Seasoned IT professional with 10 years of hands-on experience delivering end-to-end technology solutions across network engineering, systems administration, and IT service operations.
• Utilized Citrix Workspace and related tools to remotely access and support end-user
devices, virtual desktops, and applications
• Implemented solutions to resolve technical problems and ensure users can
effectively use Citrix Workspace and other remote tools
• Categorized and prioritize tickets based on severity, impact, and urgency to ensure
timely and effective resolution
• Contributed to the creation and maintenance of knowledge base articles within
ServiceNow, documenting common issues, solutions, and procedures
• Responded to and logged service requests and i----------- via phone, email, and
ticketing systems
• Diagnosed and troubleshoot hardware, software, and network issues
• Assisted with the setup and configuration of new employee workstations, including
hardware and software installation
• Managed user accounts, permissions, and access controls in line with company
policies
• Install, configure, and manage Citrix Workspace environments, including Citrix
Virtual Apps and Desktops, to ensure seamless access to applications and desktops
for end-users
• Implemented automation solutions to streamline workflows, improve efficiency, and
reduce manual intervention in IT processes
• Provided regular updates to users on the status of their tickets and service
requests, ensuring clear communication and transparency
• Received, logged, and prioritized service requests and i----------- using ServiceNow
or similar ticketing systems
• Implemented and followed best practices for service desk operations to enhance
efficiency and user satisfaction
• Experienced with remote support tools like TeamViewer or Remote Desktop
• Handled service requests for software installations, hardware provisioning, and
access management, tracking progress and ensuring completion in ServiceNow
•Utilized Cisco Packet Tracer to design and simulate network topologies, configuring
IP addresses and subnet masks for routers, switches, and other network devices
• Managed and integrated databases into web applications using Visual Studio’s data
management tools and technologies like SQL Server and Entity Framework
• Utilized SonicWall applications to manage and monitor server performance,
ensuring optimal operation and security
