Patrick Camelatto
Senior Technical Support Engineer
Fort Lauderdale,FL
Summary
Seasoned Technical Support Engineer versed in aiding customers with troubleshooting complex issues. Over 7 years in software support in global environment experience working in large, highly scaled, and fast-paced environments. Currently looking for an IT customer support-oriented position to join an organization that solves intriguing and complex problems.
Overview
12
12
years of professional experience
3
3
Languages
4
4
years of post-secondary education
Work History
Senior Priority Technical Support Engineer – Virtualization
CITRIX INC & CLOUD SOFTWARE GROUP INC
01.2022 - 01.2024
- Supported Global Enterprise and Government customers across diverse industries over phone and through video conferencing solutions (Zoom, Webex and MS Teams
- Consistently met or exceeded performance metrics, contributing to overall team success
- Contribute to Citrix knowledgebase in form of new or updated technical articles/documents focused on issue resolution or prevention
- Engage and work with DevOps team and Escalation on software error/behavior on LTSR and Current Releases according to customer environment
- Managed over 50 tickets/cases in backlog simultaneously
- Served as escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities
Level 2/Senior Escalation Licensing & Customer Service
CITRIX INC & CLOUD SOFTWARE GROUP INC
03.2017 - 12.2021
- Served as escalation point for challenging cases, taking ownership of complex problems until satisfactory resolutions were achieved
- Licensing troubleshooting on Citrix Virtual Apps and Desktops for end users through video conferencing solutions(MS Teams, Zoom or Webex) Data analysis for licensing issues in backend for Citrix Virtual Apps & Desktops and NetScaler products
- Review licenses, accounts, contacts, opportunities, Sales orders and contracts
Automation Integration and Support
Delivery Hero - PEDIDOSYA.COM
01.2014 - 01.2015
- Integration and configuration of POS and Web based system in South America and North America Increased customer satisfaction by promptly addressing and resolving support issues
- Evaluate, test POS & TABLET equipment and phone carriers before shipping to customers Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills
- Maintained accurate records of all interactions, enhancing overall quality of service provided to customers
- Monitored customers systems performance Introduced web based system to new customers handling diverse client needs.
- Mentored and supported department employees to create strong workplace culture
Technical Support & Customer Service Team Leader
McAfee Corp.
01.2012 - 08.2013
- Promoted positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on development opportunities.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Provided excellence on issues related to Technical support and Customer service
- Staff management assignment per queue (Chat / Email / Phone) according to staff availability
- Tier 2 Tech Support specialist for troubleshooting issues
Education
Bachelor's Degree - Business Administration
ANHANGUERA UNIVERSITY
Pelotas, RS 01.2005 - 06.2009
Skills
OS: Windows Servers 2012 R2, 2016, 2019
Network: Citrix NetScaler Gateway and VPN
Cloud Computing - SaaS: Azure, AWS, Google Cloud, Citrix DaaSLog Analysis and Monitoring: SplunkMS Tools: Process Monitor, Procdump, Full memory DumpMS OfficeAccomplishments
- Quality Assurance Excellence Award – Citrix (2018)
- Customer Service Performance Award – Citrix (2019)
- CS Performance Leaderboard 1st place (Q3/2019 and Q1/2020)
- Technical Support 2022 Performance Leaderboard (Q2/Q3/Q4)
- Technical Support 2023 Merits due to Performance achievement (Q1/Q3)
Timeline
Senior Priority Technical Support Engineer – Virtualization
CITRIX INC & CLOUD SOFTWARE GROUP INC
01.2022 - 01.2024
Level 2/Senior Escalation Licensing & Customer Service
CITRIX INC & CLOUD SOFTWARE GROUP INC
03.2017 - 12.2021
Automation Integration and Support
Delivery Hero - PEDIDOSYA.COM
01.2014 - 01.2015
Technical Support & Customer Service Team Leader
McAfee Corp.
01.2012 - 08.2013
Bachelor's Degree - Business Administration
ANHANGUERA UNIVERSITY
01.2005 - 06.2009