Kelly Vespi Email & Phone Number

Work on significant and outstanding projects/issues extending across global Customer Success teams, Champion and integrate new processes, tools, and standard methodologies that elevate the team’s and department's operations. Identify new opportunities to meet Customer Success’ business goals and collaborate company-wide to support these common goals. Coaches and mentors direct reports to successfully deliver and complete projects.

• Work with limited supervision to provide highly technical training for customers and internal support engineers on the installation, configuration, troubleshooting and support of Citrix products and technologies. • Develop individual components or deliverables such as hands-on lab exercises and lab environments, presentations, knowledgebase documents, and student evaluations as part of training projects. • Liaise with instructional designers within the Services Enablement team, as well as other teams such as Supportability, Engineering, Marketing, and stakeholders within the Services organization. • Keep Support teams informed of product releases, announcements and trending issues.• Responsible for providing guidance, coaching and training to other coworkers on the team.• Advanced knowledge of the Digital Workspace products obtained through continuous education combined with experience.

• Deliver technical training to Support employees: on board new hires to Support, train experienced engineers in new versions/features/components of Citrix product releases• Communicate Readiness, Supportability, and Knowledge updates to a core Support audience • Participate in cross-functional content development projects on Citrix products and related technologies.• Continuous growth of expertise in at least one core Citrix product.• Ensures Product release training is delivered in a timely manner, as per targets set by WW Support Readiness for that particular release.

• Provide assistance to support engineers who need help with isolating and resolving customer issues. • Participate in customer calls when assistance is required • Review and monitor support calls on a scheduled basis and provide constructive feedback to the tech engineer(s) and specific specialization manager(s) • Assist in developing and delivering on-going training programs for the support department • Assist with the maintenance, update of, and compliance with department procedures and policies • Prepare and deliver technical training to peers • Mentor and coach Technical engineers • Participate and contribute to team/department projects

• Provides technical assistance on Citrix products to customers of medium to large size, scope, and/or political complexity - via phone, email and/or remote access.• Performs advanced problem analysis and isolates problems of moderate to high complexity, with little instruction from team leads and/or management.• Contributes creating knowledge articles for Citrix's online knowledgebase base on resolved technical support issues. • Participates in interviewing potential candidates for the technical support team• Provides training sessions to all new hires covering supporting Citrix products• Involved with one-on-one training for new hires to shadow day to day operations• KCS coach to assist in rolling out new knowledgebase processes

• Provide world class customer service experience to Citrix customers and partners in problem identification and resolution on the XenDesktop team• Perform problem analysis and isolate problems of minimal to moderate 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.• Documents cases, recommendations, and resolutions clearly in the Customer Relationship Management system.• Work as an Offline Support Technician to be responsible for a higher technical level and reproduce technically challenging issues in a lab environment• Became a “Train the Trainer” to help transition the team from Siebel to Salesforce

Greater Atlanta Area

• Provide technical support to all administration, staff and attorneys in Atlanta and Charleston offices• Monitor and maintain the computer systems and network of the organization• Prepare network for system upgrade to Citrix, Windows 7, Microsoft Office 2010• Respond to service tickets in a timely manner• Set up new employee workstations and provide training of applications• Manage multiple servers, including SQL databases• Deploy Client Relationship Management software