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. Troubleshooting end user issues for contact centers and work from home users globally. -Responsible for working with project managers and application teams to build, test, and deploy new published desktops and applications.-Hosting Technology - VMWare utilizing MCS/PVS provisioning running Citrix Xenapp / Xen Desktop 7.15 LTSR, 19.12.3000.6 LTSR, App Layering 21.7.0.6Operating Systems Published: Windows Server 2012/2016/2019, Windows 7 / Windows 10-Supported end user devices: Windows 7, Windows 10, IGEL Thin Client, Server 2012R2, Server 2016, Server 2019-Expanded capacity from 1500 connections with 3000 users to 5000 connections with 15,000 users.-Deliver VDI use cases ranging from Contact Center to offshore developer desktops while maintaining PCI compliance.-Lead team on implement upgrades, Security PCI updates, and additional services within the Virtual Apps and Desktop Deployment.-Lead Project builds with cross-divisional partners, while managing stakeholders’ expectations.-Consult with other business units (e.g. Application Teams, DBAs, Middleware, etc.) to configure platforms for product installation.-L3 point of escalations for any impact to the VDI Infrastructure, leading the team to reducing time to resolution. Mentored support team to be cross trained for L1 and L2 support.Monitored, managed, and tuned platforms to ensure expected availability and performance levels are achieved. Key Technologies:Service Now, VMware vSphere 6, Citrix Studio, Citrix Director, SysTrack, IGEL Universal Management Suite (UMS), Citrix App Layering

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 teams and business users. Participate in project teams as required to ensure operational support requirements are met prior to launching new applications into production. Assess the impact of unplanned outages and properly prioritize incidents escalated to Application Support and the ability to escalate to Application Development when knowledge and skill sets have been exhausted by the team. Participate actively in incident resolution, change management activity, and problem reviews. Experience with airline applications in a distributed or mainframe environment. Experience with United Reservations Applications and working knowledge of Airport Applications. Strong knowledge of the IT Service Management concepts and process. Understanding of ITIL Service Management.

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 updates.

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 regards to the daily reports. React quickly in this fast paced environment during outages to maintain a low call volume and hold time. Able to prioritize workload in a multi-task environment. Reset network passwords. Run test calls with new Remote Agents