Ireland
At Citrix, my role as Lead Technical Support Engineer centers on enhancing customer satisfaction and streamlining support processes. With a focus on team leadership and cross-team coordination, I've piloted initiatives to improve response times and foster knowledge sharing within our global support structure, ensuring high CSAT metrics. My expertise extends to troubleshooting Citrix Virtual apps and desktop products, where I contribute to our collective success through meticulous case management and by providing on-call support for critical issues. My commitment to professional growth is reflected in multiple Citrix certifications, and my trilingual proficiency in French, English, and Spanish empowers our diverse customer engagement.
• Leading a Team of Technical support engineers providing guidance through case audits, on-call support for critical issues, coaching and mentorship. • Monitoring the inbound calls, high severity cases and engineer’s adherence to schedules to improve response times and customer experience. • Ensuring smooth handover of cases between EAME, APAC and NA teams providing seamless experience for customers in compliance with CSAT metrics. • Handling Internal customer escalations raised on existing tickets and liaising with management, escalation team, technical Account representatives on case-to-case basis. • Reassigning cases between team members and reviewing aged cases to reduce backlogs. • Conducting weekly one-to-one case reviews with engineers to fast-track closures, manage escalations, and provide solutions to technical roadblocks. • Building and maintaining Knowledge Base Articles for internal and external audiences resulting in team efficiency and case deflections • Assisting in the hiring process by conducting technical interviews. • Implementing and leading training programs for new hires, improving team efficiency and product knowledge.
• Provided technical support for Citrix Virtual app and desktop products to customers across Europe via phone, email, and remote access. • Performed diagnosis, troubleshooting, root cause analysis and resolution, ensuring KPI targets were met. • Published and reviewed knowledge base articles to address technical support issues, contributing to knowledge sharing and case deflection.
- Provided technical assistance on Citrix XenApp and XenDesktop products to customers of small to medium size, scope, and/or political complexity - via phone, email and/or remote access. -Performed problem analysis and isolate problems of minimal to moderate complexity, with general instruction and oversight from technical leads and/or management. -Achieved and maintained target, number of cases closed or issues resolved, along with other established goals. -Published articles on moderately complex technical support issues in Citrix's Knowledge Centred Support systems and reviews others' articles -Documented cases, recommendations, and resolutions clearly in the CRM system
Fixed term contract ending in June 2018 • Providing B2C technical support to Medical Science Liaisons (MSLs) for Digital Pharmaceutical Marketing application on iPads • Uploading and Configuring Digital Platform • Migrating content and configuration to Production Environment • Orchestrating UAT with requestors • Requesting any 3rd party enhancements and fixes on Digital Platform • Communicating with Medical Marketing Agency, Medical Science Liaisons (MSLs), Healthcare Professionals (HCPs) and Application Business owner regularly regarding Pharmaceutical brand content requests and updates • Reviewing training and documentation for MSLs and Digital support team • Supporting Service Manager in KPI Dashboard and Reporting
• Managing the technical team workflow and dispatching responsibilities • Setting up team projects and priorities • Recruiting new team members • Providing direction, instructions, guidance and training to team members • Reporting to management on service cost and service quality
• Providing B2B technical support on GPS Tracking devices, lone worker safety devices and Fleet Management Solutions • Gathering data, defining issues, determining root causes, developing and implementing solutions and evaluating outcomes • Seeking for new technician partners to deliver services on site • Planning technician’s operations on site following customers’ needs and availabilities • Preparing and delivering necessary equipment to customers via UPS carrier • Assisting technicians on site to carry install and maintenance operations • Communicating with Customers regularly regarding case progress and updates • Working closely with peers in marketing, administration sales, technical support, research & development departments to ensure an exceptional and seamless experience for our customers • Reviewing internal process and procedures resulting in customer satisfaction, team efficiency and business growth • Providing technical input into the development, evaluation, use, and deployment of new devices and solutions • When necessary, escalating cases to Research and Development team
• Providing 1st line system support of fax to email cloud services to businesses within Europe • Troubleshooting and performing diagnosis on issues that customers may encounter • Resolving customers’ technical issues efficiently, accurately and in a professional manner using excellent customer service skills • Ensuring successful deployment of large account set ups • Communicating with Customers regularly regarding case progress and updates • Determining priority calls and action each priority • When necessary, escalating problems to the level 2 support