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!

Customer Success Engineer Citrix Nov 2020 - Present• 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.

Senior Support Engineer Citrix March 2016 – Nov 2020• 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.

Migration Support Senior Analyst Quest Software Sept 2014 – Feb 2016• 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.

Network Operation Center Analyst

Auxis Nov 2013- Jul 2014• Monitored network systems and servers to ensure optimal performance and availability.

Support Engineer for HP Operation Manager Hewlett Packard Oct 2007 – Oct 2013• Investigated and resolved complex technical issues related to system configuration, installation, and maintenance, utilizing technical tools such as log analysis, system monitoring, and debugging.

Bachelor of Science in Computer Engineering Universidad FidélitasHeredia, Costa RicaGraduation Date 2023AZ-900: Azure Fundamentals Certified MicrosoftHeredia, Costa RicaDate 2021