Managed the Citrix networking and mobility teams providing technical support to our customers in EMEA.Managing a team in a 24*7 fast paced enterprise environment. • Ensuring the smooth operation of the technical support service. • Coaching and mentoring staff through peer reviews. • Conducting performance reviews and providing regular feedback in 1-1 sessions. • Setting team and engineer goals and evaluating performance. • Ensuring engineers work is prioritized and up to standard. • Engaging with a range of customers from enterprise level to SME. • Driving and promoting excellence in customer and technical service. • Driving process change and improvements within the team and the organization. • Liasing with our global management teams in the US and APAC on a day to day basis. • Driving performance and standards to meet team targets.

Working in the Web Application Network group providing support to Citrix customers for EMEA region. • Single point of contact for all high priority and complex technical issues. • Engaged customers on any high priority and/or politically sensitive issues. • Escalation point of contact for the L1 team. Conducted reviews of any cases deemedsuitable for progression to L2.

Provided support to customers registered with our anti-spam service.Drove new business opportunities and growth.Managed key accounts and ensured existing relationships were maintained.

Installation, configuration, maintenance and administration of Windows server 2000/2003, Windows Small business server.Administration of Active directory, Exchange and SQL servers.Installation of Routers, switches and administration of network security.Implement backup and restore procedures for all critical systems.Installation and upgrading of PCs, printers and other network devices.Ensured that all servers and clients are protected by the latest version of antivirussoftware at all times.Troubleshooting and resolution of user requests and problems.

Provided IT support for 200+ users in the Department of Finance. Administrative duties with windows server 2000/2003. Network support and troubleshooting- Cisco routers ans switches.

Single Point of contact for all technical support issues and projects related to several areas of the automation process of Fab 24.Liased with engineering and production teams to ensure system uptime.Maintained existing systems through regular health checks and systems tests as well as working on several projects as participant and project manager to improve the existing IT infrastructure.Assisted in the installation and configuration of desktop/laptops and servers in the factory environment.Performed and managed daily changes to the IT systems environment.Trained internal users on systems usage.