FERNANDO CODINA

Coral Springs, FL *****

954-***-****

ady5t7@r.postjobfree.com

https://www.linkedin.com/in/fernando-codina-a64b845/

Highly qualified technical support engineer with over 15 years of experience assisting customers with various hardware and software-related issues with strong problem-solving, and analytical skills in a technical environment. Provided in-depth technical support to clients at a tier 2 level, and created publicly-facing knowledge-based articles. Saved a 2-million-dollar purchase order by resolving technical issues with Linux virtual desktop agent. Mentored and trained new support engineers on Citrix storefront server, Linux virtual desktop agent, and receiver for Linux. Provided support for enterprise customers in North America, EMEA, and APAC. Languages, English and Spanish.

CERTIFICATIONS:

•MCSA

•Linux+

•ACDS (Avocent Certified Deployment Specialist)

•Citrix Certified Enterprise Engineer

•Citrix Certified Professional-Virtualization

•Citrix Certified Administrator-NetScaler

•Citrix Certified-Networking

•Citrix Certified Administrator-XenServer

PROFESSIONAL EXPERIENCE:

Site Reliability Engineer Cohesity, Inc. 2021-2022

•Deployed, provided maintenance, and was in charge of operations on Cohesity clusters deployed worldwide.

•Developed scripts and frameworks for automating repetitive tasks

•Proactively monitored and managed the availability of clusters and associated applications

•Prepared performance analysis, and tuning, provided recommendations on issues, and suggested cluster expansion if required

•Defined and drove changes to the Cohesity Data platform to the product engineering teams based on feedback from deployments

•Worked on debugging and resolving technical issues with the CentOS Platform

Senior Support Engineer Citrix Systems, Inc. 2013-2020

•Provided post-sales technical support to Citrix customers via phone and Go-To-Meeting screen-sharing sessions on the following products: Citrix Secure Gateway, StoreFront, Web Interface; XenApp, Linux VDA, and Receiver for Linux.

•Frontline technical support SME for Receiver for Linux

•Created internal and public-facing knowledge-based articles

•Mentored and trained new frontline engineers

•Coached, Assisted, and mentored other Engineers through direct interaction, DLs, and forums

•Handled high-priority cases (highly technical, politically hot, red accounts, etc.) and served as an intermediary between technical relationship managers, management, and customers’ IT administration

•Wrote and published Knowledge Base articles in Citrix’s online knowledgebase

•Worked closely with management and leadership from all teams to provide our customers with the best customer service and solutions

•Documented cases, recommendations, and resolutions clearly in the CRM system

•Troubleshoot and Managed the Citrix NetScaler ADC Gateway

•Administered core Microsoft technologies and Microsoft Active Directory

•Able to work under strict deadlines, multi-task, and prioritize across multiple projects

•Experienced in implementing VDI

Professional Services, Technical Analyst Avocent Corporation 2005-2011

•Delivered technical problem resolution to Avocent customers, their technical staff, and pre-sales engineers through telephone support, WebEX, and 24x7 on-call support

•Performed pre/post sales installation, configuration, and best practices customer training services at customer sites, and additional assistance to Level I staff to augment customer problem resolution

•Created a simulation or recreation of the customer's problem in order to analyze potential causes and the best course of action

•Contributed with information and product feedback to engineering to assist in resolving design issues

•Supported sales activities in a pre/post-sales technical role by managing the technical implementation process from requirements analysis through successful installation and acceptance

•Served as liaison between the customer, Field Operations, and Engineering for problem resolution

•Created knowledge base articles

•Maintained detailed descriptions of customer contact, analysis or problem, and action taken in the call management system

•Installed, configurated, and administrated Microsoft Active Directory, Novell SLES, and Red Hat Enterprise Server environments

•Served as Technical Account Manager for EDS

Territory Account Manager Script Logic Corporation 2003-2004

•Built and managed assigned sales territory via direct and channel sales

•Provided Webex presentation of products to end users and partners

•Acquired a thorough understanding of federal and local government contracting and procurement processes.

•Managed over 15 reseller partners and relationships with a distributor base

•Assisted in training new sales representatives on products and internal systems

Territory Account Manager Alternative Technology, Inc. 2000-2002

•Developed new business by successfully recruiting VARs in the southeast region of the U.S. and Latin America

•Increased sales in the assigned territory from $160,000 to $3,000,000 +

•Assumed customer ownership role for the assigned geographical territory

•Performed inbound and outbound calls to achieve daily and quarterly sales goals

•Negotiated pricing, prepared sales quotes, and expedited sales order functions to successful execution

Languages Spoken:

English

Spanish

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