At Citrix TechEdge 2010, you’ll get a chance to meet some of Citrix Technical Support’s top engineers.  One of these is Jamie Baker.  This year marks Jamie’s sixth year presenting at a TechEdge event, so he’s got a few of these events under his belt. He’s also been with the Citrix Technical Support team for seven years, five of which have been on the Escalation team, as a Printing SME, XenDesktop SME and Critical Situation response engineer. Currently he’s managing the XenDesktop and XenApp Escalation team in Alpharetta, Georgia.

Jamie Baker, Manager, Escalation Services

Jamie gave us the inside scoop on the session he’ll be co-presenting with Kapildev Ramlal also from the Escalation team at Citrix TechEdge during Citrix Summit and Citrix Synergy 2010Debugging a Citrix XenApp and XenDesktop environment.

Q. How has Citrix XenApp and XenDesktop improved and/or how are you able to troubleshoot an issue more quickly from a support perspective this year?

 Jamie: Well, from a support perspective we’ve gotten another year smarter. We’ve been able to develop tools to help us identify problem conditions more quickly. More importantly, we’ve had the opportunity to provide our feedback to the development teams in making the products more supportable, improving the tracing and diagnostics that are built into the product and helped direct them to resolve particular pain points we’ve encountered with customer implementations.

Q. What Citrix XenApp and XenDesktop tips will attendees learn at your session this year?

Jamie: Hopefully they’ll learn that debugging and advanced troubleshooting doesn’t have to be intimidating. We’ll show them techniques with readily available tools that can help them identify problems more quickly and easily.

Q. What’s the most interesting case you’ve worked on this past year? Why? 

Jamie: It’s hard to pick out a single case that is the most interesting.  To me, the most interesting thing is seeing all the different ways our products are used out in the field. Healthcare professionals using XenApp to access patients’ health records, traders on Wall Street using XenDesktop to execute billions of dollars of trades, airlines using XenDesktop at terminal gates even the International Space Station uses our products. While the technical work is interesting because we’re hardcore techno-geeks, the way that the product is actually being used is amazingly interesting.

Q. When you’re not working how do you spend your free time?

Jamie: Not working?  I don’t understand what that means …. Seriously though, I spend most of my free time with my family, chasing after my kids and our puppy.

Learn more about TechEdge 2010,, and stay tuned for more weekly close-up interviews with the TechEdge presenters.

Want more technical training…check out the Hands on Learning Labs at Synergy
In addition to attending TechEdge on Tuesday, May 11, we encourage you to stay for Citrix Synergy(Wednesday, May 12 – Friday, May 14). This year at Synergy you will have a chance to expand on the content covered at TechEdge with hands-on experience. The team has assembled a five hour workshop called Troubleshooting virtual desktop delivery including its components being held on Thursday May 13 & Friday, May 14.  See full workshop schedule for more details or visit the Hands on Learning Labs page.

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Let Jamie know any thoughts, questions or feedback you might have for his session.