Citrix Systems
Company: Citrix Systems, Fort Lauderdale, FL
Company Description: Citrix designs, develops and markets technology solutions that enable information technology, or IT, services to be securely delivered on demand - independent of location, device or network. Our customers achieve lower IT operating costs, increased information security and greater business agility using Citrix technologies that enable virtual computing.
Nomination Category: Customer Service & Call Center Awards Individual Categories
Nomination Sub Category: Front-Line Customer Service Professional of the Year
Nomination Title: Livius Gonzalez, Front-Line Customer Services Professional
Tell the story about what this nominee achieved since the beginning of July 2011 (up to 500 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:
For his continual dedication and excellence, Citrix nominates lead technical support engineer Livius Gonzalez for the Front-Line Customer Service Professional of the Year Award. Livius not only goes above and beyond to resolve complex customer issues and assist his teammates, but he also assists other teams with troubleshooting, whether it is at a customer site, trade show, during early morning hours--whatever it takes.
PRODUCT SUPPORT KNOWLEDGE WITHOUT EQUAL
As an example of assisting other teams with their customer issues, Livius assisted the Sales team while they worked on a Proof of Concept for a customer. The customer was in the process of evaluating three Citrix products and decided to leverage Citrix technologies for a project they call "Hardware Independence" to help their organization provide a Bring Your Own Computer program for over 5,000 external field agents. Livius helped the system engineering team with their Proof of Concept for the product integration portion of the environment.
In June of this year, Citrix Technical Support management received this statement from a senior sales engineer: “…I’m writing to let you know of exemplary service one of your engineers provided. Livius Gonzalez was referred to me by a colleague as being a Merchandising Server expert. Livius was gracious enough to take time to review a Merchandising Server configuration within the Proof of Concept environment. He was not only extremely knowledgeable but was happy to assist. I’m sure Livius is a valuable member of your staff and hopefully you have more engineers like him.”
WILLING TO HELP BEYOND HIS CORE DUTIES
At a recent Citrix annual trade show, Livius again proved his eagerness to help. In a letter to the call center manager where Livius works, a trade show booth manager wrote: “…I ran the company store booth at the trade show and we had a day where our POS system was down and creating headaches. Livius was good enough to come spend a couple of hours working on the system and getting it running for us. He also spent time with me showing me how to fix the issue if it came up again and created some documentation that is now saved on the desktop for any future issues. “I can’t tell you how much I appreciate the amount of work and time he spent helping me at this event. Thank you for fostering the spirit of teamwork and interdepartmental cooperation.”
ABOVE AND BEYOND SUPPORT
In a recent query by a customer, Livius was asked if there were any Citrix documents that addressed a problem that the customer was having. Rather than point the customer to the various documents and have the customer fend for himself, Livius took the initiative to compile the information into a step-by-step procedure that specifically suited the customer’s need.
TECH LEAD HALL OF FAME
Word of Livius’ commitment to quality is spreading through the corporation. One manager in the home office received an e-mail praising Livius and forwarded the e-mail to Livius’ manager, saying: “Continued dedication and excellence that hearkens back to days of hall of fame Tech Leads....though they are remembered only in the minds of the ones who experienced them...”
Provide a brief (up to 100 words) biography about the nominee:
Livius was born was born in Asuncion, Paraguay, South America and raised in Miami Springs, Florida. He is married and has three children and one grandchild. He has spent the past ten years working in the IT industry (IT Manager, IT Director, Systems Engineer, IT Consultant) and has been at Citrix for two and a half years.