Edward Ozuna
Lithonia
Summary
Technical Support Specialist and System Administrator with more than 10 years of experience specializing in Linux and Windows applications support in an Enterprise environment. Recognized expert in resolving complex data center and active directory challenges while effectively handling service requests and incidents. Demonstrates a comprehensive understanding of Citrix Solutions, seamlessly conveying intricate technical concepts to varied audiences. Known for bolstering troubleshooting protocols and optimizing resource inventory to streamline operations. Adept at seamlessly integrating healthcare systems and care coordination tools using premier IT and technical support methodologies. Migrated 1000s of servers for a SQL project. Highly skilled in deploying and overseeing virtual machines through Citrix Provisioning Services (PVS) and possesses in-depth knowledge of Windows servers (2012, 2019, and 2022 versions). Familiar with scripting languages and system designs, promoting innovation. IIS and or Apache Tomcat. Combines strong problem-solving capabilities with excellent time management. Dedicated to IT asset management, risk mitigation, and enhancing user experiences. Passionate about upholding customer needs through best practices and delivering top-tier remote IT support.
Overview
15
15
years of professional experience
Work History
Remote Technical Support Specialist | System Administrator
- Technical Support Specialist and System Administrator with more than 10 years of experience specializing in Linux and Windows applications support in an Enterprise environment
- Recognized expert in resolving complex data center and active directory challenges while effectively handling service requests and incidents
- Demonstrates a comprehensive understanding of Citrix Solutions, seamlessly conveying intricate technical concepts to varied audiences
- Known for bolstering troubleshooting protocols and optimizing resource inventory to streamline operations
- Adept at seamlessly integrating healthcare systems and care coordination tools using premier IT and technical support methodologies
- Migrated 1000s of servers for a SQL project
- Highly skilled in deploying and overseeing virtual machines through Citrix Provisioning Services (PVS) and possesses in-depth knowledge of Windows servers (2012, 2019, and 2022 versions)
- Familiar with scripting languages and system designs, promoting innovation
- IIS and or Apache Tomcat
- Combines strong problem-solving capabilities with excellent time management
- Dedicated to IT asset management, risk mitigation, and enhancing user experiences
- Passionate about upholding customer needs through best practices and delivering top-tier remote IT support.
Application Support Specialist/ Compute Delivery Consultant
Insight Global/Boeing
04.2021 - 10.2023
- Provided proficient remote support for both Linux and Windows applications, specializing in the creation of user shares, SQL table modifications, IIS configurations, and PowerShell automation
- Managed Service Now incidents, changes, and requests, ensuring streamlined operations and minimal downtime
- Developed comprehensive budgets and coordination sheets for Boeing projects, ensuring effective financial planning and project management
- Fulfilled end-user requests and resolved issues according to services and procedural standards
- Collaborated with AD security groups updating users' accounts and providing access to the apps, creating and updating existing GPO's
- Supported Boeing's aircraft applications including Chapter 2, Weights, Ecslibraries, IRC-Speed, Pacer, and Wars
- Actively participated in IT projects and assisted with technology inventory management, system imaging/staging, and materials distribution
- Supported Boeing Citrix-published applications end-user and updated applications with Citrix PVS to deliver with Xenapp 7.9
- Built and migrated over a thousand new servers from 2012, 2016, 2019, and 2022
- Also updated VDI with PVS and user platform XenApp 7.6 1912
- Efficiently managed computer device relocations, additions, and changes, facilitated access requests and setup, provided application support, and promptly addressed break/fix service requests.
