● Delivered 3rd-level support to end users for issues on various OS platforms, including Windows, resolving 95% of user requests on first contact and enhancing user satisfaction while reducing downtime.● Discerned and escalated network critical issues involving TCP/IP, firewalls, load balancers, and switches to IT and development teams, reducing resolution time for matters escalated by 30%.● Established and maintained technical documentation for systems and network configurations… Show more ● Delivered 3rd-level support to end users for issues on various OS platforms, including Windows, resolving 95% of user requests on first contact and enhancing user satisfaction while reducing downtime.● Discerned and escalated network critical issues involving TCP/IP, firewalls, load balancers, and switches to IT and development teams, reducing resolution time for matters escalated by 30%.● Established and maintained technical documentation for systems and network configurations, License server, Delivery Controller, Farm, XenApp servers, and VDI, improving team efficiency by 20%.● Controlled IT support requests using a ticketing system, achieving a 40% decrease in ticket resolution time by continuous learning and development protocols and follow-ups, particularly for Citrix-related support.● Installed and configured servers, workstations, and IT peripherals, including Desktop Delivery Controllers (DDCs), reducing setup time by 50% and facilitating quicker onboarding of new employees. Show less

● Monitored customer systems around the clock, including batch jobs, functions, servers, and disk space, achieving 99.9% system uptime and addressing potential issues.● Furnished support for escalated requests from the service desk and other service delivery staff, improving resolution times by 25% through troubleshooting of complex problems.● Initiated and deployed software packages for various applications, resulting in a 30% increase in deployment efficiency and improved user… Show more ● Monitored customer systems around the clock, including batch jobs, functions, servers, and disk space, achieving 99.9% system uptime and addressing potential issues.● Furnished support for escalated requests from the service desk and other service delivery staff, improving resolution times by 25% through troubleshooting of complex problems.● Initiated and deployed software packages for various applications, resulting in a 30% increase in deployment efficiency and improved user satisfaction across platforms.● Overhauled Elastic Compute Cloud (EC2) instances where Citrix Virtual Apps and Desktops operated, optimizing resource allocation and achieving a 20% reduction in operational costs.● Administered Active Directory (AD) forests, domains, child domains, Domain Controllers, and Read-Only Domain Controllers (RODC), enhancing user management and security protocols. Show less

● Resolved customer issues with Microsoft products using troubleshooting tools, achieving a 95% first-contact resolution rate and enhancing overall satisfaction.● Detected and troubleshoot connectivity problems, application errors, and security concerns, resulting in a 20% decrease in recurring issues reported and innovative solutions.● Assisted clients in evaluating the benefits of permanent subscriptions, providing personalized recommendations that led to a 40% conversion rate from… Show more ● Resolved customer issues with Microsoft products using troubleshooting tools, achieving a 95% first-contact resolution rate and enhancing overall satisfaction.● Detected and troubleshoot connectivity problems, application errors, and security concerns, resulting in a 20% decrease in recurring issues reported and innovative solutions.● Assisted clients in evaluating the benefits of permanent subscriptions, providing personalized recommendations that led to a 40% conversion rate from trials.● Advised customers on selecting subscription plans that best fit their needs, resulting in a 15% increase in subscription upgrades and renewals.● Engaged clients to identify business needs, increasing workload usage by 30% and driving a 25% rise in additional license adoption. Show less

● Directed access for remote users using RSA SecureID Authentication and CITRIX Secure Gateway, ensuring secure remote access to corporate resources.● Pioneered profiles, Group Policy, OUs, and domain trust configurations, enhancing security compliance by 25% and optimizing user experience across a 1,000+ user environment.● Devised VMware environments, including hosts, clusters, and vCenter, creating ESXi clusters and implementing availability, DRS, and V-Motion and High availability… Show more ● Directed access for remote users using RSA SecureID Authentication and CITRIX Secure Gateway, ensuring secure remote access to corporate resources.● Pioneered profiles, Group Policy, OUs, and domain trust configurations, enhancing security compliance by 25% and optimizing user experience across a 1,000+ user environment.● Devised VMware environments, including hosts, clusters, and vCenter, creating ESXi clusters and implementing availability, DRS, and V-Motion and High availability resulting in a 30% increase in resource utilization.● Cloned virtual machines and deployed new instances from clones, streamlining provisioning processes and reducing setup times by 40% for over 100 deployments.● Imported virtual machines from one server to another using OVF, improving migration efficiency and minimizing downtime during transitions to less than 30 minutes. Show less

Configure and manage AD Forests, Domains, child Domain, Domain Controllers, and Read-Only DomainControllers (RODC). Applied GPOs on domain level, site level, and OU.Created SCCM Infrastructure components: Primary site, Distribution point, and Management point.