Customer Service Active Directory
Resume:
CRAIG L. PUCKETT
Johns Creek, Ga. *****
Home: 770-***-**** ********@*****.*** LinkedIn
CITRIX SYSTEMS ADMINISTRATOR
JOB OBJECTIVE
A performance-driven IT professional with demonstrated leadership skills, business acumen & technical industry knowledge
Looking for work as a Citrix Administrator in order to exercise my experience in the industry for your organization.
Proven dedication to customer care, flexibility, a positive attitude & the ability to make sound decisions
Creative problem solver with innovative troubleshooting skills
More than 25+ years’ experience with hands-on IT infrastructure/network
Excellent communication & interpersonal skills
HIGHLIGHTS OF IT SKILLS
Remarkable experience with Citrix Administration in small/medium businesses as well as large corporate environments
Profound knowledge of Citrix Environments, including: Citrix Presentation Server (CPS) 4.0, 4.5, XenApp 5.0, 6.0, 6.5 & XenApp/XenDesktop 7.0 – 7.15. Also, XenServer 6.0 – 7.0, Citrix Provisioning Services (PVS) & Citrix Machine Creation Services (MCS), Citrix User Profile Management (UPM), Web Interface 5.0, Storefront 2.0 – 3.13, License Server 11.0 - 11.14, Single Sign-On, Access Gateway, Secure Gateway
Versatile in a variety of Hypervisor environment, including: XenServer, VMWare, Hyper-V
Windows XP – 10, Office 2003 – 2016, Windows Server 2003 – 2016 R2, Microsoft Exchange Server, Hubs, Routers, Switches, Custom Hardware/Software Installation, Customer Service & Troubleshooting, LAN/WAN/Wireless Networking, Active Directory Administration, Group Policy, Desktop Support, Remote Desktop Support, Microsoft RDP (Remote Desktop Connection), VNC, VMware Workstation & Server, McAfee Antivirus, Symantec Endpoint Protection, Microsoft SCCM, VBScript, PowerShell, XML, MSI Creation & Installation, QA Testing
PROFESSIONAL EXPERIENCE
STERLING TALENT SOLUTIONS, Marietta, GA 2017 – 2018
Citrix Engineer
Perform implementation & operation support for Citrix XenApp 6.5, Citrix XenDesktop 7.1+, Citrix Netscaler, Access Gateway feature, Citrix Streaming technology, Citrix Director, MS Server 2008/12 R2, MS Desktop OS, VMware ESX 5.5+, & Active Directory integrations.
Responsible for deploying & managing the XenApp & XenDesktop VDI infrastructure. Current environment consists of 3000+ HP Thin Clients in global locations, connecting via Citrix Storefront to backend VDI Hosting Infrastructure
Responsible for Disaster Recovery solutions as it relates to the Xen Desktop, XenApp Environment by developing & maintaining a library of procedures for disaster recovery documentation.
Experience with Citrix designs, implementations, maintenance, configurations, & resolve tier III/IV escalated issues for Citrix XenApp, Citrix XenDesktop & Citrix NetScaler.
Interface with Architect & Citrix Engineers to develop & maintain all build guides, technical schematics, & test plans.
Execute MS Server builds, installations, establish Group Policies & AD creations.
Execute MS Desktop OS builds, installations with VDI best practices in mind.
Provision & maintain servers & desktop via Citrix Provisioning Services (PVS) & Citrix Machine Creation Services (MCS) via XenDesktop
Support Citrix XenApp Servers, Citrix Netscaler appliance, Citrix Access Gateway policies & configurations, Liquidware Labs Profile Unity & Citrix User Profile Management.
