Cedric Beauchamp

Experience

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  AT&T

  Jun 2003 - Jun 2007

  Subject Matter Expert

  Troubleshoot data cards, text messaging, picture messaging, and mobile web browsing issues. Train customers on their handset or data card i.e., set up email accounts and understand system compatibilities. Stay up to date on new phone technology i.e. processing power, memory capacity, and other specifications.

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  ASG Software Solutions

  Jul 2007 - Feb 2011

  Account Executive

  Discuss current IT projects and software needs focused on data and document management with CIOs, IT Directors, and other IT personnel. Troubleshoot ways to prevent outages and determine solution sets needed. Responsible for negotiating contracts and finalizing sales averaging $500,000. Achieved sales quotas every year.

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  Florida Gulf Coast University

  Apr 2011 - Sept 2011

  Help Desk Support

  Respond to IT related issues via phone, in person, and email to support students and teachers on and off campus. Manage work orders in the ticketing system. Write processes on how to handle specific IT issues. Image and set up computers for new employees.

• 

  Chico's FAS, Inc.

  Nov 2011 - Nov 2015

  Lead and manage the Citrix installation team. Manage and maintain a large NetScale environment supporting 3500 users in a XenApp and XenDesktop environment. Evaluate and make recommendations to improve the current Citrix environment. Provide 24/7 on-call support as the Citrix Subject Matter Expert to reduce delays in productivity. Manage provision services to ensure maximum application uptime. Rack and mount servers in the best location for network connectivity. Image and configure servers to meet specific needs. Manage power to ensure all servers have battery backup and redundant power. Configure remote management on the server and on Cisco switches. Monthly patching to meet PCI compliance. Diagnose, troubleshoot, and resolve hardware, software, and network issues for 3500 users. Monitor IT infrastructure via SCOM and MOM and manage work orders I track-it. Write processes on how to handle specific IT issues.

  • Citrix Administrator

    Nov 2011 - Nov 2015

  • Server Administrator

    Nov 2011 - Nov 2015

  • Technical Support- Tech II

    Nov 2011 - Oct 2012
• 

  IBM

  Nov 2015 - May 2017

  Lead Citrix Engineer

  Lead and guided the Citrix team to achieve the build-out of multiple Citrix XenApp environments based on customer requests and needs. Supported six XenApp and XenDesktop environments. Support multiple NetScaler environments using NetScaler appliances (IE) VPX, MPX, SDX Handle support for tier 3 issues.

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  Citrix

  May 2017 - now

  Lead Technical Account Manager

  Work with managers to improve KPI standings on team. Improved the case escalation process with the TAM management escalation tasks. Act as a mentor and trainer to new and existing TAMs. Helped create Citrix TAM IVG program to help TAMs better understand verticals such as healthcare, public sector, and finance. Prioritize the customer experience by building relationships with both internal and external teams. Work as a trusted adviser to Citrix priority customers. Discover ways for the customer to maximize the use of Citrix products. Achieved 100% of customer renewal over six and half years. Add value to the customer support experience through case management, account management, and Citrix resource management. Show less