As a Director for the Tech Support organization in the Americas, Jim is responsible for the Escalation team that provides the bridge between the customer and the Engineering resources to resolve the most complex and impactful cases.
Jim has been with Citrix since 1999 and leads a team of 100+ global resources that are product and technology diverse. Throughout his tenure he has established and maintained many different teams each providing valuable insight and opportunities to build cross-team collaborative relationships and processes.
Jim has represented Citrix across a spectrum of levels ranging from developing and presenting technical trainings at Synergy to executive briefings with customers and partners. His direct experience working with, then leading, the critical situation team developed a valuable customer centric methodology that he works to instill across Tech Support team.