Oscar Alcazar Zuniga

Functions and skills •

Top Enterprise and Support Edge Premium customer problems and escalations via telephone, email and the web.

• Scope customer issues in a timely manner and follow up directly with the customer with recommendations and action plans.

• Investigate the problem by doing research and by involving other teams as needed.

• Troubleshoot Active Directory, ADFS, SSO configuration, Azure Identity protection, Identity management, O365 identity, Azure MFA.

• Knowledge of Windows System Administration, Certificates, PKI, DNS, Networking, Virtualization, PowerShell scripting and Security, OS Internals concepts.

• Understanding of load balancing, geo-redundancy, CDN, and VPN technologies. • Knowledge of Domain Controllers GPO, DNS servers (entries, lookup name resolution), trusted/preferred domains, forests, container, roles, services.

• Troubleshoot name services DNS/LDAP/NIS Authentication/Authorization problems in multi-protocol environments, NTP, SMTP, HTTP.

• Maintain a proactive approach to customer happiness, identifying and correcting customer satisfaction concerns before they become problems.

Responsibilities

Queue Management: Ensure smooth and efficient queuing processes, minimizing wait times and optimizing customer satisfaction.

Queue Optimization: Continuously develop and implement strategies to improve queue management procedures.

Technology Integration: Utilize queue management software and technology to enhance the customer experience.

Reporting: Generate reports on queue performance, customer wait times, and other relevant metrics.

Staff Training: Train and guide staff on queue management best practices and excellent customer service.

Problem Resolution: Address and resolve any operational issues, customer complaints, or emergencies as they arise during the shift.

Communication: Keep open lines of communication with both engineers and upper management to report issues and progress.

Documentation: Maintain records of incidents, actions taken, and other relevant information during the shift.

Responsible for the customer support experience with Microsoft

• Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams (e.g. swarming)

• Identify cases that require escalation (either technically or strategically)

• Create and maintain incident management requests to product group/engineering group

• Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer/ engineer experience

• Provide ramp activities, knowledge sharing, technical coaching and mentoring

• Drive technical collaboration & engagement outside of CSS (Product Engineering teams/Services/Support/Regions)

• Lead or participate in building communities with peer delivery roles; may be workload or specialty specific

Technical understanding of commerce platform concepts and procedures including online services, Order to Cash operations and general billing and commerce systems processes (e.g., invoicing, credit card transactions, credit calculations).

• Technical aptitude to develop an understanding of the Microsoft Azure Platform and architecture.

Be the Cloud Subject Matter Expert supporting customer's design and implementation plans.

Accelerate the transition of traditional on-premises product deployments to Citrix Cloud products, driving quickest possible time to use & active usage within subscription product entitlements.

Deliver value to customers through remote service delivery of outcome-based, fixed fee service engagements.

Apply extensive understanding of customer business environments to proactively communicate customer expansion opportunities or potential retention risks to Customer Success Manager and account teams.

Provide service expertise and work cross-functionally with subject matter experts (Business Systems, Engineering) to transform the customer vision into a finished implementation.

Deliver training to administrator and end users.

Deliver webinars.

Creation of documentation, knowledge base and admin guides.

Provide support for Mobility solution and a File Sharing/content collaboration solution, configuration and initial setup for on premise and cloud implementations

Provide support and troubleshooting for Citrix products integration like Netscaler, Sharefile, Xen App/Xen Desktop

Provide support and troubleshooting for third party products integration such Windows Server, Microsoft Exchange, Microsoft SQL Server, IBM Lotus Notes

Support for initial setup and wiring of Intrusion panels and electrical equipment

Troubleshooting and diagnose issues on existing installations

Programming and testing for intrusion panels, sensors, door locks and other electrical equipment

Networking and Landline communication with alarm receivers

Support and troubleshooting for layer 3 switches

Problem analysis and configuration with routing and switching

Provide support with firmware upgrades and downgrades

Assisted with replacements for defective equipment and parts

Provide support for initial setup for Western Digital Products(External hard drives, Internal Hard drivers, Access points, Switches, Power Lines, Media Players, NAS Drives).

Provide support and troubleshooting for backup and restore software (WD Smartware, Windows Backup and Restore).

Resolve configuration related to Windows,MAC OS, networking, IOS and Android devices.

Assisted customer with replacements for defective devices.

SME/Trainer/Team Manager part time duties

Social Media complains handling