Help Desk Technical Support

Chun Hui

*******.***@*****.*** 516-***-****

IT Infrastructure & Citrix Engineer Technical Support Specialist End-User Computing (EUC)

Professional Summary

Dynamic and solutions-focused IT professional with 10+ years of hands-on experience in Citrix virtualization (XenApp/XenDesktop/Virtual Apps & Desktops), Windows Server administration, cloud-based desktop delivery, and end-user support. Proven success in troubleshooting Tier 2/3 escalations, supporting hybrid cloud environments, and managing large-scale VDI deployments. Skilled in PowerShell scripting, Active Directory, Group Policy, and ensuring security compliance in regulated environments. Adept at incident management, change control, and driving excellence through ITIL-aligned practices. CompTIA A+ certified, with a strong commitment to system optimization, automation, and seamless user experience delivery.

Core Competencies

Virtualization & Cloud: Citrix XenApp/XenDesktop, VMware vSphere, VDI, Azure

IT Support: Tier 1–3 Help Desk, Remote Support, End-User Training, ITIL Practices

Systems & Network: Active Directory, Windows Server, DNS, DHCP, VPN, LAN/WAN

Automation & Scripting: PowerShell, Group Policy, Performance Monitoring

Security & Compliance: Endpoint Protection, Security Patching, System Hardening

Documentation & Process: SOPs, IT Asset Management, Change Management

Professional Experience

Senior Citrix Engineer

NYU Langone Health – New York, NY

April 2019 – Present

Lead architect for Citrix XenApp/XenDesktop infrastructure; designed, deployed, and maintained enterprise-grade solutions for high availability.

Administered Windows domain and virtual desktop environments across clinical and administrative systems.

Developed PowerShell scripts to enhance performance and reduce application launch times by 20%.

Implemented security controls and hardened virtual environments, reducing vulnerabilities system-wide.

Provided mentorship to junior staff and collaborated with vendors to resolve high-level escalations.

Help Desk Analyst

Quest Technology Management – Roseville, CA

October 2022 – March 2025

Provided Tier 1–2 support to over 300 MSP clients with over 15,000 users in hybrid environments.

Managed Active Directory, user onboarding and offboarding, and software configuration.

Monitored firewalls, switches, and APs to ensure system performance and uptime.

Created technical documentation and internal KB articles to streamline future issue resolution.

System Support Engineer

NYU Winthrop University – Mineola, NY

November 2014 – April 2019

Managed installation, upgrade, and troubleshooting of Windows servers and enterprise software.

Resolved complex Tier 2/3 escalations, reducing issue resolution time by 30%.

Supported Citrix infrastructure and performed server performance optimization and patch management.

Help Desk Support Technician

NYU Winthrop University – Mineola, NY

October 2012 – November 2014

Delivered technical support to 7,000+ users in a 24/7 healthcare environment.

Maintained 95% SLA compliance by resolving tickets using ITSM tools.

Trained users on clinical software and hardware tools.

Certified On-Site Technician / Resident Tech

Staples – Valley Stream, NY

July 2011 – January 2013

Diagnosed and repaired hardware/software issues for business and personal clients.

Configured networks, removed malware, and enhanced system performance.

Double Agent (IT Support)

Best Buy (Geek Squad) – Westbury, NY

May 2008 – July 2011

Delivered on-site IT support to commercial and consumer clients.

Achieved top-10 national ranking in customer satisfaction and resolution metrics (2010).

PC Technician

Staples – Valley Stream, NY

June 2006 – May 2008

Performed upgrades, repairs, and network configurations for consumer electronics.

Education

B.S. in Information Systems Management

New York University – New York, NY

Expected Completion: 2026

A.S. in Information Technology

Nassau Community College – Garden City, NY

2020 – 2022

Criminal Justice Coursework

John Jay College of Criminal Justice – New York, NY

2004 – 2006

Certifications

CompTIA A+ Certification

Citrix and Microsoft certifications in progress (list specific ones if available)

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