Thy H. Email & Phone Number

Seattle, Washington, United States

Houston/Chicago

-Supported day-to-day Citrix operations hosting pooled & static VDI desktops, server environments, and published applications for a 9000+ global user base.-Tasks include performing software upgrades and environmental improvements based on feedback from various business groups. Work closely with Security teams to be inline with security standards..

Houston, Texas

Communicate verbally and in writing with all levels of employees and management in a clear formal and informal communication at the right level required. Solve various problems such as EZR, through a process of elimination and logical reasoning based on both experience and knowledge. Establish and maintain positive working relationships with development.

Shanghai, China

Trained United employees and vendors prior and during PSS for transition. Trained New Hires at vendor location overseas. Assisted with updating policies, procedures, and applications to current Continental employees. Communicated effectively in a professional and courteous manner. Performed one-on-one briefings with agents having a difficult time with.

Manage and troubleshoot technical issues with Remote Agents. Consult with Application Support, Voice Team, and Central Operations to remedy any system outages. Handle system outages, while corresponding with all Reservations Operations teams and Remote Agents regarding Cisco, Avaya, and Xen/Citrix issues. Evaluate statistics, procedures, and errors with.