Rob Hurt Email & Phone Number

As a diplomatic professional with over 10 years of experience, I have developed a proficiency in resolving complex technical issues using universally effective troubleshooting techniques, even in high-pressure situations. My ability to communicate clearly and reliably with a range of stakeholders—end-users, technical teams, and leadership—has been key to achieving successful outcomes throughout my career.As a Lead Escalation Engineer (and later Principal) for Citrix Virtual apps and desktops at Citrix, I demonstrated expertise in mentoring engineers, resolving escalated cases, and working with dev engineers to implement fixes. I created technical documentation, managed high-priority case assignments, and ensured that critical updates were shared with stakeholders across multiple geographies. I am able to quickly learn new technologies, working independently, and consistently meeting key metrics.Currently, as a Principal Product Supportability Engineer at Citrix, I focus on driving product improvements and operational efficiencies by analyzing Salesforce support cases to provide actionable insights for product management, support, and engineering teams. I help reduce support ticket volume and time to resolution (TTR) by bridging the gap between teams and fostering collaboration.Key accomplishments in my current role include:Initiating high-level data collection: working on an initiative to capture high-level case data in Salesforce to create a feedback loop, enabling product and support teams to improve training, utilities, and overall product quality.Managing support Jira tickets: I work closely with product and engineering teams to spec out product improvements and track them through to general availability.Leading the Hypercare program: I coordinate cross-functional teams to proactively address issues during critical product release periods. This program plays a key role in reducing remediation time and enhancing customer satisfaction.Weekly case trend reports: I provide regular insights into support case trends.Whether it’s resolving escalated cases or driving proactive improvements, my passion for clear communication, collaborative teamwork, and continuous learning remains at the heart of everything I do. I thrive in environments that value both technical expertise and goodwill, and I am dedicated to creating positive outcomes for both customers and internal teams.

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  Escalation Engineer

  Citrix

  Oct 2013 - Present - Miami/Fort Lauderdale Area

  As a skilled professional, I excel in resolving escalated customer issues and maintaining ownership of the problem until it is resolved, with minimal oversight from management. I am adept at self-prioritizing work items based on customer requirements, requiring minimal guidance.Furthermore, I act as an effective technical interface between the customer and 3rd Level Engineering/Product Development teams. By leveraging my cross-functional working relationships and expertise, I provide clear issue documentation to ensure effective communication with all parties involved. My proficiency in this area ensures that technical issues are addressed promptly and with the utmost attention to detail.>Knowledgeable in programming languages such as C++, C#, and PowerShell, with a strong understanding of their syntax and logic flow.>Able to read and interpret code in various programming languages, including C++, C#, and PowerShell, to identify and troubleshoot technical issues.>Familiar with programming languages like C++, C#, and PowerShell, with the ability to analyze code and understand its function and purpose.>Proficient in technical languages such as C++, C#, and PowerShell, with the ability to read and comprehend code and use this knowledge to resolve complex technical issues.I have an extensive history of growth and development within Citrix, having started as a Frontline Citrix Engineer before transitioning into an Escalation Engineering role. Through my dedication and hard work, I have progressed to the position of Lead Escalation Engineer, and more recently, to the role of Principal Escalation Engineer. Each step in my journey has allowed me to refine my skills, expand my knowledge, and gain a deeper understanding of our products and services. I am eager to continue this growth trajectory and contribute to the success of Citrix.

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  Towson University