ROBERT C. HICKS

*** ****** ** #*

Atlanta, Ga. **313

404-***-****

aceswx@r.postjobfree.com

SUMMARY OF QUALIFCATION

I am a dedicated, detail-focused employee with over thirteen years of

experience in solving complex hardware and software issues and managing

projects in and enterprise environment. With my combined technical skills

and Project Management experience, I am able to produce quality work

within tight time constraints. I am an organized, reliable, and a self-

motivated professional who works efficiently and effectively within

business organizations.

PROFESSIONAL EXPERIENCE

Blue Cross Blue Shield Chattanooga, TN March

2014- Present

Citrix Engineer (contract position)

. Managed 2008R2 Citrix XenApp Servers

. Patched and updated XenApp Servers

. Used monitoring tools on XenApp Servers for troubleshooting and to ensure

that servers are configured properly

. Managed virtual servers via VSphere 5.0 for our XA 6.5 Farm

. Managed virtual desktops via VSphere 5.0 for our XenDesktop 5.6 Farm

. Assist with the XA5 migration (XenServer) to XA 6.5 (VSphere5.0)

. Resolved escalated tier 3 service tickets

. Updated Vdisk images for provisioned XenApp Servers

. Updated Vdisk for provisioned XenDesktop images

. Publish applications on our XenApp Servers and ensured user access

. Proposed recommendations for better server performance and user

experience

. Assist with managing thin client devices via WYSE device manager

. Identify trending issues and implement resolutions

Wellstar Hospital Atlanta, Ga. June 2013-April 2014

IT Project Analyst (contact position)

. Create LWS records and uploaded them to EPIC via txt mode and

templates

. Create EPR records and uploaded them to EPIC via txt mode and

templates

. Created documentation for different processes and knowledge base

articles

. Managed VPSX and EPS Environment to ensure printer connectivity and

drivers

. Managed 20 TDR Testers

. Performed all EPIC Builds

. Extracted data from SharePoint for management updates and Project

Status

. Point of contact for escalated issues

. Participated in recommendation walkthroughs with EPIC Analyst

. Created and assigned client device names for location identification

. Attend meetings with Upper management and PMs to ensure deadlines are

meet

Children's Health Care of Atlanta, Atlanta, Ga. Nov. 2011-January 2013

Client Access Design Engineer

. Monitored Our Citrix XenApp Environment to ensure client connectivity

. Installed and configured XenServer for our CHR XenApp Farm

. Created and maintained XenApp images with our PVS V-Disk

. Designed and configured XA6.5 Servers for our CHR environment

. Managed virtual servers with XenCenter

. I was assigned to be the main Support Engineer for our CHR affiliate

practices

. Installed, tested and maintained our software on our virtualized

environment

. Resolved any escalated issues from Field Service, Helpdesk and

management

. Maintained our Print server that supported over 1,500 printers

. Analyzed issues to resolve escalated cases from our Helpdesk

. Migrated Software from Presentation Server to our XenApp 6.5 Servers

. Resolved moderate networking issues

. Traveled to sites to oversee Software and Hardware deployments for

CHOA

. Tested and Confirmed all implantations/migrations for our CHR

practices

. Updated management with status reports on all projects and escalated

issues

. Installed scanners and remote devices for CHOA and CHR

. Supported our EPIC software via installs and maintenance

Citrix, Alpharetta, Ga. August 2010- 2011

Technical Support Engineer

. Assist system administrators with issues relating to XenDesktop 4&5,

Provisioning Server 5.6&6, and EdgeSight 5.3

. Assist system administrators with installing and configuring XD 4&5

environments

. Troubleshoot Group Policies issues pertaining to Citrix products

. Use fundamental technical troubleshooting skills obtained through

performance of the role to define and isolate technical issues.

. Assisted in managing virtual environments with XenServer, VMWare and

Hyper-V

. Assist customers in the development\completion of POC's

. Provided rapid resolution to companies that are completely down

. Configure and troubleshoot EdgeSight for Load testing servers so we

are able to diagnose network and plan for growth

. Configured and maintain a personal environment for testing

. Analyze CDF traces and logs for resolving Citrix issues

. Ran network traces to analyze network traffic

. Assist in setting Citrix policies to meet company standards

. Installed and manage XenApp 6 in local environment

. Troubleshoot networking issues related to Citrix products

ADP, Alpharetta, Ga. October 2006- July 2010

Technical Support Specialist II

. Prioritized tickets and projects for COBRA FSA Healthcare

. Configured Window Servers for production and staging environments

. Designed Workstation images for VM and physical machines

. Lead on VM servers and workstations implementation projects for COBRA\FSA

Healthcare

. Responsible for ensuring that our desktop, Server and VM environment was

up-to-date with Anti-Virus patches

. Analyze our environment and proposed recommendations to improve our

environment

. Scheduled meetings to inform users of any changes that will affect their

daily work

. Created documentation for company standards and operating systems

. Chosen to lead teams on numerous projects and upgrades

. Scheduled meetings with other IT departments to compile a plan for

upgrades and implementations

. Conducted training for co-workers on different issues and software

. Point of contact if Team Lead was not available

. Primary contact for India Technicians to resolve nightly XenDesktop and

VMware issue

. Installed and configured ESX servers for our VMWare environment

. Work with PMs to maintain UAT and staging environments while resolving

issues

. Ensured all group policies and company standards are in compliance with

upper management guidelines

. Published applications in out Citrix environment

. Deployed software packages via Microsoft SMS Desktop Management Systems

. Selected to interview candidates to fill vacant positions

. Assist in maintaining CITRIX Presentation servers

. Resolved LAN and Networking issues

. Resolve various printer issues while managing print server

. Purchase software and hardware for corporation

. I have been awarded numerous times for exercising great customer service

. Ensuring we were compliant with SOX, and SAS audits

. Configure CISCO VPN connections on laptops

. Resolve various XP, 2000,Windows7 and Server 2003 OS issues

. Work with Application Developers, and Applications Support team to

resolve issues

. Awarded Desktop MVP for 2008

. Chosen to represent the Desktop Support Team in Disaster Recovery

EDUCATION

Bachelor of Science in Management Information Systems, 2001

Winston-Salem State University, Winston Salem North Carolina

Certifications

. CCEE - Certified Citrix Enterprise Engineer

. CCA - Certified Citrix Administrator for XenDesktop 4 & XenDesktop 5

. CCA - Certified Citrix Administrator for PVS

. CCA - Certified Citrix Administrator for XenServer 5.6

. CCA - Certified Citrix Administrator for XenApp 6

COMPUTER SKILLS

Software Applications: Microsoft Office, VM Ware, SCCM, SMS, Trend-Micro,

Symantec Backup Training, CITRIX Training, McAfee, Norton's Anti-Virus,

Active Directory, System Deployments, ITIL, SaaS, TCP/IP, Enterprise

Architecture, DHCP, Cloud Computing

Operating Systems: Windows 98, 00, & XP, Windows7, Windows Server 2000,

2003&2008, SQL 2005 & 2008

Contact this candidate