Ramon S. Email & Phone Number

Boca Raton, Florida, United States

Boca Raton, Florida, United States

Gathered customer feedback, analyzed it and then designed specific practices and put them into place so that clients benefit while profits also improved. Assessed marketing and sales procedures to ensure renewals and continued (YOY) Growth.Worked together with the Administrator to outline a plan to deliver seamless customer service. Provides fixes or work-arounds to allow contractors to quickly resume daily functions, providing IT support and relaying information with exceptional communication and verbal skills. Designs and supervises technological aspects including selection and management of applications, computer hardware used to store patient & caregiver data and files, and maintains systems to ensure HIPAA compliance. Designed website and initial marketing offerings for both direct mail and social media.

Miami/Fort Lauderdale Area

Developed training for internal users and partners; member of the education team responsible for creating slides, PP, internal & external documentation for product releases. Led team in charge of piloting and customizing an ERM Application and selecting optimal LMS.Produced e-learning, instructor led and self-paced training content for all virtualization products. Responsible for creating new users in active directory and maintaining group policy for both users and servers. Partnered with Microsoft to identify and troubleshoot Citrix and Microsoft operating system issues.Created 100 server lab with 5 environments to train and test newly hired engineers on identifying issues, problem solving and sales preparedness; collaborated with the lifecycle management team.

Performed advanced problem analysis and isolated problems of moderate to high complexity.Resolved highly complex cases on XenApp and XenDesktop product related matters.Utilized strong troubleshooting skills to isolate, analyze, and provide resolution to customer inquiries.Provided customer service experience and technical assistance on Citrix and Microsoft products to Enterprise customers of large size, scope, and/or political complexity via phone, email and/or remote access. Expedited responsiveness and global support with participation in weekend support role using the follow the sun methodology. Analyzed clients' issues pertaining to policy or user errors in active directory at 3rd level escalation. Requested Network Topology to determine customer's environment for troubleshooting of Microsoft operating systems and network devices including routers and both hardware and software firewalls.Conducted Citrix CDF tracing and group policy tracing for Microsoft; reviewed Event Viewer logs.Used Netstat to gain access to network connections, routing tables, statistics and membership.

Led a team of 5 tech support engineers; reviewed case logs, and assigned & escalated cases based on customer needs.Fielded support calls from large organizations troubleshooting Citrix ProductsWorked with Directors and Executive leadership providing case updates when necessary. Published articles on complex technical support issues in Citrix online knowledgebase, and reviewed additional articles; led weekly team meetings to discuss pertinent issues and action items. Wrote 100+ articles for internal and external knowledge base, identifying, problem solving and detailing microsoft issues; proctored testing for Citrix engineering certifications.Active at trade shows, communicating with customers and demonstrations of latest products, enhancements and technology

Computer Science

Education record