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Desktop Support Engineer

Englishtown, New Jersey, United States
February 05, 2019

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**** ********** ***** **


CELL 732-***-****



Citrix Certified Enterprise Administrator – Metaframe XP/1.8/Xenapp 6.5 (CCEA)

Citrix Certified Administrator – Metaframe 1.8/Xenapp 6.5 (CCA)

Microsoft Certified Systems Engineer – Windows® 2000/2003 (MCSE)

Microsoft Certified Systems Administrator – Windows® 2000/2003 (MCSA)

Network+™ certification

A+® certification


Windows 10, 8 & 7/2000/XP Suites, Citrix MetaFrame 2000/XPe /CPS 4.0, XenApp 5 & 6.5, Provision Server, XenDesktop, Secure Access Gateway Windows 10/8/ 7/2000/XP Suite, XenDesktop 7.18, StoreFront, NetScaler, VDI, MS Azure


Citrix Administrator Feb. 2018 to July 2018

Bioclinica, Princeton, NJ

Lead all VDI and application virtualization projects and serve as the subject matter expert and lead technical support for assigned business applications to meet these needs. The primary platform at Bioclinica for desktop and application virtualization is Citrix XenDesktop.

Primary Responsibilities

Serves as IT technical expert for new business application initiatives by:

• Participating in the evaluation, planning, design and implementation of new application initiatives

• Serving as the expert in implementations and migrations of the latest Citrix and application virtualization technologies; recommending solutions to support and enhance our existing systems

• Assisting in the creation of the system design and functional specifications for internal development projects

• Identifying opportunities and implementing solutions to improve business processes and Productivity

Serves as systems administrator for enterprise applications by:

• Providing on-going support of installed application systems including resolution of application systems incidents, root cause analysis of problems, impact analysis and planning of proposed system upgrades and patches

• Analysis and development of enhancements to meet changing user requirements

• Execution of change control procedures to ensure all enhancements, upgrades and patches are thoroughly tested and planned before implementation in the production environment

• Maintaining all related technical documentation; where applicable, developing and communicating company policies and procedures

• Maintaining corporate Citrix environment

• Maintaining corporate VMWare environment with regards to Citrix VMs

• Managing system requirements within budget

• Working with business units and internal teams to strengthen existing capabilities

Maintains Quality Service and Departmental Standards by:

• Reading, understanding and adhering to organizational Standard Operating Procedures (“SOP”)

• Assisting in establishing and enforcing departmental standards

• Ensuring the application of Enterprise IT policies, principles, and practices in the delivery of all services

• Participating in the modification of related company SOPs

Secondary Responsibilities

Contributes to team effort by:

• Working with internal staff to resolve issues

• Exploring new opportunities to add value to the organization and departmental processes

• Helping others to achieve results

• Performing other duties as assigned

Maintains Technical and Industry Knowledge by:

• Attending and participating in applicable company-sponsored training

• Continuing education in network and/or application engineering

IT Infrastructure Analyst March. 2014 – July 2017

WWRD (Waterford, Wedgewood Royal Doulton, Royal Albert) Wall, NJ

Level 2 - 3 desktop support in a 1,000+ employee environment

Install desktops and repairs to desktops

VOIP support & PolyCom configuration

Video conferencing support using Creston for conferencing & streaming audio/video

Basic installing of hardware and software

Format and reinstall Windows

Deploying of images using Acronis 11.5 & Syprep, SCCM

Install network printers & troubleshoot

Set-up IP addresses and create and reset passwords

Setup and implemented storefront images, IP networks, VOIP & VPN connection back to corporate network

Trace out any minor network issues

Provide gMail support & Migration to Office365

Troubleshoot issues with SonicWall firewall

VmWare administration and Citrix support for Citrix Farms both in US & UK

Storefront configuration, design and support

Published desktops with the applications to thin clients via Citrix web interface

Provided customized desktops, profiles & applications through XenDesktop to the end users

Design, configured and deployed Meraki MX610 wireless routes with VPN tunnel for WWRD retail location throughout USA. Configured and deployed register computers, receipt printer, network printers and VOIP phone systems using Cerator.

