Jerome Reid manages both the Citrix Technical Support escalation team and the frontline teams for XenServer and Provisioning Server in the Dublin, Ireland office which assists customers in Europe, the Middle East and Africa (EMEA). Jerome will be presenting the following sessions at Citrix TechEdge during Citrix Summit and Citrix Synergy 2009: End-to-end virtualization with Citrix Delivery Center, with a focus on Citrix XenServer, and then his in-depth session will cover Disaster recovery and automation with XenServer.

Q. How has XenServer improved from a support perspective over the past year?

Jerome: Much work has been done over the past year to improve the support processes for XenServer. We now have a dedicated team in each GEO with responsible for managing cases that are referred to our engineering team. This support escalation team ensures that our customer issues are prioritized correctly with engineering and that our customers are aware of their case status. Escalation is also able to bring pre-release solutions in the form of private fixes to customers which allows us to be confident at the earliest opportunity that the fixes for bugs are really addressing the reported issues. We have also been working hard in support to understand the key areas in the product that can be improved from a support and supportability perspective. We have projects designed to allow us to capture this information and carry it to the engineering team. This is a key driver for product development going forward. Q. What XenServer and Citrix Delivery Center tips will attendees learn at your session this year? Jerome: The session will provide the key information you need to consider when implementing a disaster recovery plan for a XenServer deployment. We’ll review how to use the different backup and restore mechanisms provided with XenServer 5.0, including VM metadata backup, XenServer host backups and database backups. In addition we’ll automate the different backup mechanisms using Xenserver consoles and CLI scripting, and show how to leverage the XenServer CLI for task automation via scripting.

About Jerome Reid
Jerome has been with Citrix Technical Support just over five years. He began as an escalation engineer in the Dublin, Ireland office supporting EMEA customers. He then took on management of the XenApp escalation support. Recently he’s been responsible for managing the Server Virtualization and Provisioning support team. In this role he’s responsible for managing the support case lifecycle for these technologies from when a customer first logs a call with technical support until a resolution is provided. He graduated from Waterford Institute of Technology with a degree in Software engineering, and has his CCA. He enjoys spending time with his family of three children, two girls and a boy, age nine, six and two. He’s also training for his private pilots license.
Do you have an XenServer troubleshooting area that you would like Jerome to focus on during his presentation? Leave a comment.

Check out more posts in the Citrix TechEdge 2009 series.