Team Management:• Supervise and lead a team of Citrix support technicians.• Conduct annual performance evaluations and provide feedback promptly.• Provide coaching and training to improve team performance on a weekly and monthly basis.Technical Support:• Serve as an escalation point for complex Citrix-related issues and other IT-related problems.• Troubleshoot and resolve Citrix-related problems, including configuration, performance, and connectivity issues.• Stay up-to-date with the latest Citrix technologies and best practices.• Continually assess and create new security measures to protect clients and their data.MSP Collaboration:• Collaborate with other IT teams (Co-Managed) to resolve cross-functional issues.• Foster strong relationships with customers to ensure seamless service delivery.• Align on service strategies, performance metrics, and customer satisfaction goals with client stakeholders.• Regularly communicate with clients to address any service issues and ensure consistent support quality.• Share best practices and collaborate on continuous improvement initiatives with clients.• Participate in joint planning sessions with clients to anticipate their needs and strategize on future service enhancements.Documentation and Reporting:• Maintain accurate records of support activities, including incidents, resolutions, and workarounds.• Generate regular reports on support metrics, such as ticket volume, resolution times, and customer satisfaction.Process Improvement:• Identify opportunities to streamline support processes and improve efficiency.• Implement best practices and standard operating procedures for Citrix support.• Recommend and implement tools or technologies to enhance support capabilities.Security and Compliance:• Ensure that Citrix environments comply with security standards and regulatory requirements.• Implement security measures to protect Citrix systems from vulnerabilities and threats.

• Provide direction to the support team and manage team response to reported problems using Solorwinds N-Able and Connectwise Automate for NOC duties.• Deploy and maintain firewalls, specifically Watchguard, Meraki and Sophos XG. Some experience with Cisco ASA.• Deploy and maintain Office 365/Azure cloud environment. Specifically utilizing MFA, conditional access, and other security measures that are offered by Microsoft security products. • Deploy and maintain virtual environment. VMware and Microsoft Hyper-V. • Maintenance of Server 2008, Server 2012, Server 2016, and Server 2019• Deploy and configure Active Directory/Domain Services. • Develop and deploy security best practices and make recommendations based on laws and regulations• Collaborate with Security Operations Team.

Implemented new processes to streamline the client experience; Established and maintained current standard operating procedures for the precinct; Effectively moved precinct performance from the bottom of the company to the top of the company within a year through corrective processes and behavior coaching; Created and fostered an environment where employees ensured no client goes un-served or underserved.; Experience in windows XP, Vista, 7 and 8, OSX operating systems; Understanding threat removal and repair of all operating systems. Brand Ambassador to the sales floor for all Geek Squad related services. Delivered timely training, coaching and recognition to reinforce behaviors that the company operating model and business group plans.

Responsible for $20-25 million 4 wall store. Created positive revenue and margin growth in Personal Computing/Tablets and Best Buy Mobile; Monthly/Quarterly/Yearly financial results; Managed and Developed up to 15 employees on their performance, through coaching in the moment, one on one meetings and individual performance plans; Understood and analyzed current customer and business trends; Focused around managing gaps through financial reporting and Profit and Loss statements. Built plans to implement business group plans within the store that utilize all available channels (.com/BBFB/phone, Premium Brands) to deliver expected financial outcomes. Acted as the customer experience leader. Partnered with general manager, sales managers, and district staff to identify opportunities in support of business group plans. Executed of controllable expenses, labor management cycle, margin erosion, shrink plans, etc.

Managed financial and operational performance goals to promote positive revenue and margin growth; Maintained and improved customer/store relations; Managed 20 employees including hiring, performance management through coaching and individual performance plans, discipline and termination; Analyzed financial statements and developed corrective action plans; Monitored multiple distribution channels including dotcom, over the phone and the Best Buy Order Management System; Analysis and understanding controllable expenses on the Profit and Loss statement to positively effect change month over month.

Implemented new processes to streamline the client experience; Established and maintained current standard operating procedures for the precinct; Experience in windows XP, Vista, 7, and 8, OSX operating systems; Understanding in threat removal and repair of all operating systems. Effectively led team to highest revenue intake for the year. Brand ambassador to the sales floor for all Geek Squad related services.

Maintained and improved client experience through standard operating procedures for the precinct. Involved in creating a culture for the Geek Squad experience on the sales floor. Observed and coached agents based on client engagement and repair techniques. Implemented better processes as they become needed to improve the client experience. Experience in windows XP, Vista, 7 and OSX operating systems; Understanding in threat removal and repair of all operating systems.