Windows & Citrix Administrator
NTT DATA
09.2015 - 06.2021
- Lead Citrix/Windows/Cloud Infrastructure Engineer for 10 Hospitals nationwide, providing Level 4 Engineering and Operations expertise for their hosted environments
- Customer-facing
- Responsible for Citrix XenApp and XenDesktop builds & administration and VMWare, Vcenter
- Domain administration in a multi-domain environment supporting AD infrastructure including but not limited to DNS, ADFS, AD Sites and Services, GPO and Domain trusts
- Quarterly Windows patching utilizing WSUS, Kace, and SCCM
- Support the Meditech and SQL infrastructure
- Part of the team that built 7.x XenApp & XenDesktop environments, and migrated users from legacy 4.5 environments to these new environments
- Daily support and implementation of PVS and MCS technologies
- Ensure high availability as well as lead implementations with occasional PM duties
- Primarily responsible for NetScaler/ADC support, including but not limited to Content Switch builds, ISS, SSL certificate updates, and firmware upgrades
- Utilize Solarwinds to monitor the environment and deploy software
- Maintained accurate health and information systems by effectively diagnosing and troubleshooting hospital backup servers as well as utilizing XenApp 7.6 to provide nurses/physicians with access to critical systems and applications
- Built and migrated over a thousand new servers from 2012, 2016, 2019, and 2022
- Also updated VDI with PVS and user platform XenApp 7.6 1912
- Facilitated robust communications and administrative efficiency through mailbox configurations
- Minimized malicious server activity and data breaches by resetting log-on sessions and disabling server log-on
- Actively contributed to SQL project to update old versions of Windows servers and older versions of SQL to newer versions
- Optimized network design and performance by adopting Citrix NetScaler App Delivery Controller to provide essential system redundancies
- Drove continuous process improvement by developing paperless radiology practice to archive and manage diagnostic imaging files and utilizing Xenapp 7.6 1912 to expedite application launch times.
System Administrator & Help Desk Manager
Elizabeth Seton Pediatric Center
09.2008 - 09.2015
- Oversaw first and second-level phone support for a diverse clientele of 500, adeptly addressing and mitigating complex technical challenges
- Served as a pivotal liaison between end-users and the development team, channeling feedback for system enhancements
- Operational Enhancement: Successfully streamlined support processes, resulting in marked improvements in response times and service quality
- Proactively tackled various security incidents, reinforcing system safety
- ITIL Standards Alignment: Elevated helpdesk operations by instituting best practices in line with ITIL standards, ensuring consistent service quality and efficiency
- User Empowerment: Conceptualized and rolled out user-centric tutorials, amplifying computer literacy and fostering user autonomy in navigating system operations.
Education
High School Diploma -
Louis D Brandeis High School
New York06.1989
Skills
- Remote IT Support & Systems Analysis: Expertise in remote troubleshooting, system inventory management, and enhancing operating procedures
- Troubleshooting and Root Cause Analysis
- Applications & Systems Expertise: Proficient in Citrix, Meditech, SharePoint, Microsoft Office, VMWare, Java, SolarWinds, and more
- Operating System Mastery: In-depth knowledge of Windows NT Server,2003-2022, Linux, vCenter, Hyper-V Vmware
- Database & Backup: Proficient with SQL Server, Data Domain, Symantec Backup Exec, and Barracuda Bridgehead Networker
- Networking Protocols: Comprehensive understanding of TCP/IP, VoIP, DHCP, DNS, and more, including Cisco and Netgear Switch operations
- Disaster Recovery: Expertise in disaster recovery, data backup, and end-user interface management
- Customer Service & Data Consulting: Demonstrated abilities in customer-oriented IT service and data management consulting
- Project Management: Skilled in project risks assessment, software installation, and database setup
- Computer Programming & Architecture: Experience in programming languages and understanding of storage architecture
- ITSM Ticketing Systems: Well-versed with platforms like Service Now, Remedy Opas, and Track IT
- EndPoint protection Crowdstrike, Mcafee, Norton, Symantec
- Network & System Security: Solid foundation in ensuring network and systems security along with safeguarding critical data, Zscaler
Education - Trainingcertifications
- CompTIA A+
- Windows NT and NT 4.0 Server Training
- Advanced PC Configuration Training
- Troubleshooting and Data Recovery
- Introduction to Networking TCP/IP
- Active Directory & Group Policy Lab
- Introduction to Datacomm
- Citrix NetScaler App Delivery and Loading Certificate
- Vmware ESXI and VSphere Admin
- SCCM
- Microsoft Azure
- Amazon Web services
- Linux
- Powershell
- JavaScript and Jquery
Personal Information
Title: Remote Technical Support Specialist | System Administrator
Timeline
Application Support Specialist/ Compute Delivery Consultant
Insight Global/Boeing
04.2021 - 10.2023
Windows & Citrix Administrator
NTT DATA
09.2015 - 06.2021
System Administrator & Help Desk Manager
Elizabeth Seton Pediatric Center
09.2008 - 09.2015
Remote Technical Support Specialist | System Administrator
High School Diploma -
Louis D Brandeis High School
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