Lead Technical Support Engineer, Ft Lauderdale Florida October 2016 – January 2024Priority Technical Support to our customers by providinge advanced problem solving and implementation skills of network support for NetScaler ADC, ADM and SDWAN appliances. Independently resolve the most technically complex, mission critical or politically hot customer issues. Possesses strong logical/critical thinking and problem resolution skill. Practical understanding of the OSI model, Common Protocols, VLANs, VPNs, Router/Switches, Linux, Firewalls and Load Balancing Handle top priority cases for top-most customer segment as part of an advanced technical team Act as a subject matter expert in at least one core Citrix product Responsible for making moderate to significant improvements in customers systems to increase efficiency Participates as part of the on-call rotation Demonstrate a high level of skill in networking with NetScaler or other relevant load balancing product Adhere to documentation of detailed information gathering, analysis, and investigation to identify the problem.• Works to achieve operational targets with a major impact on the departmental results. Possess Citrix certifications or industry equivalent certifications. Outstanding level of professional verbal and written communication

Catholic Health Initiatives, Denver, CO February 2014 – February 2016Provides advanced problem solving and implementation skills, and/or as a team member to implement, upgrade and support complex application systems and Subject Matter Expert for: McKesson Horizon HomeCare & Hospice, Cerner Homeworks, Road Notes, CareWatch, & Care Tracker, Allscripts, RescueNet, CPR+, Rock Pond, Medforce, Optimus, Brightree, SHP, Homecare CRM, Momentum Healthware, Maestro, Homecare HomeBase, Answers On Demand, Physician Portal, RescueNet, Homecare/Homebase Medical applicationsProvided 24x7 level three application support, advanced problem solving and implementation skillsRemedy System Incident Assignment, Change & Demand ManagementTrain and educate users on system functionality and capabilityProvide mentoring and training to Junior Analyst staff in areas of system analysis & design, and specification development and documentationProjects, Application Upgrades, Interface Support, Security Vulnerability Audits, Provision Accounts, Citrix and Data MigrationsRevoke and extract databases for Cerner (Certified) & McKesson Home Health Care application for field staff .Resolve Medicare/Medicaid Billing Issues.Perform Application Security AuditsEnsured that all systems are fully tested before implementation into productionCommunicate and collaborate with external and internal Medical & Business Staff to analyze information needs and functional requirements and delivery

Implement, Upgrade & Support EMR Applications for all Hospital StaffInstall new/rebuild existing equipment, Image and/or Reimage Desktops, LaptopsMaintained Windows Servers, Exchange, Active Directory, Wireless and VPN Connections, Perimeter SecurityPerformed Preventative Maintenance on Servers, Workstations, Laptops,Field Devices, Smartphones, Copiers, Printers, Software Applications, Routers, Switches, Firewall. Maintained Hardware & Software InventoryProvide Tier I & II Help Desk Support. Investigate, Troubleshoot and Resolve Issues

Manage, maintain, monitor, and build out physical and virtual server environmentsManage Cisco Networking Switches, VLAN’s, Routing, NAT’s, Firewalls and VPNRespond to Alerts and Notifications about Network Devices and fix the issues:Servers, Printers, Workstations, Phones, Firewalls, Routers, SwitchesMaintain Hosting Servers & Websites, IIS, POP Emails Accounts, FTP FilesPerform system and network analysis of intrusions to the network infrastructure, applications, operating systems, firewalls, proxy devices, malware detection and data encryption and other security measuresManaged Intrusion Defense Systems; includes Firewall, IDS, IPS, Internet Web browsingMonitor Co-location Network Devices, and Monitor Power, Temperature, Humidity, IlluminationMonitor Broadband Access, Speed,Maintain DNS, DHCP & Active Directory, distributing Group Policy and building Organizational Units, as well as Watch Guard Firewall Security, Intra/Internet Access,Management of Cisco Networking Switches, VLAN’s, Routing, NAT’s, Firewalls and VPN’s. Perform & Maintain Systems Backups – Vault Logix, Veritas/Symantec Backup Exec, Restore Files, Logs. Provide Managed Services for Gold and Platinum Customers, and Create Managed Services Reports

Perform Systems, Network Audits, and provide strategic upgrade and migrations for Fortune 500 Clients for Lotus Domino Notes. Design Network and Server Architecture for Clients. Provided Training at Workshops, Trade Shows and Lotus Sphere. Compose White Papers and Technical DocumentationSubstitute for Clients Systems Administrators and Network EngineersManage and Lead Large Upgrade and Migration ProjectsTravel to Client Sites and Perform Implementation and Delivery of ServicesDevelop and Implement Disaster Recovery Plan, Perform and Direct Capacity Planning