Mentor, Ohio, United States
I am a hardworking IT professional and Cloud Systems Engineer with a diverse technical background and a strong commitment to customer service. I bring hands‑on experience supporting both front‑end and back‑end technologies, ensuring reliable, scalable, and secure solutions across complex environments. I thrive in fast‑paced settings, enjoy solving challenging problems, and take pride in delivering clear, customer‑focused support that keeps systems and teams running smoothly.
• Work with internal IT Teams to setup, update, and test applications in the Citrix environment. • Troubleshoot end user related issues within the Citrix environment. • Manage and Update vDisks in a hybrid environment using Citrix, vmWare, and AWS tools. • Perform monthly updates to Windows 2016 and Windows 2019 servers using SolarWinds Patch Manager. • Utilize Ivanti Appsense Application and Environment Manager to manage user profiles, privileges, and policy. • Work with Group Policy and Active Directory to apply configurations. • Support and troubleshoot user access via Symantec VIP Manager. • Monitor hosts with Zabbix monitoring tool. • Utilize variety of tools to track tickets, manage changes, and maintain internal documentation.
• Proactively utilized monitoring tools to identify production issues with computer systems and network connectivity. • Interacted with various systems and ran script/commands to verify functionality. • Worked to triage and troubleshoot problems using SOPs and escalated issues when necessary. • Tracked all issues/incidents (ticketing system, write ups, etc. for all incidents and resolutions in detail). • Escalated incidents to Incident Management/SMEs for all major and critical incidents. • Provided help desk support for Citrix users.
• Provided Level 2 support for end users across broad spectrum of technologies. • Performed imaging and re-imaging of Windows 8.1 and Windows 10 machines. • Troubleshooted printer issues. • Troubleshooted Citrix and VM Horizon View virtual desktop issues. • Troubleshooted Microsoft Office Suite product issues. • Troubleshooted issues for mobile devices connected to Corporate network. • Maintained accurate records using HP Service Manager ticketing system.
• Performed data migrations for restaurants on back of the house computers running POS systems. • Supported Microsoft Office products on Windows 7, Windows 8.1, and Windows 10 machines. • Managed Soti Mobi Control program to support and manage Android tablets used to track inventory. • Assisted in troubleshooting POS system issues when necessary.• Ran VBscript queries and SQL commands to extract data from POS systems. • Configured CCT security systems for restaurants.• Tracked and maintained accurate records from first contact through resolution.
• Respond to help desk calls and emails from multiple clients. • Troubleshoot and resolve pc, printer, network, and software issues via remote connection. • Monitor servers, switches, routers, backups, and circuits for operation. • Escalate problems to appropriate personnel when necessary. • Communicate with site technicians to ensure quick problem resolutions. • Track and maintain accurate records on issues from first contact through resolution.
· Performed Network and Email administrative duties. · Performed and maintained backups of company servers and workstations. · Selected, configured and maintained NAS for server backups. · Upgraded company web server from Windows 2000 to Windows 2003 Enterprise. · Setup and Configured web server running Fedora Linux with LAMP. · Built and configured servers and workstations when new machines were required. · Troubleshot, repaired and upgraded computer workstations when required. · Updated website content using .asp scripts and MS Access based program.