SUMMARY

• Highly motivated IT professional with strong verbal, listening, and written skills.
• Comfortable in interacting with all levels of the organization and public.
• Able to negotiate and problem solve quickly, accurately, and efficiently.
• Adept Confidential multitasking to achieve individual and team goals.
• Diverse background includes sales, customer service, and supervision.
• Committed to quality and excellence.

TECHNICAL SKILLS

• Windows Server OS
• XenDesktop 7.x
• Windows Client OS
• Active Directory
• XenApp 7.x
• Microsoft Exchange
• Citrix PVS
• Veeam Backup
• Windows RDS
• Netscaler Gateway
• Cisco Merak
• VMWare ESXi

PROFESSIONAL EXPERIENCE

Confidential

Senior Manager

Responsibilities:

• Managing a team of support personnel who troubleshoot IT issues for 700+ desktop/laptop/tablet users
• Manage infrastructure team and driving projects to completion.
• Manage and maintain server, network, and voip phone infrastructure: Working with multiple technologies vmWare, Microsoft, Cisco, and ShoreTel
• Implementing policies and procedures regarding how problems are identified, received, documented, and corrected.
• Ensuring maximum issue resolutions in minimum time.
• Evaluating new information systems products or services and suggests changes to existing products or services to better aide the end user and the business.
• Providing project management to all IT initiatives ensuring their successful completion
• Point of contact for all IT related issues including, but not limited to:

Confidential

Senior Technical Consultant

Responsibilities:

• Responsible for onsite assessments to improve client environments and discover any discrepancies
• On - Boarding of all net new clients
• Drive all managed services projects. New builds, upgrades, and migrations
• Working with multiple Technologies such as Citrix XenApp 5.0 - 7.x, VMware, XenServer, Provisioning Services 6 - 7.6, Exchange 2010 - 2013, Active Directory, DNS, DHCP, DFS, Group Policy, and other Microsoft technologies
• Responsible for working escalated issues that could not be resolved by Tier 1 and Tier 2 Support Technicians
• Act as backup for Tier 2 Support Technicians
• Responsible for the Delivery of Citrix XenApp Architecture including: Installation, Configuration, Performance, Optimization, and Stability for multiple Customers in various environments
• Design Group Policy Objects for many diverse environments
• Constantly managing, maintaining, patching, supporting, and optimizing any new or existing server infrastructure.
• Constantly ensuring that all client environments are based on Industry best practices
• Managing, administering, and configuration of multiple Active Directory Domains and Exchange Environments
• Provide assistance for operation, installation and licensing of shared applications
• Identify and drive recurring issues to resolution
• Configuration / management of VMware environments
• Management of DHCP, DNS, DFS, and print servers
• Managing multiple client networks, servers, and backup technologies
• Shared responsibilities of administration of Centre partner agreements and licenses
• Support for 60+ unique environments and 1000+ end users

Confidential

Lead Technical Consultant

Responsibilities:

• Working with multiple Technologies such as Citrix XenApp 5.0 - 7.x, VMware, XenServer, Provisioning Services, Exchange, Active Directory, DNS, DHCP, Group Policy, and other Microsoft technologies.
• Responsible for the Delivery of Citrix XenApp Architecture including: Installation, Configuration, Performance, Optimization, and Stability for multiple Customers in various environments
• Design Group Policy Objects for many diverse environments
• Constantly managing, maintaining, patching, supporting, and optimizing any new or existing server infrastructure.
• Constantly ensuring that all client environments are based on Industry best practices
• Managing, administering, and configuration of multiple Active Directory Domains and Exchange Environments
• Lead Tier 2 support team of 7 to oversee client satisfaction and first call resolution
• Managing multiple client networks, servers, and backup technologies
• Support for 60+ unique environments and 1000+ end users

Confidential

Citrix Administrator

Responsibilities:

• Planning and implementation of existing and new Citrix farms
• Shared responsibilities of administration of FET Microsoft EA agreement and licenses
• Assisting in the Administration of 26 Different AD domains
• Citrix Farm Administration PS 4.5, XenApp 6, XenApp 6.5 Citrix Provisioning Services 5.6
• Remote support of international satellite sites
• Responsible for support of 3000+ end users
• Provide assistance for operation, installation and licensing of share applications
• Identify and drive recurring issues to resolution
• Load-balancing architecture, design, configuration, administration, deployment, and use for Citrix environments.
• Configuration / management of VMware environments
• Assistance with AD configuration and management
• Management of DHCP, DNS, DFS, and print servers

Confidential

Level 2 Support Specialist

Responsibilities:

• Perform troubleshooting on users’ computers and network issues, install and maintain network hardware, including access points, switches, routers, and servers
• Active Directory Administration Through GPOs and Security Groups
• Citrix Administration Update and Publish Applications
• SharePoint 2007 Administration Through Security Groups
• Remote support of international satellite sites
• Responsible for support of 3000+ end users
• Configure and Install VM Ware ESXI 4.0 and 5.0

Confidential

Customer Service Rep Tier 1 Tech Support

Responsibilities:

• Perform network troubleshooting on consumer mobile devices
• Utilize multiple systems for customer support
• Customer service