vista/7/8.x Client Operating Systems. TCP/IP, firewall, registry hives, drive mapping, local/mandatory/roaming profiles, machine account passwords, MAK volume licensing
• SQL 2005/2008/2012/2014 Server Configuration Troubleshooting, High Availability, Mirroring, failover clustering
• Dell PowerEdge R710/R720/R820/R830, MT520 VRTX CMC/iDRAC, Dell SonicWALL. HP ProLiant DL360 Gen7/Gen8 HP Onboard Administrator. Cisco UCS UCS Manager
• Nimble Storage SAN, Nutanix 2U Appliance
• Bring Your Own Device BYOD initiatives w/ Google Chromebook
• Debugging Scripting Experience Memory dump trigger and collection with ProcDump. Analysis of Windows process stack, hanging applications, and application crashes with WinDbg and Dr. Watson. Source code bug analysis with Perforce of applications written in C and C . Task execution and Windows process analysis with Process Monitor and Process Explorer from Sysinternals Deep understanding of Citrix XenDesktop 4-7.x broker logs Provisioning Services 5-7.x Stream Service logs Print driver troubleshooting via StressPrinter PrintDetective
• Packet sniffing in physical and virtual environments Promiscuous mode, port mirroring, taps . Tracing and analysis with WireShark and WildPackets OmniPeek
• Troubleshooting Preboot eXecution Environment PXE, DHCP, TFTP boot sequences
• Simple scripting to automate health check tasks with PowerShell using Citrix SDKs
• Simple scripting to automate Active Directory and Volume Activation tasks with VBScript

EXPERIENCE

Confidential

Senior Data Center Engineer, Architect Consultant Professional Services Team Citrix, VMware, and Microsoft

• Design and implement virtualization, cloud networking, and mobility solutions based on Citrix XenDesktop, XenApp, XenServer, Provisioning Services, NetScaler, NetScaler Gateway, CloudBridge, XenMobile MDM, AppController, and ShareFile for US and international companies who seek to optimize their data centers by shifting workloads to the cloud and providing users with secure remote access to corporate applications and desktops. Specialize in architecting and sizing Citrix infrastructure computing resources for performance-intensive applications and VDI. WAN/LAN deployments and printing optimization via Citrix Group Policies. OS image build with PVS and Machine Creation Services. Active Directory GPO design and custom PowerShell/VBS scripting. Web security and performance boost via HTTP load balancing compression, SSL offload, and Application Firewall. Front ending Web Interface, StoreFront, XDM with Access/NetScaler Gateway.
• Build remote access systems based on Citrix, VMware, and Microsoft Technologies for client branch locations around the globe.
• Develop fully redundant virtual server environments for Enterprise, Government, and SMBs using the latest VMware technologies including ESXi, vCenter, and SRM. Analyze existing IT infrastructures and assist customers with the implementation of vendor best practices and workload migration plans including firmware upgrades, physical-to-virtual, single point of failure to High Availability, ACE/F5-to-NetScaler, software versioning, patching, and others. Provide continuous post-implementation support to customer IT staff to ensure system reliability and business continuity.
• Create reference architectures on Visio and MaSSHandra 3D to expand visibility into customer systems. Build Proof-of-Concept PoC environments for pre-sales product evaluation.
• Write technical articles, design papers, and reference architectures to contribute to ProSys partner community knowledge base.
• Produce and present Statements of Work SOWs to customers outlining planned work and project management approach.
• Influence sales by providing technical input on tested solutions and product architectures. Maintain strategic partnership with software hardware vendors to maximize technical expertise within the Citrix Practice.

Major Project Accomplishments at ProSys:

• Built Citrix XenApp/XenDesktop/NetScaler implementation for 2000 users in US offshore branches for a major telecommunications carrier in Atlanta
• Built Citrix XenApp/XenDesktop/NetScaler implementation for 1000 users in US remote locations for a major US transportation company in Atlanta
• Built Citrix XenApp/XenDesktop/NetScaler implementation for 500 users in US offices for an interstate credit union in Atlanta
• Built Citrix XenApp/XenDesktop/XenServer/NetScaler implementation for 3 schools and 200 users for an education franchise in New York
• Built Citrix NetScaler implementation on Amazon Web Services Cloud for a financial services company in Atlanta for 500 users
• Built Citrix NetScaler implementation for a federal credit institution in Atlanta for 500 users
• Rejuvenated XenApp/XenDesktop/PVS/Hyper-V infrastructure for 8000 users for the largest public school system in Atlanta
• Supported one of the biggest hospitals in Louisville in maintaining Citrix XenApp/NetScaler/Epic infrastructure for 6000 users
• Supported one of the largest banks in the US in maintaining Citrix XenApp/XenDesktop/PVS infrastructure for 8000 users
• Upgraded server and VDI infrastructure to latest VMware vSphere and View technologies for 500 users for a Georgia financial services company

