Thomas Bell
Port St Lucie,FL
Summary
Dynamic Lead Escalation Engineer with a proven track record at Citrix Systems Inc, enhancing team efficiency through the development of automation tools and streamlined case management processes. Expert in software troubleshooting and fostering cross-functional collaboration, significantly improved product stability and customer satisfaction. Skilled in problem-solving and attention to detail, achieving long-term improvements and mentorship success.
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
18
18
years of professional experience
Work History
Lead Escalation Engineer
Cloud Software Group
02.2023 - 01.2025
- Contributed to the development of internal tools and automation scripts that increased team efficiency and reduced manual effort.
- Implemented monitoring tools to proactively identify potential issues, reducing the number of escalations received by the team.
- Supported sales teams by offering technical insights during pre-sales discussions with prospective clients where appropriate.
- Reduced average response time for escalated cases by implementing efficient case management processes.
- Leveraged root-cause analysis techniques for identifying underlying issues, enabling long-term improvements to product stability.
- Created knowledge base articles for common issues, enabling quicker resolutions for customers and support staff.
- Collaborated with product development teams to provide feedback on software bugs and potential improvements.
- Enhanced customer satisfaction by promptly addressing and resolving escalated technical issues.
- Mentored junior engineers, improving their problem-solving abilities and overall productivity.
- Diagnosed and troubleshot hardware, software and network issues.
Senior Escalation Engineer
Cloud Software Group
02.2022 - 02.2023
- Assisted in hiring new escalation engineers, contributing to building a strong talent pool within the organization.
- Established strong relationships with key stakeholders, fostering trust and collaboration across departments.
- Contributed to the development of internal tools and automation scripts that increased team efficiency and reduced manual effort.
- Reduced average response time for escalated cases by implementing efficient case management processes.
Cloud Ops Engineer 2
Citrix Systems Inc
11.2018 - 02.2022
- Established strong working relationships with clients through exceptional communication skills, fostering trust and collaboration.
- Wrote, reviewed and edited technical document in accordance with template requirements.
- Achieved successful project outcomes by maintaining accurate documentation and meeting strict deadlines.
Escalation Engineer
Citrix Systems Inc
03.2013 - 11.2018
- Established strong relationships with key stakeholders, fostering trust and collaboration across departments.
- Provided exceptional customer service while resolving difficult situations diplomatically, maintaining client loyalty during challenging circumstances.
- Served as a subject matter expert in key technology areas, providing guidance and expertise to colleagues and clients alike.
- Reduced average response time for escalated cases by implementing efficient case management processes.
- Developed troubleshooting guides for the team to efficiently diagnose and resolve complex technical problems.
- Created knowledge base articles for common issues, enabling quicker resolutions for customers and support staff.
- Collaborated with product development teams to provide feedback on software bugs and potential improvements.
Systems Administrator II
MCNA
10.2012 - 03.2013
- Resolved escalated help desk tickets promptly, providing high-quality support to end users experiencing technical issues.
- Assisted in the onboarding process of new employees by setting up workstations, provisioning accounts, and providing initial IT training as necessary.
- Delivered Tier 2 and Tier 3 support for problem identification, diagnosis and issue resolution.
- Tested software remotely and onsite for server sets to maintain operational readiness.
- Maintained detailed documentation of network configurations, protocols, and procedures for efficient troubleshooting and information sharing among colleagues.
- Ensured optimal server uptime, monitoring system health and performing routine maintenance.
Systems Administrator II
Prosodie Interactive
01.2007 - 11.2012
- Resolved escalated help desk tickets promptly, providing high-quality support to end users experiencing technical issues.
- Assisted in the onboarding process of new employees by setting up workstations, provisioning accounts, and providing initial IT training as necessary.
- Delivered Tier 2 and Tier 3 support for problem identification, diagnosis and issue resolution.
- Tested software remotely and onsite for server sets to maintain operational readiness.
- Enhanced system security with regular patch updates and vulnerability assessments.
- Implemented backup solutions, ensuring data integrity and availability in the event of a disaster or system failure.
- Maintained detailed documentation of network configurations, protocols, and procedures for efficient troubleshooting and information sharing among colleagues.
- Configured and tested Windows Server operating systems with roles features.
- Supported remote workforce needs by configuring secure VPN connections enabling them to access critical resources from any location.
- Ensured optimal server uptime, monitoring system health and performing routine maintenance.
- Performed software installations and upgrades to UNIX or Windows operating systems.
- Maintained strong working relationships with cross-functional teams, collaborating on joint initiatives that supported organizational goals.
- Increased team productivity by automating routine tasks, allowing more focus on strategic projects.
Education
No Degree - Computer Programming
Ridge Technical College
Auburndale, FLHigh School Diploma -
Auburndale Senior High
Auburndale, FLSkills
- Customer support
- Cross-functional support
- Escalation procedures
- Incident management
- Software troubleshooting
- Network analysis
- System administration
- Teamwork
- Teamwork and collaboration
- Customer service
- Problem-solving
- Attention to detail
Languages
English
Full Professional
Timeline
Lead Escalation Engineer
Cloud Software Group
02.2023 - 01.2025
Senior Escalation Engineer
Cloud Software Group
02.2022 - 02.2023
Cloud Ops Engineer 2
Citrix Systems Inc
11.2018 - 02.2022
Escalation Engineer
Citrix Systems Inc
03.2013 - 11.2018
Systems Administrator II
MCNA
10.2012 - 03.2013
Systems Administrator II
Prosodie Interactive
01.2007 - 11.2012
No Degree - Computer Programming
Ridge Technical College
High School Diploma -
Auburndale Senior High
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