Juan Manuel Maza

Experience

• 

  Citrix

  Jan 2013 - Mar 2024

  • Delivered prompt solutions for priority customers, minimizing operational disruptions. Diagnosed, analysed data, reproduced, and tested solutions. Educated customers to prevent future issues and enhance IT implementations. Resulted in renewal and expansion of Priority Support agreements.• Delivered extensive support for third-party software integrated with Citrix, fostering strong vendor relationships.• Provided scheduled support to priority customers during upgrades and testing.• Mentored 9 Engineers and participated in 7 recruitment processes for Support roles.• Citrix relied on my expertise for challenging situations, including critical production outages, and restoring at risk customer relationships.• Contributed to building the knowledge database with over 100 technical articles.• Led a project enhancing team Communication Cadence KPI, surpassing 90% target within few months.• Consistently exceeded 90% customer satisfaction target (4 or 5 rating on a 0-5 scale).• Set up and administration of infrastructure that contains cloud, hybrid and on premises environments based on testing labs. Show less

  • Senior Priority Cloud Support Engineer

    Jul 2013 - Mar 2024

  • Senior Technical Support Engineer

    Jan 2013 - Jan 2024