JustAnswer Expert for the following categories.- Computer General- Computer Hardware- Networking- Printing

Started as a Level 1 technical Engineer, assisting customers over the phone and email with configuring, setting up, and troubleshooting complex issues related to various Citrix products. I served the highest tier customer base, including Preferred Extend, Preferred Plus, and Platinum resellers. Was part of the Offline Team Rotation, addressing critical or politically sensitive issues which included collaborating with our Citrix Escalation Team to resolve customer concerns… Show more Started as a Level 1 technical Engineer, assisting customers over the phone and email with configuring, setting up, and troubleshooting complex issues related to various Citrix products. I served the highest tier customer base, including Preferred Extend, Preferred Plus, and Platinum resellers. Was part of the Offline Team Rotation, addressing critical or politically sensitive issues which included collaborating with our Citrix Escalation Team to resolve customer concerns promptly.Promoted to Level 2 Technical Engineer after 1yr.Promoted to Technical Lead after 1yr of being a Level 2 Technician.Promoted to Senior Technical Lead after 1yr of being a Technical Lead.Created and delivered multiple training sessions on topics like Printing, Application Streaming, and Resource Manager.Mentored new Technical Leads to accelerate their onboarding process.I supported Technical Relationship Managers, collaborated with sales teams, Citrix Sales Engineers, and Citrix Consulting teams to address technical challenges affecting sales or customer sites. Big contributor in reviewing knowledge base articles and creating new content for our knowledge base.Participated in Exam reviews for our products to ensure questions were accurate and up to date.Conducted both Phone and On-Site interviews for potential Technical Engineers.Provided management with call and backlog reviews on all technicians’ Technical and Soft skills.Familiar with call routing procedures and the handing off cases to our many GEO’s.Participated in the Silo Specialization Project to enhance engineers' expertise in specific product areas. During my manager's absence, I provided backup support.Led Quality Assurance project which entailed writing the procedures and survey questions to assess tech’s Soft Skills strengths and weaknesses.Provided detailed reports for management based on listening to technician’s past call recordings to further improve the quality of our customers experience. Show less

Provided technical support via phone or email to all customers for both our Online and CDROM based products.Provided Q&A on new releases of our products with detailed bug report's.Provided technical support to our Sales team including setting up their computers and or laptops.Participated in 24hr call support rotations.Performed in-house repairs on company desktops and laptops.

2nd Level Support for Compaq Computers.Handled callbacks for difficult cases our Level 1 support technician’s were unable to resolve.Worked directly with Compaq authorized service center's to help resolve any technical issues.