Troubleshooting methodology

When I worked at Citrix, I grew through the support ranks from Level I all the way up to escalation, which is considered the highest tier (Level III). During this time, I acquired many different skillsets and troubleshooting techniques and I was influenced by various engineers in my department (Christopher Asaro, Randy Johnson, Daniel Guevara, Raza Rehman, and Fernando Telleria, to name a few). If there was one thing that I learned for sure is that you can't know it all. However, with the right methodology in mind and the proper resources at hand, you can solve almost every case (unless it's a bug in which case someone from software development has to rewrite the code). With this in mind, regardless of whether you are an enterprise admin or a vendor support engineer, if you are dealing with end user computing issues in a Citrix environment, the methodologies used in this chapter will hopefully help you handle support calls more efficiently and your...