Guilder Milliner

Hi! I'm a Senior Application Support Engineer with over 15 years of experience in troubleshooting and customer management. I am transitioning into a Software Developer.

I'm about to finish a BA in Computer Science and will like to work as a Backend programmer using languages like .NET C# and Rust. I've even been taking extra courses on Pluralsight and LinkedIn Learning to hone my skills in software development.

One thing that's important to me is my family. I believe in a work-life balance where I have time for the things that matter most. I want to find a company that values that too.

I'm excited to see where this next chapter takes me. Let's connect and chat more!

•   Achieved customer satisfaction by providing technical support and solutions for a range of Citrix solutions, mainly Desktop as a Service    (DaaS), Virtual Apps and Desktops (CVAD), Application Delivery Controller (ADC) 
•   Maintained an assist In the planning and execution of migration from on-prem to cloud base solutions and the Greenfield deployments.

•   Delivered product demonstrations and training on product features and best practices, resulting in improved product adoption

•   Maintained a book of business with over 50 customers, handling post-sales inquiries and overseeing implementations.
•   Led technical initiatives, collaborating with cross-functional teams to identify and resolve complex technical issues.
•   Maintained an up-to-date knowledge of the latest technologies and industry trends, contributing to improvement of support processes.

 

•   Led and managed a high volume of support requests, consistently meeting or exceeding team targets and achieving a resolution rate of 80% or higher.

•   Contributed to the creation of knowledge-base articles, resulting in increased efficiency and reduced resolution time for technical issues.

•   Maintained knowledge of company products and services, contributing to efficiency and reduced resolution time for technical issues.

•   Conducted in-depth analysis of software logs, successfully reproducing and diagnosing complex technical problems. 

•   Collaborated closely with cross-functional teams to develop and implement effective solutions, reducing escalations by 25%.

•   Remained current with the latest technological advancements and industry trends, continuously implementing innovative solutions that enhanced support processes and technical offerings.

 

•    Supported applications such as Migration Manager for Exchange that migrated mailboxes and their corresponding Active Directory objects.  From  IBM Lotus Notes or legacy exchange servers to Exchange 2019 on-prem or MS O365 

•    Assisted in identifying and resolving improper or deficient setup of IBM Domino server, Novell GroupWise server, MS Active Directory, and MS Exchange/O365 configurations to ensure a successful migration.

•   Monitored network systems and servers to ensure optimal performance and availability.

•   Investigated and resolved complex technical issues related to system configuration, installation, and maintenance, utilizing technical tools such as log analysis, system monitoring, and debugging.