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Sr. Technical Support / Jr Engineer / Team Lead

Charlotte, North Carolina, United States
April 21, 2017

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**** ********* ****, ********, ** 28104 704.***.****


Industrious Citrix certified system administrator with 15+ years of technology experience and exceptional troubleshooting skills for preemptive support and maintenance of physical and virtual infrastructures. Adept communicator with inherent leadership ability. Focused on taking a systematic approach to solving complex problems.


Citrix, Hyper-V, VMware, Active Directory

Sound judgment/self-starter

Thin client/desktop/laptop/mobile

Windows XP, 7, 10, Server 2012, Ubuntu, Mac

CompTIA A+ Certified

Citrix CCA-V Certified

Exceptional troubleshooter

Excellent presentation and communication

Relaxed under pressure

Superlative interpersonal skills


Citrix Administrator/Desktop Engineer/Sr. Desktop Support

06/2013 to 01/2017

ACN, Inc.

Concord, NC

•Maintain 99.8% uptime for 1000+ user sessions weekly across Citrix XenDesktop 7.x and XenApp 7.x infrastructure.

•Regulate XenApp/Windows Server application assignments and XenDesktop RDS/VDI user sessions using Active Directory, VMware VSphere, Citrix Studio and Citrix Director.

•Exclusively manage all parts of physical and virtual enterprise including planning, design, implementation, testing, deployment, user support, maintenance and documentation; evaluate system utilization to ensure appropriate and efficient use of applications and system resources.

•Perform daily tasks to ensure stability of Windows server environment and identify potential system issues before they become a problem.

•Implement use of Citrix and Active Directory policies to allow for more granular control of user profiles.

•Create, configure and administer Windows 2008 and 2012r2 XenApp and XenDesktop RDS Servers.

•Develop Windows 7/10 base images for deployment on new hardware, including sysprepping, revisioning, and generalization for deployment to users with dissimilar hardware.

•Install, update and manage 62 XenApp/Windows Server hosted applications. Repackage applications with Orca and App-V.

•Assist in migration from physical computers to thin clients for business units to take advantage of Citrix technology.

•Image, maintain and improve HP thin client solution utilizing HP Device Manager.

•Provide on-call third tier technical support and administration of entire Citrix/Desktop environment.

•As triage, manage and resolve incident and request tickets in Service Now with 7000+ tickets resolved in 1.5 years.

•Use LanDesk and Altiris to manage remaining physical machines.

Network Administrator/Design Specialist/End User Support

04/2006 to 06/2013

Home Based

Charlotte, NC

•Designed and implemented network distribution systems, including data, voice, wireless, audio, video, and surveillance.

•Managed all switches, routers (wireless), firewalls, phone and imaging equipment.

•Maintained client servers, computers, printers, cables and wireless equipment.

Network Specialist

04/2003 to 03/2006

Solution Start

Charlotte, NC

•Diagnosed network problems involving a combination of hardware, software, power and communications issues.

•A+ Certified Network Specialist in business analysis, system design, implementation, testing and training to ensure consistent quality while presenting a high degree of professional service.

•Adept at Layers 1 and 2 of the Open System Interconnection Model, including the physical installation of cables,

switches, routers and other network infrastructure designed to convey the bit stream through the network.

Audio Video and Lighting Design

06/1998 to 03/2003


Charlotte, NC

•Provided computerized lighting and sound system design.

•Evaluated need for additional or new technologies in client audio and video systems.

•Identified pain points and designed solutions to elevate user experience.

Technical Support/Escalations Manager

12/1996 to 06/1998

IBM/Interim Technology

Kennesaw, GA

•Provided first-level technical support for IBM Global IT infrastructure throughout the USA and overseas.

•Promoted and assumed additional responsibilities as Technical Escalations Manager.


Bachelor of Science: Mathematics/Computer Science, University of North Carolina at Chapel Hill (1996)

Microsoft Hyper-V - Server Virtualization with Windows Server Hyper-V and System Center (2016)

Amazon – AWS Immersion (2016)

VMware – VSphere: Install, Configure, Manage V5.5 (2015)

Citrix – Managing App and Desktop Solutions with Citrix XenApp and XenDesktop 7.5 (2014)

Microsoft – MCITP: Windows 7, Enterprise Desktop Administrator (2013)


Dan Niedhammer – ACN Call Center Technology Manager 804.***.****

Ken Zummach – ACN Senior Windows Enginer 704.***.****

Caleb Carter – Avanade NA Director Cloud Solutions 425.***.****

James Gano – ACN Network & Telephony Engineer 704.***.****

Vahni Levitt – TIAA Content Developer / Digital Marketing 704.***.****

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