Sean Miller
Cary
Summary
Dynamic Technical Support Engineer with a proven track record at Citrix, excelling in customer service and Salesforce case management. Adept at resolving complex issues through effective cross-team collaboration and training delivery. Recognized for enhancing knowledge base documentation and improving escalation resolution processes, ensuring high-quality support and customer satisfaction.
Overview
11
11
years of professional experience
Work History
Technical Support Engineer - Tier 2
Progress ShareFile
11.2022 - 05.2025
- Delivered customer support via phone, email, and chat while managing multiple active cases
- Documented issues and resolutions using Salesforce and Jira
- Coordinated with internal and development teams on escalated issues
- Trained Tier 1 engineers and maintained internal knowledge documentation
Technical Support Engineer
Citrix
10.2014 - 11.2022
- Provided first-level customer support via phone, email, and chat
- Managed support cases in Salesforce and ensured timely resolution
- Reproduced and escalated complex issues to higher-tier teams
- Contributed to training and documentation initiatives
Education
Associate of Applied Science - Internet Technologies
Wake Technical Community College
Raleigh, NCSkills
- Customer service excellence
- Phone, email, and chat support
- Salesforce case management
- Precise documentation
- Knowledge base development
- Multitasking and prioritization
- Escalation resolution
- Cross-team collaboration
- Training delivery
References
References available upon request.
Timeline
Technical Support Engineer - Tier 2
Progress ShareFile
11.2022 - 05.2025
Technical Support Engineer
Citrix
10.2014 - 11.2022
Associate of Applied Science - Internet Technologies
Wake Technical Community College