Engineer Customer Service

PAUL ROMANENKO

**** ******* ***** *** *********: 561. 364. 1870

Boynton Beach, FL 33436 Cell: 561. 386. 5251

abmmbg@r.postjobfree.com

SUMMARY

Committed to understanding business needs with extensive experience

assessing and resolving problems. Implemented solutions customized for

local and global environments by using technical and inter-departmental

resources. Proven communicator with customers, executives, and technical

staff utilizing negotiation, presentation, and mentoring methods.

AREAS OF EXPERTISE:

Extensive customer service experience MCITP 2008 Enterprise Certified

CCA (Citrix Certified Administrator) CSS (Certified Support

Incident management / reduction of time to Supervisor - SSPA)

resolution Strong troubleshooting skills

Account/ customer retention Mentoring and motivating

Critical situation management Training

Creative problem solving

PROFESSIONAL EXPERIENCE

CITRIX SYSTEMS, Ft. Lauderdale, FL 1998 - 2009

Citrix Systems, Inc. the global leader in Application Delivery

Infrastructure. Over 215,000 organizations worldwide rely on Citrix

to deliver any application to users anywhere with the best

performance, highest security and lowest cost.

Technical Support Account Manager- Supervisor (2008- 2009)

. Support to Directors and Senior Management Initiatives

o Created a trend analysis to accurately forecast $19M yearly

revenue projections.

o Restructured customer account base through regionalization

resulting in improved inter-departmental communication, renewal

rate and overall customer satisfaction.

o Improved account retention through collaboration with corporate

account representatives and assigned regional account managers

increasing monthly contract renewal rates from 65% to 80%.

. Strategic Planning

o Developed disaster recovery process and procedures for worldwide

HQ and remote technical support teams.

Senior Support Technical Lead (2002- 2008)

. Technical

o Developed the concept of off-line support and established the

team to resolve advanced technical issues, providing customers a

single point of contact and issue ownership; increasing

accountability, improving communication, and total customer

satisfaction.

o Recognized as escalation point for: critical issues, sensitive

customers, and on-site deployment; increasing customer

satisfaction, and decreasing negative customer interactions.

o Provided immediate in-depth guidance and technical solutions to

level one and level two support engineers, end users, and

channel partners; reducing time to issue resolution and

identifying root cause.

o Completed user dump and network trace analysis to identify

hidden issues, reducing escalations.

o Contributed extensively to internal knowledge base providing

documentation on troubleshooting steps, methodologies, and

resolution of known issues; greatly improving first call

resolution by level one support engineers.

o Participated in new product testing ensuring quality and

functionality of future releases.

o Created and maintained technologies lab providing live

environment for training and reproduction of customer issues;

allowing support engineers to reproduce customer issues.

. Training:

o Changed training methodologies and customer call routing to

allow calls to be connected based on technology and skill set

rather than first available engineer.

o Provided training to various support teams aimed at developing

their technical capabilities.

o Conducted monthly/annual individual and team performance reviews

to assure achievement of personal, team, and departmental goals.

Level One and Level Two Technical Support Engineer (1998- 2002)

. Resolved customers technical issues with appropriate techniques and

tools.

. Maintained above average issue resolution rates and call volume

resulting in multiple "employee of the month" awards.

ECOLAB, Palm Beach, FL 1996 - 1997

$5.5 billion company providing health and safety products.

Territory Manager

. Expanded market share of corporate accounts through direct customer

marketing and product presentations.

. Consistently exceeded quarterly revenue expectations by 10%.

RITZ-CARLTON PALM BEACH, Manalapan, FL 1992 - 1996

A luxury resort offering full service and amenities.

Assistant Executive Steward

. Oversaw all facets of department operations and management of 65 staff

members.

. Coordinated goals with Executive Committee to assure quality and

customer standards for all events and functions.

. Identified, proposed, and implemented cost control measures with

automated tracking of various types of inventory, increased awareness

of loss prevention programs, and decreased payroll costs.

EDUCATION

Bachelor of Science (BS) Hospitality Management Summa Cum Laude

Lynn University, Boca Raton FL.

Associate of Science (AS) Computer Networking Administration High

Honor Graduate

Keiser College, Ft. Lauderdale FL.

CERTIFICATIONS

Microsoft Certifications:

Microsoft Certified IT Professional (MCITP) 2008 Enterprise

o Windows 7 -Charter Member

Microsoft Certified Systems Engineer (MCSE) Windows 2000

Microsoft Certified Systems Engineer (MCSE) Windows NT 4.0

Certified Support Supervisor (CCS): Service and Support Professionals

Association (www.thesspa.com)

Citrix Certifications:

. Citrix Certified Administrator (CCA) -Presentation Server 4.0/XenApp

5.0 for Windows 2003

SOFTWARE EXPERTISE

Skilled in utilizing the following:

. Microsoft Operating Systems -Windows

2008/2003/2000 Server, Windows 7, Vista, XP

. Microsoft Office Suite - Word, Outlook, Excel, PowerPoint

. Citrix MetaFrame, XP, and 4.0 platforms

. Vantive CRM

. Avaya CMS Supervisor

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