Utilize Solarwinds Monitoring Tools to monitor, isolate & resolve any Citrix-related issues
PRUITTHEALTH, Inc., Norcross, GA 2015 – 2017
Citrix Administrator
Responsible for maintaining Citrix 4.5, 6.5 & 7.9 environments consisting of 300+ XenApp virtual servers running on XenServer & Hyper-V platforms
Migrated applications from 4.5 to 6.5 farm
Created reports using Citrix Edgesight to provide detailed information regarding license usage, performance of servers across a period of time, amount of users logged into an application within a given time period
Created documentation for Help Desk to assist in alleviating common Citrix issues arising from loss of applications, rebuilding Citrix profiles for users & common printing issues
Maintained a Test environment closely mirrored to Production
Worked with a farm of Citrix Provisioning Servers to provision maintenance images, create new images, add new virtual servers & to ensure VMs were load balanced across the farm
Attended meetings with upper executives to plan, implement & discuss new technologies & strategies to improve the current environment
Helped implement & maintain new Citrix 7.9 environment consisting of a Citrix Director, Storefront servers load balanced via NetScaler 10.5, Citrix License Server 11.12, Citrix Provisioning Servers 7.6 & VM’s & VDI’s running off of Hyper-V
Worked with Thin Clients in pushing down new configurations & troubleshooting issues when connecting to the Citrix environment
Worked with Applications, Network & Database teams in resolving issues affecting the environment
Followed guidelines in creating Change Requests for weekly changes to the environment
Participated in weekly project meetings with upper management to discuss ongoing projects
Worked with vendors to resolve issues
Worked on a team of 7 in a 10,000 user company
CITRIX SYSTEMS, Inc., Alpharetta, GA 2010 – 2015
Technical Support Engineer/Systems Administrator
Responsible for providing technical assistance on Citrix XenApp products to customers across a wide variety of technical complexities, focusing on in-depth problem analysis of Citrix products & their integration into enterprise environments.
Using fundamental troubleshooting skills to isolate, analyze, & provide resolution to customer inquiries via telephone & email. To deliver a world class experience & skills that drive a high level of customer satisfaction, strong technical aptitude & motivation to drive success for all global customers.
Performed problem isolation, analysis & resolution, with instruction & oversight from team leads &/or management
Managed case flow & customer communication through issue resolution
Contributed with knowledge articles to Citrix's online knowledgebase based on resolved technical support issues
Document cases, recommendations & resolutions clearly in the Customer Relationship Management system
Strong understanding of Network topologies, Active directory & communication protocols.
Experienced with Microsoft server products & technologies in an Enterprise environment (Server 2003, 2008, 2012).
In-Depth understanding of server administration & networking protocols (such as TCP/IP, DNS, RDP, ICA)
Administrative experience with a variety of Citrix platforms, including Citrix Presentation Server 4.0, 4.5, XenApp 5.0 – 6.5, XenApp/XenDesktop 7.0 – 7.6 VDI.
Administrative experience with Citrix Web Interface 5.4, Citrix License Server 11.10 – 11.12, Citrix User Profile Management 4.x, 5.x.
Experienced with XenApp PowerShell SDK within the Citrix environment for configuration, management & reporting.
Excellent problem solving/analytical skills. Strong written & verbal communication skills
Excellent customer service attitude & the ability to interact with customers in a professional manner
Able to work in a team environment providing knowledge sharing & contributions to knowledgebases
THE HOME DEPOT, Inc., Atlanta, GA 2007 - 2010
IT Developer – IT Retail Services
Designed, developed & implemented Home Depot’s new Windows XP workstation platform for in-store use across 2100+ stores in the United States & Canada.
Develop VBS scripts for Windows XP base OS, made Windows registry edits/updates & maintained Group Policies designs on a periodic release schedule.
Develop custom “Administrative Templates” for Group Policy administration where controls currently don’t exist.
Manage store Windows environment, utilizing Group Policies as it relates to security, firewall & secure user environment.
Test new designs within virtual environments via Microsoft VirtualPC or VMware Workstation. Documented all Group Policy modifications via Virtual Active Directory Domains.
Monitor technical performance of systems & updates to all programs. Verify that performance is not impacting the clients in the stores negatively.
QA testing with extensive Web based Client/server & Web Service. Performed Smoke test, System test, Functional, Integration, End to End, User Acceptance testing & Regression testing activities in Test environment & Production support environment.
During QA environment testing, analyze event logs for malfunctions (workstation or server related), monitor system & application conditions or delays.
Compile QA test findings into action plans to address issues. Deliver test finding to appropriate application groups.
Monitor security of the Operating Systems. Assist DBA’s & architects with data security integrity.
Familiarity with CA Clarity PPM, IBM Rational ClearCase & HP Quality Center & Service Center.
Familiar with SAP functionality & implementation.
Report & document updates, changes in clear, concise documentation in ClearCase & to share with team members.
Delivered all updates & changes in Microsoft Installation Package (MSI) format to be deployed to store PC’s.
Deliver all software upgrades & enhancements to systems for development work & production support in cooperation with application teams & outside vendors, to maintain communications & verification of enhancements.
Evaluate & recommend OS & Applications enhancements where it’s the greatest benefit & support for end-users.
To keep up with the latest trends, updates & patches for the Operating Systems & Applications to prepare for future needs.
Baseline security scans of all PC platforms & schedule fixes to correct issues for next release schedule.
