Heath Roberts Email and Phone Number

Support hybrid on-premise + cloud Citrix environment for ~1,600 business partners, ~980 applications, and ~15,000 active users. Manage Citrix NetScalers and Application Delivery Management service.Develop relationships with regional business units IT in order to influence them to comply with security and operational standards. Act as escalation contact for those regional business units.Assist support team to resolve escalated issues.Manage project teams with Scaled Agile Framework to achieve strategic goals: retire obsolete servers, enable & push application owners to replace obsolete instances of Java, refactor network to enable new security controls, migrate to Azure Multifactor Authentication.Work across organizational boundaries and drive cultural change within department.Perform root cause analysis of major incidents and develop root cause elimination plans.Manage service and support suppliersCitrix Storefront. SysTrack. vSphere. Ivanti. GPO. Chef.

Owned file transfer service used to exchange data with business partners, serving ~1200 business processes and ~3000 users. Backup owner for web service gateway (IBM DataPower).Developed strategic relationships with software and service vendors. Established formal service reviews. Managed service budget including rollup into higher forecast (final was ~£1.1 MM per annum).Identified and documented business criticality of service and proposed switch from using outsourcing supplier for supplemental headcount to a team at supplier performing all transactional work using GSK processes. Subsequently proposed and implemented a switch from pay-for-person to a statement of work with defined incident & request volumes and service level. Over a two-year period, transitioned from 12x5 support to 24x7x265 at a ~20% cost increase.Authored, edited, and approved service documentation for clients, help desks, and business partners. Authored formal service communication to internal clients and external business partners.Developed options for file transfer service to support divestiture of Consumer Healthcare business (Haleon). Deployed SaaS solution in Amazon Web Service for Haleon. Designed Azure deployment of file transfer service for Haleon business in China. Provided Haleon IT staff with turn-key, documented insrastructure and service.Migrated file transfer gateways from server-based systems to virtualized appliances.Identified, managed, and mitigated risks. Managed vendors. Developed and maintained strategy in coordination with enterprise architecture board.Lead team implementation of Kanban board to prioritize development work. Used Jira to coordinate with other teams on cross-functional projects.

Escalation manager for major incidents. Briefed business and IT executives on changes, issues, causes, resolution, and elimination of causes.Resolved escalated technical issues with supported services (VPN, file transfer, API gateway).Managed services using ITIL processes: incident, problem, change, and configuration management. Managed demand and capacity.Performed root cause analysis and elimination. Used statistical quality framework (Lean Six Sigma) to identify deviations from controlled process and find assignable causes.Lead team of eight who handled second level incidents and changes.Managed Citrix Netscaler security gateways for external business partner access to internal virtualized desktops and published applications.

Migrated Cisco TACACS servers to ACS appliance platform.Migrated staff VPN from Cisco ASA devices to Juniper Pulse.Transitioned support of SecurID, RADIUS, and TACACS services to Identity Management group within company.Managed various network management platforms: CA/Spectrum for monitoring network devices and alerting to appropriate groups; Infoblox for DNS and IP address allocation; and Symmetricom appliances for global time (NTP) service.

Managed remote access VPN service for GSK staff and individual partner users. Resolved end-user incidents escalated from help desk.Managed authentication infrastructure (RSA SecurID, Cisco TACACS and RADIUS) to support VPN service, WiFi authentication, and network administrators.Migrated fleet of ~54 Cisco VPN3K appliances at ~22 sites worldwide to Cisco ASA.Automated administration of WiFi clients to reduce cycle time for delivery specialists implementing wireless networks.Handled incidents and change requests for large diverse enterprise LAN/WAN. Troubleshot router, switching, PacketShaper, and Riverbed Steelhead issues.Communicate information about outages to IT and business management, including impact, causes, resolution plans, and expected downtime.Integrated support for Riverbed Steelhead network acceleration appliances into Network Services.

Managed Unix servers (Solaris, HP-UX, AIX, IRIX) in enterprise computing environment.Managed NIS, DNS, Netbackup.Implemented EMC TimeFinder to decrease quiesced time for backup for large databases.

Designed, configured, managed client & capital approval for unix server & storage systems that didn't fit standard models. Examples might include cases where MC/ServiceGuard or HACMP were required, or where compute or I/O requirements were higher than normal. Troubleshot application performance, including compute, storage, network, and end-user devices. Implemented global Stratum 1 GPS-based NTP distribution using Symmetricom GPS receivers.Skills: MC/ServiceGuard · IBM High Availability Cluster Multiprocessing (HACMP) · Symmetrix · Storage Area Network (SAN) · Network-Attached Storage (NAS)

Designed DCE/DFS architecture to replace workgroup model for developer workstation networks.Skills: IBM AIX · HP-UX · Solaris