Sebastian S.

About Sebastian S.

Current job and educational experiences have given the skills necessary to succeed as an IT manager:upgrading hardware, recreating networks, planning and implementing a new system migration,administering database, and developing applications that provide solutions for business needs.

Experience

1. Lead Escalation Engineer

   Citrix

   Oct 2021 — Present

   Resolve the most technically complex and mission-critical customer issues- Take ownership of complex customer escalations by using appropriate communication planning and follow-through that helps drive confident communication- Act as an effective technical interface between the customer and 3rd Level Engineering / Product Development -by providing clear issue documentation and by leveraging productive cross-functional working relationships with senior-level players in their area of expertise- Provides problem report prioritization for Engineering in at least one core Citrix product- Act as an SME (Subject Matter Expert) in at least one core Citrix product and demonstrates a solid understanding of at least one adjacent product- Mentor junior members of the team around technical case management- Collaborate with other teams to write & review complex technical articles and case studies for the knowledgebase leveraging the customer reported cases, product specifications, and wide-ranging experience- Develop and review advanced technical training for internal and external audiences across multiple products or components- Refine existing project management skills through participation in projects as a stakeholder or sub-team leader

Education

• Keller Graduate School of Management of DeVry University

  Master's of Science (MS), Management of Information Systems with a concentration of Information System Tools

  2012 — 2014

• DeVry University

  Bachelor’s of Science for Computer Information Systems, Web Development and Administration

  2008 — 2011