Edward Ozuna

Technical Support Specialist and System Administrator with more than 10 years of experience specializing in Linux and Windows applications support in Enterprise environments.

• Recognized expert in resolving complex data center and active directory challenges while effectively handling service requests and incidents
• Demonstrates 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 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.
• Collaborated with cross-functional teams to achieve project goals on time and within budget
• Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution
• Followed all company policies and procedures to deliver quality work
• Developed strong client relationships through consistent communication and attentive service
• Created and delivered presentations to internal and external stakeholders to showcase work
• Interpreted clients' needs and introduced services to fit specific requirements
• Attended training programs to deepen professional skillset and assisted in training fellow store associates on existing and new training programs
• Assisted with staff training to enforce quality, safety and sanitation guidelines
• Enhanced team productivity by streamlining processes and implementing time-saving strategies
• Earned recognition as atop performer consistently exceeding targets throughout my tenure specialist in field.
• Mentored junior team members, fostering professional growth through guidance on best practices in industry.
• Oversaw daily operations of busy office environment, ensuring tasks were completed efficiently and accurately
• Maintained current understanding of market conditions, compliance standards and best practices
• Monitored industry trends to adapt strategies accordingly
• Championed adoption of new software tools that streamlined workflows across multiple department.
• Listened and responded to customer requests and forwarded necessary information to superiors
• Reduced costs by identifying inefficiencies in operations and implementing cost-saving measures
• Collaborated with internal departments to align marketing campaigns
• Analyzed marketing data and trends to identify opportunities for improvement
• Implemented new training programs for staff, leading to higher employee retention rates and better overall performance
• Built and managed relationships with key clients and partners to drive growth
• Negotiated favorable contracts with vendors, securing high-quality products at competitive prices
• Developed and implemented systems to track customer feedback and satisfaction
• Conducted thorough research to identify trends and inform decision-making for business growth initiatives
• Managed budgets effectively, consistently staying within financial constraints while maximizing resource allocation for optimal results
• Transformed underperforming departments with strategic planning efforts focused on process improvement
• Increased sales revenue with targeted marketing campaigns and strategic product positioning
• Led successful sales presentations to prospective clients, resulting in increased partnerships and collaboration opportunities
• Devised and implemented strategies to optimize digital marketing campaigns
• Organized large-scale events, ensuring seamless execution of logistics, registration, catering, and venue management
• Coordinated and executed marketing campaigns to generate new leads and sales opportunities
• Spearheaded innovative product development initiatives that increased market share and profitability margins
• Launched successful marketing campaigns that drove brand awareness among target audiences
• Optimized supply chain management, resulting in reduced delivery times and increased inventory accuracy
• Generated reports detailing findings and recommendations
• Collected, arranged, and input information into database system
• Conducted regular reviews of operations and identified areas for improvement
• Created and managed project plans, timelines and budgets
• Developed effective improvement plans in alignment with goals and specifications
• Maintained database systems to track and analyze operational data
• Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making
• Gathered, organized and input information into digital database
• Devised and implemented processes and procedures to streamline operations
• Optimized customer experience by delivering superior services and effectively troubleshooting issues
• Maintained overall safe work environment with employee training programs and enforcement of safety procedures
• Evaluated staff performance and provided coaching to address inefficiencies
• Educated staff on organizational mission and goals to help employees achieve success
• Helped meet changing demands by recommending improvements to business systems or procedures
• Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials
• Evaluated customer needs and feedback to drive product and service improvements
• Frequently inspected production area to verify proper equipment operation
• Supported creation of detailed, technical financial models to value potential acquisition targets
• Observed packing operations to verify conformance to specifications
• Reduced downtime by proactively identifying and resolving potential issues through thorough system monitoring
• Established effective communication channels between IT support staff and end-users, leading to improved issue resolution times overall
• Installed important security and functionality patches to maintain optimal protections against intrusion and system reliability
• Simplified troubleshooting processes by creating detailed documentation for system configurations, procedures, and best practices
• Enabled smooth transitions during hardware and software upgrades, minimizing disruptions to end users
• Worked with users to determine areas of technology in need of improved usability
• Collaborated with IT team to develop and implement comprehensive disaster recovery plans, ensuring minimal data loss during critical incidents
• Established network specifications and analyzed workflow, access, information and security requirements
• Improved security measures by conducting vulnerability assessments and applying necessary patches
• Managed user access rights to maintain high level of information security while ensuring appropriate levels of accessibility for authorized personnel
• Managed onboarding and offboarding of employees
• Supported implementation of new technologies by providing technical expertise and training to colleagues as needed
• Increased efficiency in workplace by ensuring seamless integration of new applications into existing systems
• Completed reports detailing network and systems performance and downtime issues
• Diagnosed and resolved complex technical issues through in-depth analysis, facilitating uninterrupted business operations
• Earned recognition as a top performer consistently exceeding targets throughout my tenure as a specialist in the field
• Mentored junior team members, fostering professional growth through guidance on best practices in the industry
• Oversaw daily operations of a busy office environment, ensuring tasks were completed efficiently and accurately
• Championed the adoption of new software tools that streamlined workflows across multiple departments
• Managed user access rights to maintain a high level of information security while ensuring appropriate levels of accessibility for authorized personnel
• Supported the implementation of new technologies by providing technical expertise and training to colleagues as needed
• Increased efficiency in the workplace by ensuring seamless integration of new applications into existing systems
• Enhanced system performance by optimizing server configurations and implementing regular updates
• Implemented corrective plans of action for network availability and latency
• Designed proactive preventive maintenance schedules to prevent unnecessary downtime and hardware faults
• Contributed to cost-saving initiatives by analyzing resource usage trends and recommending infrastructure adjustments accordingly
• Ensured optimal system availability by managing backup schedules and verifying successful completion of backups regularly
• Provisioned new software and hardware for use, following established security policies
• Assisted in capacity planning efforts to ensure sufficient resources were available for future growth while avoiding unnecessary expenses related to underutilized assets
• Introduced management tools to create and manage virtual server computing environment
• Oversaw file system and storage upgrades while safeguarding data integrity and redundancy
• Maintained a high level of customer satisfaction by providing rapid, accurate response to inquiries and concerns regarding system performance or functionality
• Drove continuous improvement of IT governance processes
• Migrated data from legacy system to databases.
• Migrated data from legacy system to databases.
• Served as subject matter expert on proposed technology purchases
• Migrated data from legacy system to [Software] databases
• Evaluated emerging technologies for relevance within the organization''s infrastructure, making recommendations based on potential benefits or risks involved with adoption/integration processes
• Adopted cost-effective, useful solutions to implement into current systems

• Provided proficient remote support for both Linux and Windows applications, specializing in 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 apps, creating and updating existing GPO's
• Supported Boeing's aircraft applications including Chapter 2, Weights, 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
• Efficiently managed computer device relocations, additions, and changes, facilitated access requests and setup, provided application support, and promptly addressed break/fix service requests.

• 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 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.

• Oversaw first and second-level phone support for diverse clientele of 500, adeptly addressing and mitigating complex technical challenges
• Served as pivotal liaison between end-users and 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.