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Christian Tobon

Christian Tobon

Manager, XenDesktop Escalation

Citrix

Plantation, FL

Manager, XenDesktop Escalation at Citrix

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Citrix

Manager, XenDesktop Escalation

Position Summary
The escalation manager is responsible to drive actions and policies at the department level, influencing and impacting business positively.

Duties/Responsibilities
* Drives and creates assignment and is able to delegate to ensure all objectives are achieved.
* Reviews and recommends changes to policies affecting all support department levels. Drives and works frequently on worldwide projects for Services department.
* Establishes operational objectives and work plans and delegates assignments. Works on issues where analysis requires an in-depth knowledge of organizations objectives.
* Frequently interacts with senior management across departments and drives the message for resolving issues.
* Analyses and reviews workloads. Ensures targeted stats are achieved across teams. Drives and implements metrics and SLAs and ensure managers appropriately understand them.
* Lead cooperative effort amongst members of worldwide project teams.
* Participate to budget forecasting and can be in charge of a functional area budget. Work with the sales team on opportunities and assist in the sales process.
* Establish relationships with multiple teams surrounding Citrix systems product lines.
* Represents Citrix technical support at external events.

Career medium 02
Career
Career medium 05

Citrix

Manager II, Americas Technical Support

Position Summary
Responsible for overseeing customer technical support engineers in providing assistance to customers and resellers in problem identification and resolution. Manages daily activities of support teams, and specializes in support targeting high-end, Enterprise-level customers or channel partners with advanced support needs. Follow established guidelines, procedures and policies. Establishes staff schedules for workload coverage and individual or group training sessions. Conducts regular 1:1 and team meetings to evaluate individual and team performance. Facilitates development of proficiency in both technical skills and general customer service skills. Participates in rotational "on-call manager" operation, and must become familiar with intricacies of worldwide "follow-the-sun-routing".

Career

Citrix

Manager, Americas Technical Support

Career medium 05

Citrix

Senior Technical Lead

Position Summary
The Senior Technical Lead is responsible for coaching and developing non-senior Technical Leads in the areas of product troubleshooting, employee technical mentoring, and customer service focus. Train and educate Technical Support Engineers in support procedures and policies. Deliver topical training to Technical Support Engineers on product features, troubleshooting methodologies, and technical functional specifications. Conducts advanced debugging analysis of issues identified by the team. Leads team projects.

Duties/Responsibilities
* Technical Mentor for tech leads on soft skills and technical skills.
* Research and identify hot topics and team are as of deficiency where additional training may be needed.
* Define tools needed by the team and lead in getting them created/introduced.
* Lead team/department projects.
* Lead case management of hot/political cases.
* Conduct new hire interviews.
* Provide initial debug review/analysis to Tech support engineers on issues reported to them.

Career

Citrix

Lead Escalation Engineer

Subject Matter Expert in Citrix EdgeSight and EdgeSight for Load Testing

Position Summary
Responsible for the analysis, qualification and ownership of high business impact & politically charged support cases with VP level visibility. Responsible for the review of Escalation team case backlog providing technical and case management advice to junior members of the team leveraging established relationships with other teams including Engineering, Sales, Consulting and outside Vendors.

Duties/Responsibilities
* Drives and/or coordinates cross team and cross vendor communications with the goal of aligning the required resources to resolve customer technical issues that span multiple products and vendors.
* Is sought after by management and peers to help resolve the most technically complex, mission critical or politically hot customer issues.
* Act as a SME (Subject Matter Expert) in at least one core Citrix product and demonstrates a solid technical understanding of the entire Citrix Delivery Center.
* Develop and review advanced technical training for internal and external audiences across multiple products or components.
* Plays a key role in the interview and interview planning and training of new team members.
* May participate in a 24x7 on-call rotation.

Career medium 03
Career

Citrix

Escalation Engineer

Citrix

Lead Technical Support Engineer

Subject Matter Expert in the following products: EdgeSight, Password Manager (SSO), Citrix Licensing, and Printing in Citrix environments.

Position Summary
The Lead Technical Support Engineer is responsible for providing technical assistance on Citrix products to customers of large size, scope, and/or political complexity - via phone, email and/or remote access. The support focuses on in-depth problem analysis of Citrix products and their integration into enterprise-wide mixed environments. The incumbent often assists less senior colleagues - conducting cases reviews and providing guidance to ensure quicker resolution. Uses advanced technical troubleshooting skills obtained through wide-ranging experience to independently isolate, analyze, and provide resolution to customer issues of high complexity. Qualifies only the most complex customer issues for assistance from the escalation team or other vendors.

Duties/Responsibilities
* Provides technical assistance on Citrix products to customers of large size, scope, and/or political complexity - via phone, email and/or remote access.
* Works independently to perform advanced problem analysis and isolate problems of high complexity.
* Achieves and maintains targeted call statistics such as number of calls answered, number of cases closed or issues resolved, along with other established goals.
* Publishes articles on complex technical support issues in Citrix's online knowledgebase, reviews others' articles, and contributes on internal forums and distribution lists.
* Documents cases, recommendations, and resolutions clearly in the CRM system, reviews colleague’s cases on regular basis.
* Participates in and contributes to team/department projects.
* Prepares and delivers technical training to peers.

Career medium 04
Career

Citrix

Senior Technical Support Engineer

Citrix

Technical Support Engineer

Florida State University

BS in Computer Science, Programming Languages

St. Thomas Aquinas

Central Park Elementary

Florida State University

Masters of Science, Management of Information Systems, General