Evaluate new systems & equipment for compatibility issues with existing hardware & technologies. Provide schedules for system enhancements & coordinate with the stores for any technology refresh.
BELLSOUTH TELECOMMUNICATIONS, Inc., Atlanta, GA 1997 - 2007
Senior Systems Analyst
Remote Desktop Support for Windows NT 4.0, 2000 & XP in an Active Directory environment.
Performed advanced computer software installations, upgrades, configurations & support of commercial software & BellSouth in-house developed applications.
Responded to trouble tickets, help desk calls, prioritizing user requests, & resolving complex issues.
Set up workstations & laptops; configured systems & network connectivity, & installed standard hardware & software.
Ensured workstation/server data integrity & load balancing by evaluating server needs & implementing appropriate software/hardware solutions.
Verify with Network Administrators & DBA’s that their server needs are being met adequately.
Install software & occasionally hardware in server environments. Utilize outside vendors for assistance, when necessary.
Perform server backups & restoration on demand. Verified backup integrity on a scheduled basis.
Analyzed performance problems & recommended solutions to enhance functionality of workstations & servers. Periodically monitor CPU usage, peripheral operations (such as printers, tape backups, SAN devices) & application performance & coordinate system & hardware integrations.
Implemented operational support standards as it relates to change management, performance management, & security.
Periodically manage equipment inventory, configuration management & documentation of workstations & servers.
Periodically analyze server’s performance in regards to capacity, system devices, response time, CPU load, processing time & hardware/software performance & report those finding to the server administrators.
Utilized resources such as knowledge bases, websites & help desk tools to locate solutions to known problems.
Analyzed system problems & provided solutions using product knowledge, system utilities, & operating environments.
Consistent sense of urgency & follow-up on open issues to ensure resolution.
Performed “on-call” & off-hour work, as it relates to workstation/server upgrades & downtime maintenance.
TECHNICAL TRAINING
Citrix CCA – Citrix Presentation Server 4.5
Citrix CCA – XenApp 5.0
Citrix CCA – XenApp 6.0, 6.5
Citrix CCA – XenApp 7.0, 7,1, 7.6
AWARDS & ACCOMPLISHMENTS
The Home Depot:
Pillars of Excellence Award – Piloted the first OpenPC platform roles at stores in Dalton, GA & Chattanooga, TN. Overcame obstacles for Investment Review Board (IRB) approval & to complete the pilot on time. My dedication to meet the deadline was appreciated by my management. OpenPC became a huge timesaver for the store by reducing time to access PCs & begin working tasks (estimated to be $5 million in time savings annually). Understood the importance of getting the pilot completed without risks or downtime to the stores. Worked with Store Operations to maintain open communication throughout the pilot. The pilot was very successful & store associates were happy with the new platform. The success of the pilot was attributed to my diligence, attention to detail, perseverance & thoroughness. – Award given by Director of IT Retail Services & IT Vice President
Homer Award & Pillars of Excellence Award – Provided assistance to Provisioning & Microsoft by developing a VBSript which allows each laptop in the stores to correctly map the printers assigned to it. My solution saved many helpdesk calls & eliminated typical human intervention needed for this process. – Award given by Manager of IT Retail Services, Manager of Provisioning Group & Manager of 2020 Project
Homer Award – Developed & piloted the first OpenPC platform roles for Home Depot in Canada. Commended for my excellent communication & execution of this successful pilot. – Award given by Director of IT Retail Services
Developed an automated process to convert Production builds of OpenPC to their QA counterparts. This new process saved the development team 50% of time & effort.
Developed groundwork template for all OpenPC platforms, streamlining the process to quickly develop new store roles.
Isolated all key changes & fixes for all OpenPC roles & consolidate those changes into one Universal Change Package that can be deployed to all roles. This saved our development team 25% of time by shortening the build time of OpenPC roles.
Developed a hybrid OpenPC role to be used in-house at the corporate office that links Kitchen designers there with counterpart PCs at the stores via Microsoft LiveMeeting 2007. This enabled the corporate designers to share designs, in real-time, with customers at any Home Depot store.
Planned, developed & deployed migrations for the first Home Depot fat client apps to their thin client counterparts.
Planned, developed & assisted in the full QA conversion of the first OpenPC role to be completely thin client-based, running the terminal session from Windows Server 2008 R2. This implementation is scheduled to deploy 2nd quarter 2010.
Participated in the planning & discovery stages of the next generation of OpenPC that utilizes Windows 7 as the new OS base & the development of “Cloud Computing” applications.
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