Michael Mcandrew Email & Phone Number

Raleigh, Nc, Us

Provides pre-sales technical support of the sales process across Citrix Products and SolutionsAssesses potential application of Citrix products to meet customer’s business needsConducts product demonstrations and technical presentations remotely or at customer/Citrix facilities on Citrix products value propositionBuilds complex, multi-product proof of concept solutions for customer evaluations as part of a sales engagement processWorks on issues that impact design/selling success or address future concepts, products or technologiesSupports all lines of business, from SMB to Enterprise customersCreates formal networks with key decision makers and serves as external spokesperson for the organization, uncovering business requirements and opportunities. Provides this voice of the customer back to management and product teams

Led team of three analysts, answering security and compliance inquiries for customer facing teams across the companyEngaged in customer meetings to facilitate security, compliance and due diligence assessmentsProvided customers an authentic look into Citrix security, working with customers of all sizes to address their security and compliance concerns about Citrix and Citrix products.Engaged and educated internal teams about Citrix' corporate security posture and Citrix product securityMaintained accurate and complete records of customer information/cyber security questions in order to identify, qualify, report and track customer protection issues and trendsAssisted in the development of a scalable, Citrix function-specific, information/cyber security outreach program

Provided accurate, consistent and customer-focused responses to customer information/cyber security & compliance inquiries based on Citrix Information Security and Industry protection standardsBuilt effective working relationships with technical personnel across Citrix in order to maintain accurate database of information/cyber security & compliance informationContributed to knowledge base as new questions arise; produces internal and external customer-facing FAQ and sales aid documents

Escalation specialist for the ShareFile cloud application, desktop applications, and integrations Performed advanced troubleshooting and root cause analysis leveraging public API's, SQL, Fiddler, and SplunkManaged relationships with development teams and release management to determine scope of technical issues and impact to the business to prioritize and expedite solutions and new releasesWorked daily with Windows Server administration, SQL, Active Directory, Citrix ADC, Virtualization and NetworkingSpeaker at Citrix TechEdge 2019: "Acing Your StorageZone Controller Deployment and More"(https://training.citrix.com/elearning/coursequests/10/quest/123)Authored knowledge base articles for public knowledge base as well as internal employee knowledge baseActed as subject matter expert and consultant for other teamsDeveloped custom reports for high value customers using SQL

Responsible for manager requested callbacks, handling of more technical cases and additional administrative duties.Worked on issues that range from answering product questions to providing basic to moderately complex technical support when end user is experiencing difficulty using a product.Supported ongoing management and retention activities, including research to determine the root cause of the issue or problem. Identifies best approach for retaining business based on client’s situation.Engaged in security, privacy, and compliance discussions providing appropriate documentation.Provided an outstanding customer care experience for customers via inbound phone and email, as well as resolve issues for a multi-billion-dollar leader in the field of on-demand technology.

Established relationships with 40+ retail stores around central NC to increase brand presence, promote brand awareness, product trainings, merchandising, sales and product audits.Created memorable customer experiences and trained store employees.Partnered with store management to effectively schedule employee training and product focused events.Managed monthly schedule to effectively support all stores within territory.

Apex, Nc

Assisted in daily operations of a $1 Million per year store.Executed cash management duties with POS and Shift Reports. Assisted in the management of adequate inventory levels using the company’s systems and guidelines to minimize loss. Managed company’s assets by ensuring the restaurant is clean, safe and organized; complied with safety and security standards at all times.Led a team and built an atmosphere of teamwork, energy and fun. Communicated, trained and promoted quality standards to team members.