Costa Rica
Living To Serve | Senior cloud and infrastructure professional with experience spanning technical support, customer success, and consulting. Focused on helping organizations improve scalability, security, resiliency, and operational performance through modern technology solutions and strong cross-functional collaboration.
Led the design and delivery of secure Citrix Virtual Apps and Desktops solutions across on premises, hybrid, and multi cloud environments, driving migrations, identity integration, and risk reduction initiatives aligned with enterprise business and operational priorities. • Architected enterprise Citrix Virtual Apps and Desktops solutions that improved scalability, resiliency, security, and performance for mission critical services while maintaining a minimum average quarterly utilization of 81% and consistently earning top performance ratings. • Served as a trusted technical advisor to enterprise customers, leading architecture assessments, modernization planning, and security focused recommendations to reduce risk, improve platform health, and align technology decisions with business and operational goals. • Delivered complex consulting engagements spanning Citrix migrations, platform optimization, advanced troubleshooting, identity integration, and secure solution deployments, while enhancing endpoint visibility, monitoring strategy, incident response, and overall security posture.
Managed customer-facing technical advisory for enterprise Citrix Cloud environments, guiding adoption, operational success, and production readiness across Azure and multi-cloud deployments by aligning technical recommendations with business, operational, and security requirements. • Served as a cloud technical advisor to enterprise customers, supporting 45+ client requests through solution guidance, issue resolution, and outcome-focused technical engagement resulting in more than $4.33M in Annual Contract Value impact. • Improved solution health and production readiness by delivering architecture guidance, best practices, and proactive risk reduction recommendations across Azure and multi-cloud Citrix environments. • Collaborated with customers, engineering teams, and internal stakeholders to develop technical guidance, architectural documentation, and knowledge-sharing initiatives that strengthened platform stability, improved customer outcomes, and reinforced security posture.
Responsible of internal escalations and incident response efforts for enterprise cloud and virtualization environments as technical leader across complex support cases, cross-functional investigations, and service restoration activities aligned to customer business priorities. • Functioned as a bridge between Frontline Support and Escalation and Developer teams, coordinating investigations, mentoring engineers, and improving troubleshooting effectiveness, operational performance, and customer outcomes. • Acted as a key technical reference for senior and non-senior engineers, providing internal consultation, handling complex escalations, and accelerating problem resolution across cloud and virtualization platforms. • Served as a key technical escalation point of contact for enterprise customers, aligning incident response and technical solutions with business priorities to restore service quality across mission critical environments.
Supported enterprise customers using Azure Backup and Disaster Recovery by resolving complex technical issues, strengthening escalation quality, and improving service consistency through cross-functional collaboration and technical enablement. • Delivered technical support for Backup and Disaster Recovery configurations, collaborating with customers, peers, management, and engineering teams to resolve service issues, restore platform functionality, and manage expectations throughout the support lifecycle. • Strengthened escalation handling and support quality by auditing cases, coaching engineers on troubleshooting and case management practices, and helping accelerate the resolution of complex customer issues. • Trained and on-boarded new team members on Azure Backup and Disaster Recovery solutions, improving team readiness, knowledge sharing, and operational consistency across support delivery.