Frank Gil Email & Phone Number

Fort Lauderdale, Fl, Us

Responsible for communication with key customers, the sales organization and key management staff on the status of support services and critical accounts within the assigned geo.Creates reports to review with sales executives on their services business and develops plans and activities that Technical Support can execute to assist customers and prospects.Proactively addresses any issues impacting the effectiveness of Citrix support services and customer perceptions of deficiencies with respective stakeholders.Ensures timely, professional and effective communication with the customer and internal executives.Manages the remediation process and technical resources by facilitating cross departmental collaboration. Coordinates the end-to-end customer experience and owns the internal and external communications. Acts as the customers and account team’s primary contact during critical situations.Works with the technical specialists to manage the escalation and resolution of problems and incidents.Initiates and facilitates the discussion with customer and resolution stakeholders during critical issues. Ensures timely, professional and effective communication with the customer and internal groups from both the technical and management perspective.Oversees top tier customer critical account technical support situations to ensure all aspects of the engagement are progressing to issue resolution.Develops and delivers executive communication to customer and Citrix sales executives on status of critical service requests.Designs, implements and supports processes with Product Management and Engineering regarding customer’s needs and experiences with Citrix products.Provides ongoing status updates to the account team, executive leadership and support management.Escalates issues/risks quickly for mitigationLeads and participates in projects relating to the continuous improvement of Citrix support services.

Basking Ridge, Nj, Us

Design highly available infrastructure solutions for enterprise customers. Gather requirements and specifications for new and existing deployments. Design business continuity solutions utilizing virtualization technologies including our high availability compute, network and multi-tenant storage infrastructure leveraging Citrix NetScaler, Cisco UCS/ASA/Nexus, VMware and NetApp. Assist customers with securing IaaS, Managed Hosting/Managed Services, Colocation space, power and connectivity as well as other products and services.Provide guidance and support to the Regional Sales and Sales Engineering teams. Document customer requirements, present company and product capabilities. Work to ensure that all proposed solutions are supportable. Help to ensure that all technical questions are answered, all internal processes followed, and the customer’s requirements are fully met by the various teams involved in the quoting, implementation and transition processes. Work with Product Management teams to help improve service offerings and capture/support industry best practices. Individually contributed over $3.1 Million per year as one of the core members of the Client Services Sales Engineers. Over $39.3 Million in solutions were architected and contracted in 2013 and on target to grow to $45 Million annually in 2014.

Basking Ridge, Nj, Us

Serve as primary point of contact and escalation for Major accounts collectively generating over $2 Million in Monthly Recurring Revenue. Manage and grow client relationships through proactive support of their implementations, additions, or changes within their Colocation, Managed Hosting, or Enterprise Cloud environments. Serve as client advocate coordinating with internal teams to resolve client requests. Research and resolve billing issues, generate credit requests and assist finance with collection efforts as necessary. Ensure customer satisfaction by proactively managing and coordinating daily service-related activities.

Use of project management tools and techniques to analyze business requirements, provide pre and post-sales support, solution design, and implementation of I.T. and telephony solutions that fit the needs and constraints of small and medium companies.

Use of project management tools and techniques to perform site surveys, convergence planning, manage installations, documentation, configuration, training, and support of carrier grade VolP PBX hardware and software systems, e.g., BroadSoft, Cisco, Linksys, Avaya, Polycom, and hybrids.

Florida, Us

Provide post-secondary instruction in Microsoft Office 2000/XP/2003, Microsoft Windows NT/2000/2003 MCSE, CompTIA A+, Network+, Security+, Novell, and Linux/UNIX. Administer all aspects of I.T. and General Education curriculum. Manage students, staff, assets, and budget. Provide on-the-job training for faculty and other staff, and coordinate academic initiatives to ensure quality of education.

Hollywood, Florida, Us

Designed, implemented, and administered all aspects of the company’s LAN, WAN, WLAN, VPN, and Panasonic Digital PBX. Made hardware and software recommendations to executive staff, finalized purchasing decisions, and established vendor relationships. Provide end-user training, on-site, and telephone technical end-user support.

Master Of Science, Information Technology

Bachelor Of Arts (B.A.), Criminal Justice