Mario Remirez Email & Phone Number

Starke, Fl, Us

Fort Lauderdale, Florida, United States

Pre-Sales Engineering Manager with a team of 8 Sales Engineers covering Citrix's Digital Sales Medium Business team across the US. Our team of Pre-Sales Engineers are experts on all Citrix solutions, including: Virtual Apps and Desktops, Citrix Cloud Services, Citrix Networking ADC and SD-WAN, Citrix Content Collaboration (formerly ShareFile), and even our Endpoint Management solutions. Citrix Pre-Sales Engineers strive to demonstrate how Citrix can help solve customers' typical business and IT problems by delivering dynamic, mobile, and secure

Miami/Fort Lauderdale Area

Responsible for managing a part of the Americas Delivery Networks Frontline Team focused on issue identification and resolution for partners and customers across multiple business vertical markets including finance, healthcare, government, technology and retail Daily Work activity.• Lead a team of 15+ technical support engineers in providing assistance to Citrix customers and resellers in problem identification and resolution.• Responsible for overseeing customer technical support engineers in providing assistance to customers and resellers in problem identification and resolution• Manage support teams, targeting high-end Enterprise level customers or channel partners with advanced support needs• Analysis of case and call data to identify outliers and performance gaps.• Conducts regular 1:1 and team meetings to evaluate individual and team performance, and facilitate development of proficiency in both technical skills and general customer service skills.• Establish global staff schedules for phone queue coverage and individual or group training sessions. • Full knowledge of Citrix support processes and escalation paths.• Critical case management for enterprise level customers. • Tracked and drive improvement of metrics and key performance indicators such as NPS score, CSAT, FCR, TTR to improve team performance and customer serviceProjects• Opened new support center in Costa Rica, including hiring and developing all the new technical support teams who will deliver services on key Citrix product lines. • Interviewed and hired new management team.• Scheduled training and mentoring. • Assisted HR in creating job titles and pay skills. • Worked with It to insure site was operational.• Was trained in HR policies for Costa Rica. • Piloted a new company offering 4-hour RMA. • Created and delivered training to global support team.• CRM system update. Migrated to Sales force (Service Cloud.) Was a feature owner for Delivery Networking team.

Advanced trouble shooting of Citrix products..Writing knowledgebase articles and improving existing articles when necessary Reviews and recommends changes to support policies Troubleshooting Network issuesTechnical support for usersProvide technical support for Latin-American customersAdvanced printing trouble shooting in a Citrix environment Trouble shooting Citrix Database issues on SQL Access and Oracle Data bases.Certified Citrix NetScaler 8 Platinum EditionCertified Citrix Application Firewall 8.Certified Citrix Access Gateway 8 Enterprise Edition

Employee performance assessmentsConducting staff meetingsCandidate interviewsScheduling service and on-site technical supportMonitoring all department operationsInteractive customer support and salesStaff schedulingLinux file server set upSet up of VPN Set up of Remote desktop and remote assistanceSet up of data back up for servers tapes, DVD and external Hard drives.Troubleshooting P.C. and Network issues.Network design Ethernet 10/100/1000 and 802.11 wireless. Network insulation- switches, routers, access points and wireless encryption Ordering parts Software installation Hardware upgrades.Designing P.C. systems.Virus removal.Technical support for users.

Board level Troubleshooting. Phone support for heart monitors. Installation of SCSI Controllers and Hard Drives. Support in both Spanish and English languages. Identified Customer concerns and provided resolutions to their issues. Installation of new applications. Installation of new 2000 Professional PC's.

Administration of user and computer accounts on NT workstations & 95Monitoring company operationsEmployee performance assessmentsStaff schedulingSetting up TCP/IP on Win9x desktops.Troubleshooting MS Office.Responsible for troubleshooting NT 4 Workstations and Servers.Add & modified users in phone switch and Voice Mail System, Upgraded and troubleshot hardware for both PC's and Laptops.Installed and worked with 95, 98, DOS, and NT on PC's.Interactive Customer Service and Sales.Ordered Parts and Software patchesConducting staff meetingsCandidate interviews

Manager restaurant on peak hrs Training new employees. Interviewing and hiring employs for varying positions.Weekly store inventory.Ordering food.

Installed network cabling, phone cabling, hubs, switches, printers (software/hardware)and tested connectivityIdentified the Customers needs and advised them on the best solutions. Connected new computers to network.Add & modified users in phone switch

Bs, Informtion Technology, 3.5

Critical thinking. * Networking technologies

Associate Degree, Networking Administration And System Technology

Activities and Societies: Network Administration / M.C.S.E.,

Associate Degree, Computer And Networking Technology

Activities and Societies: • Advance Networking systems. • Basic Cisco router configurations

Network Administration / M.C.S.E, Advance Networking Systems

Associate Degree, Computer And Networking Technology