Jack Reynolds Email & Phone Number

Leixlip, County Kildare, IE

Leixlip, County Kildare, IE

Dublin, County Dublin, Ireland

Sydney, New South Wales, Australia

• Managed all phases of project delivery, from initial scoping and creating the statement of work to solution delivery and handover.
• Developed project designs and delivered solutions using a diverse technology stack, including the Microsoft Power Platform, SharePoint development (SharePoint Framework SPFx with ReactJS), Microsoft 365, and Citrix.
• Served as a trusted advisor to clients, guiding them in shaping their IT roadmap through expert insights and best practices.

Sydney, New South Wales, Australia

• Developed project designs and delivered solutions using a diverse technology stack, including the Microsoft Power Platform, SharePoint (including SharePoint development via SPFx), Microsoft 365, and Citrix technologies.
• Colloborated closely with clients to understand their unique business needs and objectives, building strong relationships through trust and long term partnerships.
• Provided clients with in-depth knowledge of technologies used, offering insights and best practices to help them maximise the value of their investment.
• Maintained a customer-centric approach, ensuring that solutions delivered addressed client needs while aligning with industry standards and best practices.

Dublin, Leinster, Ireland

• Acted as the lead consultant for a designated group of enterprise clients across the EMEA region who had purchased the Citrix Managed Services package
• Performing request, incident and change management for assigned clients.
• Served as the initial point of contact for high-priority (P1/P2) tickets and as an escalation point for lower-priority (P3/P4) issues.
• Monitored client environments regularly and conducted daily system tests to ensure optimal performance and reliability.
• Automated routine tasks using PowerShell scripts to increase efficiency and reduce manual workload.
• Provided customers with product knowledge and insights, highlighted key features, and facilitated knowledge transfer to help clients maximise the value of the Citrix product suite.

County Dublin, Ireland

• Guided junior team members by providing product knowledge, conducting demonstrations, and sharing effective troubleshooting techniques.
• Served as a technical liaison between customers and third-level DevAnalysis teams during the investigation of product bugs.
• Performed in-depth analyses of Citrix traces, network traces, and process monitor logs to diagnose and resolve complex technical issues.
• Developed best practices for troubleshooting and shared them with the team to improve collective expertise and enhance customer satisfaction.
• Published product knowledge documentation and issue resolution guides for public consumption.

East Point Business Park Dublin

• Assisted Citrix enterprise customers with complex technical issues through phone, email, and remote sessions, providing comprehensive support to ensure customer satisfaction.
• Gained extensive expertise in a range of Citrix products, including Virtual Apps and Desktops, StoreFront, Workspace App, Provisioning Services, Workspace Environment Manager, App Layering, and Citrix Cloud.
• Developed an understanding of large-scale networks, Microsoft Azure, and database management, enhancing proficiency in cloud computing and virtualisation.
• Acquired knowledge of Windows Internals, Windows Server, Active Directory, and Group Policy, which contributed to the effective resolution of customer issues.

County Dublin, Ireland

• Supporting business clients with any I.T related issues over the phone and remotely using Team Viewer.
• Installing and configuring servers of various roles and computers onsite with managed services clients.
• In store virus removals, hardware replacement/repairs of computers, tablets and mobile devices.