Windows Administrator (Consultant) Nov. 2013 – Jan 2014

Alpha Solutions@ MetSchools, Inc. New York

Level 2 - 3 desktop person of 7 schools between Manhattan and Brooklyn

Install desktops and normal repairs to desktops that are already in place

Basic installing of hardware and software

Format and reinstall Windows

Install printers

Set-up IP addresses and create and reset passwords

Troubleshoot any desktop or printer issues

Trace out any minor network issues

Setup Exchange mailboxes/provided support

Troubleshoot issues with SonicWall firewall

Troubleshoot issues with Mac computers

System Engineer/Citrix SME (Consultant) Jan. 2013 – Apr. 2013

Ranstand Technologies Consultant @ Waterford USA, Wall, NJ

Managed Active Directory Domain Controllers and user accounts

Managed Microsoft Group Policies

Provided Tier 3 desktop support and managed support tickets

Provided support, installation and upgrades as required

Provided desktop imaging of laptops and workstations

Provided Level 3 support, handling 15-20 tickets using an access database ticketing system

Migration of Windows XP OS to Windows 7 Ultimate.

CITRIX ADMINISTRATOR (Consultant) May 2005 – Nov. 2012

RCI Technologies Consultant @ Merck & Co., Inc., Whitehouse Station, NJ

Tested the application on virtual machines in the lab environment;

UEM / UPM for Citrix enterprise environments.

Migration of Windows XP OS to Windows 7 Enterprise.

Provided desktop support via Remedy Change and Trouble ticket management.

Production environment consisted of both Windows Server 2000 and 2003 OS

Administered 10 Disaster Recovery servers within the farm for load balancing the Production servers and to improve the reliability of the applications

Actively involved in tier3 on-call pager rotation once in a month along with the team members

Handled an average of 5-6 ticket per day using Remedy ticketing system in the round robin fashion

Provided customized desktops, profiles & applications through XenDesktop to the end users

Maintained documentation of all the installations, troubleshooting tickets, updates and upgrades for the servers

Administered AD (Active Directory) for Windows 2003 including IIS 6.0, GPO deployments, DNS, DHCP configurations & web services in .NET framework (platform)

Performed VB scripting to push GPO's to client desktops

Performed backup using Veritas and Norton Ghost; Deployed Citrix clients and maintained patch management using SMS and Citrix Hotfix;

Monitored the Citrix servers installed on VMware ESX 3.5/4.0 servers

Published desktops with the applications to thin clients via Citrix web interface

Created and managed roaming user profiles for the Citrix clients;

Implemented GPO's to enforce user restrictions

Designed and deployed VMware ESX 3.0 hosts in 35 IBM X series servers

Implemented the migration of the existing Windows 2000/2003 servers to virtual hosts using P2V process

Deployed Virtual Center 2.5 for better central management of the new virtual infrastructure

Administered the ESX 2.5.0 hosts using VC 1.3.1 console

Performed Hot migrations (VMotion) and cold migrations for high availability & unprecedented flexibility

Created and managed VM templates and snapshots within the datacenter

Deployed Group Policies & managed user accounts, permissions and rights in Active Directory

Implemented documentation for policies & procedures for the existing environment according to a SOX based production environment

Used Altiris software to deploy Citrix server images to blade servers; Designed 24/7 automatic event notifications to support users using Implemented the server build process of Windows 2003 servers in a clustered environment

Administered Window server 2003 builds & configured AD, GPOs, DNS, DHCP & IIS

Implemented a test environment for Windows operating systems using Microsoft Virtual PC

Assisted security administrator to redesign AD structure; standardized naming conventions & group roles for the Citrix applications and network file share accesses

Performed remote control, patch management, operating system deployments, software distribution, software & hardware inventory using SMS tool for the Citrix infrastructure.

Systems Engineer 1999 - 2002


Selected to provide network support for an information technology consulting firm specializing in installations and support for various ERP applications. Utilize extensive knowledge of network troubleshooting techniques to ensure successful backups, perform data recovery and standardize software on all network PCs. Successfully interacted with internal and external users to restore functionality in a timely manner. Provided specialized instruction to users in equipment, hardware use and simple issues resolution.

Facilitated company expansion effort through assisting cabling, equipment setup and testing that ensured operability on completion of the expansion.

Developed various hardware configuration plans for network systems.

Developed and maintained disaster recovery procedures for the network and network resources.

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