Dave Coen Email & Phone Number

Greater Minneapolis-St. Paul Area

Ability to communicate highly technical issues to a non-technical audience.Creativity in developing resourceful solutions to deal with constantly changing information technologiesWork closely with the Infrastructure, Application Management and Application Development groups to coordinate hosting of applications & content as well as upgrades, system changes and application deployments. Provide expertise in Citrix technologies to the MN.IT@DOT Business Application Management. Work with other information resource specialists, consultants, and business users to solve complex design and development issues, while ensuring the solutions meet the defined business needs in a cost effective manner.Work with a wide variety of vendors to design and specify solutions for MN.IT@DOT and MnDOT. Work with vendors to determine whether proposed solutions are appropriate for the department and how they will be integrated with existing infrastructure.Work with department wide stakeholders in the administration, support and development of the Citrix Application Infrastructure environment technologies. Organize and support stakeholder groups.

Minnesota Department Of Transportation

Determine direction for Citrix and related application hosting infrastructures. Upgrades, installations, major system changes and other large projects.Test, plan and execute patches and updates for servers, anti-virus and Citrix system.Manage vendors and subscription/maintenance contracts.Maintain a catalog of applications hosted along with contacts and technical details.Work with the Infrastructure Applications group to coordinate hosting of applications on the various hosting infrastructures.Maintain system documentation and diagrams.Produce weekly and monthly reports of system capacity and performance.Develop and update the disaster recovery and business continuity plans for the MnDOT Citrix Environment.Document and assure backup/restore functionality including regular testing of backup/restore processes.Document security best practices for the systems managed by this position.Perform annual review of best practices and perform self-audits to determine the level to which we are complying with documented best practices.Monitor system performance and errors.Work with the MnDOT IT Service Desk to provide 2nd or 3rd tier support for resolution of client problems.Implement hosting of new or updated applications, discontinue hosting of applications no longer needed.Coordinate testing of new or updated applications that are or will be hosted on the MnDOT Citrix infrastructure.Work with business/application stewards to analyze, troubleshoot and isolate application problems that are related to Citrix or related application hosting infrastructures.Analyze and resolve Citrix or related application hosting problems, connection issues, software update issues.Work with application stewards to coordinate the delivery of new applications through the MnDOT Citrix application hosting infrastructure and best practices for hosting.Troubleshoot and isolate problems with applications.Deploy new and updated applications.Update deployment documentation.

Determine direction for Citrix and related application hosting infrastructures. Upgrades, installations, major system changes and other large projects.Test, plan and execute patches and updates for servers, anti-virus and Citrix system.Manage vendors and subscription/maintenance contracts.Maintain a catalog of applications hosted along with contacts and technical details.Work with the Infrastructure Applications group to coordinate hosting of applications on the various hosting infrastructures.Maintain system documentation and diagrams.Produce weekly and monthly reports of system capacity and performance.Develop and update the disaster recovery and business continuity plans for the MnDOT Citrix Environment.Document and assure backup/restore functionality including regular testing of backup/restore processes.Document security best practices for the systems managed by this position.Perform annual review of best practices and perform self-audits to determine the level to which we are complying with documented best practices.Monitor system performance and errors.Work with the MnDOT IT Service Desk to provide 2nd or 3rd tier support for resolution of client problems.Implement hosting of new or updated applications, discontinue hosting of applications no longer needed.Coordinate testing of new or updated applications that are or will be hosted on the MnDOT Citrix infrastructure.Work with business/application stewards to analyze, troubleshoot and isolate application problems that are related to Citrix or related application hosting infrastructures.Analyze and resolve Citrix or related application hosting problems, connection issues, software update issues.Work with application stewards to coordinate the delivery of new applications through the MnDOT Citrix application hosting infrastructure and best practices for hosting.Troubleshoot and isolate problems with applications.Deploy new and updated applications.Update deployment documentation.

St. Paul, Mn

• Part of a two person team that created, maintained, and distributed the state wide workstation image. • Maintained, troubleshot, modified, and rebuilt Windows 2000, XP, 7, and MAC workstations.• Created, added, modified and maintained Active Directory user and computer objects.• Supported Exchange/Messaging user environment through the Exchange Management Council and Enterprise Active Directory.• Supported the ListServ environment by creating and managing the internal/external mailing lists. • Created, added, modified and maintained Active Directory user and computer objects.• Supported Mac workstations in AD through the use of Bootcamp, or Parallels Virtual Desktops. • Provided IT support for offsite conferences. • Primary contact for all iPhone issues, from setup of the device, to every day troubleshooting issues. • Supported and educated users on Blackberry, iPhone, and iPad devices.

• Supervised a staff of 8 employees in a call center help desk environment. • Monitored call queue and customer service levels. • Helped ease and resolve escalated customers concerns.• Provided monthly reports on the call centers timeliness. • Served as an escalation point for problem tickets. • Played an integral role in the consolidation and cleanup of Crystal Reports Licenses into an enterprise wide managed pool. • Coordinated the testing and deployment of Microsoft Office XP SP3 and MS Office 2007 Compatibility pack.• Coordinated the testing and deployment of a new print solution for the Central Office.

www.mnsoho.comMNSOHO, LLC is a company based on years of experience supporting computers and computer technology. MNSOHO excels in providing computer support services to the Small Office Home Office (SOHO)

Saint Pual, Mn

• Installed, trained, troubleshot, and repaired software / hardware for 1200+ users using SMS and SCCM, as well as other methods.• Part of a fourteen person technology team that implemented new helpdesk system, i.e. MAGIC. This improved productivity and turn around time in the office and improved the quality of work done for the customer.• Participated in Active Directory conversion on workstations.• Maintained and setup network and desktop printers for users.• Maintained McAfee Anti-virus software for 1200+ users, through the EPO Council, which increased efficiency of anti-virus, and made it more proactive during a virus infection.• Maintained NetWare and Windows accounts for 1200+ users.• Supported Novell GroupWise for 1200+ users.• Solved network connectivity issues for 1200+ users, i.e. checking jacks and NIC cards with FLUKE and working with Network Operations to resolve the issue.• Supported and educated users on Palm OS and Pocket PC devices.

Associate Of Arts And Sciences (Aas), E-Commerce/Electronic Commerce

Education record

MCSE 2000 Certification Classes

Undergraduate Stidies