Jonathan Thompson

Currently I provide support on various Citrix Enterprise Products in production, proof of concept, and test environments. I am working with assigned accounts in verticals such as healthcare, government, and financial to proactively provide best practices recommendations, upcoming release info, hotfixes, events related to products, production enterprise environments. Additionally, I work with software product management, engineering, sales, and consulting to advocate on the customers behalf when issues arise or use cases are discovered. I streamline time to resolution on Citrix related support issues by understanding the customers environment and Citrix Technologies at an expert level. I work with third party vendors to provide best effort support on customers issues and not leaving customers to go at it alone when our products are still involved. Often taking support to the next level and providing a world class customer experience. I also track billable time on support contracts, plan and manage travel and expenses associated with customers contracts, maintain environment documents, work support issues, contribute to the company knowledge base, mentor other employees, and mange customer expectations in a remote support and customer facing role.