* Technical assistance on Citrix products for the Netscaler Priority Support Team.* Netscaler platforms hardware-software appliances (MPX/SDX/VPX) for North America support.* Cloud Infra support in Microsoft Azure for Citrix product (Netscaler & XenDesktop / XenApp).* Netscaler Release 12.x 11.1.x , 11.0.x , 10.5.x , 10.5e, 10.1.x , 10.1e, 10.0.x & 9.3. support* Netscaler Monitoring and Management support.* Netscaler Authentication and Authorization (LDAP, SAML, RADIUS, TACACs) support.* StoreFront and Netscaler Gateway Integration support.* Netscaler MAS Release 11.1 & 12.x support.* Netscaler Gateway High Availability support.* Netscaler Clustering implementation support.* Netscaler Gateway Load Balancing implementation support (GSLB – MEP Protocol).

• US Customer Service Oriented Technical Support for Cisco Small Business Products. • Responsible of incident, service request, and support documentation, • Follow up and customer satisfaction. Management of Escalations.• Wireless Escalations and consulting point.• Staff training for new hires.

• US Customer Service Oriented Technical Support for DSL Verizon Customers. • Configuration and Troubleshooting of Home and Small Business Modems/Routers.• Staff training.

Sykes Latin America, Heredia, Costa RicaCustomer Support Engineer supporting Cisco customers at the Cisco Technical Assistance Center in the wireless technology (Outsourcing with Sykes Latin America).Position reports directly to the Wireless Team Manager.International technical support for Cisco’s Enterprise client around the world. Configuration and Troubleshooting of Cisco Wireless Deployments and Wired Network.Responsible of incident, service request, and support documentation.Follow up and customer satisfaction.