Thomas P. Email & Phone Number

United Kingdom

Upon joining a dynamic team with a rapidly evolving platform providing remote access to cloud-hosted virtual desktops, I assumed the responsibility of realigning the team's focus following a significant change in the digital business's operating model. Enhancing operational capacity emerged as a pivotal factor in maintaining the team's ability to deliver future platform enhancements.Successfully evaluated and reshaped Pfizer's virtual desktop support strategy:• Reduced the average time to resolution (TTR) from 4 business days to same-day resolution.• Improved user support satisfaction, reducing instances of reopened or unresolved queries to just 2% of overall ticket volume.• Adopted automated remedial actions and suggestions using Lambda functions to monitor key machine health indicators and act where appropriate.In response to business frustration of turnaround times during acquisition or divestiture events:• Adopted a new strategy for building and deploying operating system images. • Improved user and support staff facing documentation to ensure a higher success rate of users connecting first time.• Led automation programs that lowered virtual desktop delivery times by 58%.• Operational time savings returned to the business calculated at multiple hundres of thousands of dollars for the first year alone.Addressed concerns of a lack of operational visibility by generating metrics to measure our performance:• Implemented extensive dashboarding efforts to provide executive overviews and operational, technical insight.• Established a regular review of support pathways and their outcomes for user facing support teams, both internal and outsourced.• Facilitated cross-functional knowledge-sharing initiatives to streamline processes and empower teams with actionable understanding.

London, United Kingdom

As a Senior Automation Engineer at the Royal Bank of Canada, I focused on optimizing the end user experience by identifying and addressing technical and procedural inefficiencies through automation solutions. Key responsibilities and achievements included:• Designing and refining business processes to streamline the delivery of virtual workspaces, reducing overall time to deployment.• Implementing automated provisioning of Citrix virtual desktops at scale using PowerShell and PowerCLI, aligning with established business workflows that varied between business units.• Establishing data-driven insights into workspace platform operations, including capacity forecasting and software deployment tracking using SCCM.• Developing automated dashboards for real-time visualization of platform metrics, facilitating informed decision-making for stakeholders.• Enforcing compliance checks to safeguard the integrity of the virtual workspace environment.• Collaborating with stakeholders to understand concerns and objectives, driving procedural enhancements through creative solutions.• Transitioning existing automation workflows to GitHub for enhanced transparency, compliance with RBC InfoSec guidelines, and team accountability.• Facilitating workflow visibility and accountability improvements by integrating GitHub, JIRA, and Webex Teams into team operations.

London, United Kingdom

As the primary Citrix development resource for the EMEA and Asia-Pacific regions, I spearheaded the design, implementation, and troubleshooting efforts for a comprehensive migration to Windows 10 and Server 2016 across multiple lines of business. Notable achievements and responsibilities included:• Successfully led the delivery of applications and desktops via Citrix XenApp (6.5 and 1912 LTSR) and XenDesktop (5.6 and 1912 LTSR) to over 80,000 staff globally, including overseeing a high-profile office relocation in London.• Managed, evaluated, and scaled the Citrix platform to meet the increased demands of the business during the COVID-19 pandemic, enabling seamless transition to remote work for the Bank's workforce.• Utilized scripting to proactively resolve and minimize recurring operational issues, optimizing team productivity and efficiency.• Advocated for process improvements and championed change initiatives to address user and business needs effectively.• Demonstrated adaptability in catering to the unique requirements of diverse business units, establishing myself as a reliable resource for global incident management and project teams.

London

I thrived within the NHS's budget-constrained environment, leveraging existing resources to deliver innovative solutions at low-to-zero cost. I managed approximately 150 XenApp servers, ensuring optimal performance and accessibility of critical applications for patient care.Upon joining, GOSH operated three distinct XenApp farms, each with unique technological complexities. I successfully orchestrated the migration of applications from disparate, legacy farms to a unified interface, streamlining management and monitoring processes.Amidst advanced cybersecurity challenges like WannaCry, I collaborated with server teams to mitigate risks and safeguard hospital operations beyond the scope of Citrix infrastructure.Notable achievements include:• Virtualizing legacy software requiring DOS-based operating systems, enabling compatibility with modern infrastructure and facilitating the use of vital RNA scanners.• Employing batch and PowerShell scripts to transition applications from Server 2003 to Server 2008R2, enabling multi-user support for previously single-user applications.• Utilizing advanced troubleshooting techniques such as detailed Procmon traces analysis to resolve legacy application compatibility issues on modern operating systems.• Implementing smart card single sign-on and thin client computing solutions to enhance user experience and reduce operational costs.• Playing a pivotal role in the decommissioning of Server 2008R2, successfully migrating Provisioning Services (PVS) images to Server 2012, ensuring continuity and efficiency in hospital operations.

London

Trustmarque was a step change for me. Having always worked from a fixed office before, Trustmarque saw me travelling the length and breadth of the UK meeting clients from many different sectors and helping them achieve their goals.As a result, my daily responsibilities changed with the needs of the client and the phase of their project.In my role Citrix Technical Specialist as part of project implementation teams, I delivered numerous Citrix environments hosting different application suites. The key offerings of any Citrix solution were as always the desired goal; mobility, flexibility and reduced operational costs.During this time Citrix was finding it's feet with XenApp and XenDesktop 7.6, bringing it back to feature parity with XenApp 6.5 and XenDesktop 5.6, implemented alongside other technologies such as App-V and SCCM.

London

Working as part of a small, closely knit but geographically diverse team, Citrix was the platform used to delivery the majority do Discovery's desktop applications no matter where the employee was based. Supporting single users at home or at their hotels to large regional offices and everything in between, the platform delivered the kind of reliability and flexibility Discovery needed to succeed.Day to day tasks included:- Monitoring and administration of over 300 Citrix servers.- Deployment of new applications.- Implementing external connectivity via Citrix Netscalers.- Seamless migration across various Citrix products and versions.- Resolution of all escalated tickets.

London, United Kingdom

- 1st and 2nd line support, both on site and remote based.- Resolving or escalating tickets in accordance with SLA's.

London, United Kingdom

Orpington, Kent