Craig Chapman Email & Phone Number

Cumming, Ga, Us

Alpharetta, Georgia, United States

Provides technical assistance on Citrix products to customers of small to medium size, scope, and/or political complexity - via phone, email and/or remote access, and other appropriate channelsPerforms sophisticated problem analysis and isolates problems of moderate to high complexity, with little instruction from team leads and/or managementAchieving and adhering to established Service Level Agreements and Key Performance IndicatorsValidates and qualifies sophisticated customer issues and business impact which may require collaboration with more senior-level team members or other vendorsGives to the Citrix knowledgebase in the form of new or updated technical articles/documents passionate about issue resolution or preventionDocuments cases, recommendations, and resolutions clearly in the CRM systemEnsure the work performed meets the quality standards within acceptable time schedules and customer commitments

Alpharetta, Georgia, United States

Provided technical assistance on Citrix products to customers of medium to large size, scope, and/or political complexity - via phone, email, and/or remote access.Performed advanced problem analysis and isolates problems of moderate to high complexity, with little instruction from team leads and/or management.Achieved and maintained targeted call statistics such as number of calls answered, number of cases closed or issues resolved, along with other established goals.Published articles on moderately complex technical support issues in Citrix's online knowledgebase, and reviews others' articles.Documents cases, recommendations, and resolutions clearly in CRM system take ownership of hot and/or more political cases escalated from less senior engineers.

Alpharetta, Georgia

Maintain 97% + Positive Net Promoter Score, with an average of 2+ weekly, as well as delivering 95%+ adherence; worked with senior leadership to create new technical support SOPs for 300+ employees worldwide.Act as the primary liaison with high-profile companies to meet a rise above lofty goals, securing 99.8% uptime for Windows Servers and 100% uptime for Citrix Servers despite significant issues.Ensure the flawless administration of Citrix production servers as well as rollout of updated Citrix patches and other related application deployments, working in line with a team of 18 to ensure the best possible outcomes.Provide technical support for Enterprise Mobility Management system & Citrix Content collaboration, showcasing excellent problem-solving skills and attention to detail in a fast-paced workplace supporting always-on-availability.Troubleshoot NetScaler & XenMobile deployments in addition to integrations with XenApp/Desktop, ADFS/ SAN, and more, acting as a subject matter expert across a wide array of systems and technologies.

Cumming Ga

Supported up to 1,600 end users across remote administration of Windows Desktops/Servers, Mac OSX laptops, and other virtual desktop infrastructures, emphasizing performance and uptime to deliver on all SLAs. Streamlined Windows server 2008/2012 setups and performed maintenance across DHCP, DNS, VPN, Exchange, IIS, and other key systems; recommended use of new systems like Intune & Connectwise to improve efficiencies.Built out and managed best-in-class IT infrastructure, including extensive work with software applications such as Mobile device support & administration, GPO, Active Directory, etc., emphasizing optimal budget use. Headed daily operations for 6 junior System Administrators as a decisive leader and supportive mentor.

Alpharetta Ga

Provide top-tier IT support and consultation across office technology, inter-networking, software, and support, delivering best-in-class solutions to support server and desktop administration, virtualization, and VPN to VOIP & IP-Video security; realize consistent growth through client networking and stakeholder engagement.Solved intricate, time-sensitive IT issues to support organizations generating $8M in annual revenue.Researched and documented existing and new processes for IT Support Teams and interacted with business users and other IT groups to gather business requirements for proposed system enhancements.Updated and maintained virus protection software, performed system scans, and removed any detected viruses, spyware, and malware.

United States

Supervised regional upgrade program of vital ATM field equipment in addition to an array of field software upgrades & networking, earning a reputation for ingenuity in streamlining, troubleshooting and excellent management ability.Facilitated loading of TDES Encryption keys, interfaced with transactions processing networks, and aided training; sought as the primary liaison with senior leaders for establishing a new training program for 620 employees.Prepared detailed, actionable reports for management as well as various opportunities for profit improvements.Devised and implemented numerous safety procedures, providing keen insights into operations and fieldwork.Provided technical support and brought down average issue resolution times by 30%.

Alpharetta Ga

Oversaw and continuously improved Windows 2003-2008 and Active Directory environment; Administered PCI-DSS Compliance and incorporated new processes to bring down costs by $150K year-over-year.Forged productive, professional vendor relationships procuring and managing SLAs with service providers for remote ATMs, using communication and interpersonal capacity to handle tough negotiations. Provided assistance to the sales team and created a knowledge hub for pre- and post-sales support. Standardized and improved troubleshooting processes to increase average customer satisfaction ratings by 55%.Designed & maintained the company's windows business network serving local and remote offices. Oversaw a team of IT technicians, verifying they were in compliance with company standards. Implemented help-desk ticketing system & liaison with support staff to ensure timely completion. Managed a network of Automated Teller Machines (value of $6.85M) across several states. Implemented SOPs for Disaster recovery and business continuity. Facilitated transition to VOIP to include RFPs, carrier selection and cost analysis. Developed company policy for Triple DES industry compliance, utilized on company’s ATM & POS devices.Technologies mastered: Switching & routing, firewalls, Active Directory, Microsoft Exchange, Terminal Services, Hyper V, Remote Patch Management,TDES encryption, PCI Compliance Standards, vb.NET, Analog & IP PBX including SIP & PRI trunking, VOIP routing, Backup & Recovery system utilizing VERITAS NetBackup and LTO Storage. Network infrastructure management including Switching, Routing and firewall protection.POTS, leased line, cellular and satellite.

Bachelors Of Science, Business & Information Technology

Associates Degree, Management Information Systems

Certificate, Advanced Networking

Design, configuration; Implementation of a Small Business Network

Associate Of Science - As, Management Information Systems, General, 3.5