Douglas Harding
Cincinnati,OH
Summary
Experienced IT professional with a Bachelor of Science degree in Management of Information Systems and multiple technical certifications. Dedicated to optimizing business operations by providing optimal Information Technology solutions to a dedicated workforce, driving business success.
Overview
16
16
years of professional experience
Work History
EUC Engineer - Citrix
Nordic Global
Madison , WI
07.2015 - 09.2024
- Provide exceptional customer service to all end users and colleagues, improving IT operations.
- Delivered robust support for multiple Citrix XenApp sites with over 2000 servers, 50+ applications, and 40,000+ user sessions.
- Responsible for Microsoft OS and application-specific updates to VDAs with Citrix Provisioning Services (PVS).
- Updated VDI desktop images with the Citrix Enterprise Layer Manager.
- Evaluated current processes and technologies in alignment with industry trends to identify potential areas for enhancement and streamlining.
- Developed and executed a training program for Service Desk staff on Citrix technologies, improving 'First Call Resolution' and ticket routing metrics.
- Participated in PMO meetings for solution requirements, planning, and implementation.
IT Applications Systems Administrator
UC Health
09.2008 - 06.2015
- Responsible for Epic clients on workstations (Hyperspace and Willow Ambulatory), BCA, and Epic printing (via EPS and LRS VPSX)
- Responsible for installing and updating software on application servers, including Citrix servers
- Utilized SCCM to deploy and update software across thousands of workstations
- Utilized SMS Installer and VBS to streamline/automate work processes
- Engineered a project management dashboard with SharePoint, bolstering project oversight and fostering team collaboration.
Education
Bachelor of Science in Management of Information Systems -
The Union Institute and University
12.2003
Skills
- Quality Assurance
- Communication
- Training & Development
- Project Management
- Process Improvement
- Critical Thinking
Certifications
- Citrix Certified Administrator
- Microsoft Certified Professional
- CompTIA A+ and Network +
- Epic Client Systems Manager
Timeline
EUC Engineer - Citrix
Nordic Global
07.2015 - 09.2024
IT Applications Systems Administrator
UC Health
09.2008 - 06.2015
Bachelor of Science in Management of Information Systems -
The Union Institute and University
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