Confidential

Escalation Engineer Global Escalation Team Provisioning Services VDI

• Receive escalated cases for Provisioning Services PVS and maintain ownership of them until full resolution as a member of the highest level of technical support in Citrix Tier 3 Global Escalation Team .
• Work around the clock to resolve production outages in Citrix-based enterprise networks to restore business operations and facilitate business continuity. Provide updated documentation to Executive C-level Management on high-visibility cases that affect the global operations of customers.
• Analyze complex high-volume data collected from packet traces, PVS logging, CDF, ProcMon, ProcDump, Autoruns, Process Explorer, Event Viewer, SQL queries, 3rd party logging, and live debug to identify root cause of failures in customer environments and provide immediate solutions to minimize production downtime.
• Read memory dumps and review both native and .NET based code to debug Citrix and 3rd party application exceptions C, C, etc. .
• Reproduce product defects in internal labs and collaborate with Development and Lifecycle Management teams to develop public, private, and limited release patches and implement them in customer environments.
• Collaborate with 3rd party vendors such as Microsoft, VMware, HP, and Cisco to rectify cross-product issues.
• Subject Matter Expert in troubleshooting the Provisioning Services boot process, inventory replication, image creation, and server performance.
• Subject Matter Expert in diagnostic checking of XenDesktop and PVS via PowerShell.
• Produce content for the Citrix Knowledge Base, forums, and discussion boards.
• Maintain physical equipment and virtual labs for internal software testing and product training.
• Provide specialized product training to Frontline L1, Offline Engineers L2, Escalation L3, and TRMs as well as hands-on assistance in resolving hot cases that require expert troubleshooting and deep level of knowledge on Citrix architecture.

Major Case Accomplishments at Citrix:

• Resolved a high priority XenDesktop/VMware host connection issue at the largest retailer in the US affecting 3000 VDI users
• Resolved a severe priority PVS system outage at a major payment company affecting 40000 payrolls
• Resolved a high priority PVS retries problem at the largest aerospace defense contractor in America
• Resolved a high priority PVS authentication issue that held up deployment for a major Citrix reseller in the Northeast
• Resolved a high priority PVS imaging issue holding up production rollout for a top US insurance company in Boston
• Resolved a severe priority PVS/SCVMM machine provisioning issue holding up a major deployment of Citrix XenDesktop on Hyper-V for one of the largest law firms in the US
• Resolved a high priority production-affecting TFTP issue turning the project into a successful implementation for a Denver-based consulting company
• Provided bug fixes to numerous customers ranging from airlines, transportation carriers, law and insurance companies, and financial institutions.
• Provided root cause analysis of production outages to a multitude of customers.

Confidential

Senior Technical Support Engineer Desktop Virtualization

• Provide dedicated technical assistance as part of the Offline Support Team Tier 2 to Citrix customers worldwide specializing in XenDesktop, Provisioning Services, EdgeSight, and VDI-in-a-Box with consistent exposure to XenApp and XenServer.
• Troubleshoot complex issues in mixed enterprise environments for TRM, reseller, and end customers that require time-consuming problem replication and internal lab testing.
• Analyze network traces using WireShark to identify root cause of machine boot problems, DNS, DHCP, SSL, session disconnections, and points of failure on the network.
• Analyze Citrix, VMware, and Microsoft product logs to identify and correct unexpected application behavior and provide root cause analysis.
• Collect and review memory dumps and leverage Escalation and Engineering teams for high-level Development Analysis of source code.
• Optimize integration of VDI into existing Microsoft Server and end-user operating systems by applying best practice configurations and assisting with installation of applicable hotfixes and service packs.
• Subject Matter Expert in Provisioning Server infrastructure and device collection management.
• Subject Matter Expert in EdgeSight reporting and Agent performance.
• Act as a Technical Lead to Tier 1 Support Engineers by reviewing current cases and issuing technical recommendations for faster case resolution.
• Expand support for Citrix solutions in non-Citrix hosting infrastructures such as vSphere and Microsoft Hyper-V.
• Produce publications for the Citrix Knowledge Base to help other engineers, partners, and end customers resolve complex technical situations in both production and proof-of-concept environments.
• Work on emergency cases during weekends and holidays to help 24/7 customers recover from system outages.
• Facilitate communications by providing support in English, Spanish, and Portuguese.

Confidential

Triage Team Support Representative through TekPartners/P2P Staffing

• Open service requests for US and international clients regarding Citrix technical issues and inquires in English, Spanish, and Portuguese for XenApp, XenDesktop, XenServer, NetScaler, Web Interface, Access Gateway, Provisioning Services, and EdgeSight.
• Responsible for successful case management, entitlement verification, and data accuracy.
• Track sales orders and hardware warranty entitlements and correct discrepancies in SAP R3 and Vantive.
• Coordinate efforts between the Triage, Hardware Warranty, IP Data, and Technical Sales teams.
• Provide basic troubleshooting and refer customers to relevant knowledge base articles and threads.
• Participate in online training for Citrix XenApp and XenDesktop virtualization solutions.