Ryan Sicard Email and Phone Number

Technology Service Delivery of products and services involving but not limited to Cloud compute, Cloud management tools, Citrix remote access, platform monitoring, profile virtualization end user compute. Design ,build, deploy, and maintain products within IT to increase efficiency and keep business continuity.

Implemented Citrix Cloud collaborating with networking, firewall, and security to enable all requirements for hybrid cloud model.Designed and updated Citrix Xenapp/Xendesktop images off of business requirements.Design and update, policy, Administrative restrictions, and personalization configurations for the Citrix EnvironmentPerformed Upgrades to Citrix PVS and MCS environments and all infrastructure.Innovated a design to migrate to newer nutanix hardware migrating users virtual machines allowing better performance, reducing cost.Designed and implement ControlUp on prem and migrate to Cloud solution for entire BCBSMN.Created detailed documentation for EUC environment.Supported and designed the WFH model to allow 5000 plus users to work remotely during the COVID-19 crisis. Created a Disaster Recovery Plan for our Citrix infrastructure and Ivanti UWM infrastructure.Collaborated Networking and Security teams developing an isolated network using individual certificates for thins maintaining a high level of security without two factor authentication.Provide advanced level support for Citrix related incidents.Developed Strategy to upgrade Netscaler and completed implementations of Netscaler.Built/upgraded and maintained WDM Server within a DMZ creating configurations and profiles for Wyse thin OS devices.Implemented Dell/Wyse Cloud Client Management creating profiles, configurations, and security controls.Designed and implemented ControlUp on prem and then migration to Cloud solution for BCBSMN.Created automation and reporting for support areas and staff using ControlUp solution Administered and Maintained Ivanti/AppSense UWM with existing enterprise virtualization technologies.Developed and maintained Ivanti Application Control security tools collaborating with security.Developed a UEM Strategy cross platforms from Virtual to Hardware.Lead migration of Windows 7 to Windows 10 for all of Blue Cross Blue Shield end user compute.

• Assisting customers with virtualized profile issues, remote access profile challenged and typical break/fix operations• Provide advanced level support for AppSense related incidents working with AppSense vendors and other application vendors as needed.• Created Documentation of processes to update support with large scale deployments & updates• Documentation of integration of AppSense with existing enterprise Virtualization technologies• Deploy and install application agents & configurations to the endpoints across Citrix environments, desktops, laptops and VDI's.• Design and update, policy and personalization configurations while collaborating with the application engineers, networking, security and infrastructure while understanding business needs.• Perform installations, upgrades and monitoring of the Management Server, Environment Manager, Application Manager & Performance Manager while providing advanced troubleshooting. • Provided support for 6.5, 7.6 Xenapp and published desktop support. • Collaborated with Remote Desktop team in the upgrade of 400 users from Virtual Desktops to Wyse thin clients launching Citrix Published Desktops using AppSense to help migrate and provide stability to create a seamless transition between environments.

• Provided direct support for Employees, vendors and Customers with an emphasis on soft skills.• Mid-level Desktop, printer and server support • Designed upgraded and implemented different phases of Footprints Service Core, a Numara product, based off of ITIL Ideology. Acted as the System Administrator.• Applied use of Active Directory, Exchange, and Network shared support.• Supplied hands on support for Healtheast’s windows and networking teams which involved adding and removing of applications, IP’s, domains. Helping create the correct environment for each department so that our policies, software, and applications function properly as a whole. • Collaborated with other system administrators and staff following up with customer to ensure all needs have been met• Provided escalated support for Citrix and our virtual desktop environment including training and documentation..• Served as a liaison between the helpdesk and the rest of IT.• Demonstrated the ability to multi task and prioritize at a high level.

• Performed on site and remote technical support involving software installs, hardware replacements, imaging, and thorough troubleshooting of all types of different hardware.• Collaborated with other departments during major and minor moves involving IT related hardware.• Rounded on physicians/nursing units and served a personal liaison to Address their IT needs• Involved in proactive solutions for Desktop experience for all of Healtheast.• Supplied System Administrators with information about issues and trends by using problem solving techniques, error reports and some experience.

• Handled escalated government troubleshooting issues involving internet and phone technical issues.• Involved in day to day troubleshooting products involving opening and closing of national and local tickets• Provided valuable coaching to our Customer Account Executives (CAE) representatives using positive feedback instilling confidence.• Successfully developed and launched sales strategy assigned by management for representatives within three weeks• Accessed and maintained provisioning for phone and internet including the building and rebuilding of different accounts.• Identified issues, provided feedback and possible solutions to supervisors• Handled valid customer escalations, coaching CAE’s on avoidable escalations • Recommended for upcoming leadership positions within six months• Exceeded sales goal of 1.5 percent with determination and positive attitude hitting a year end average of 7.58 percent• Successfully resolved 90.8 percent of calls the first time on a goal of 70 percent.• Proven listening and analytical skills, with demonstrated ability to obtain key information and resolve complex service problems• Taken extra curriculum for leadership opportunities offered by management including Coaching For Development, Frontline Leadership Coaching, Coaching Skills for leaders, Change Management Adapting To Change, Communication Skills for Leaders