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Manager Customer Service

Dacula, Georgia, 30019, United States
February 08, 2018

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Crestard Falohun

Cell: 404-***-****


Versatile professional who works well as both part of a team and independently. Driven and determined with strong organizational skills coupled with more than 15 years of experience in multiple roles.

Professional Experience 2003 to Present

Content Engineer 2014 to Present

Design, develop and implement Content Management Systems (CMS) solutions to support the technical capabilities at Autotrader (Cox Automotive).

Support Agile teams with DEV/QA/Pre-Production and Production content deployments

Production On-Call Support for 6 am or earlier deployment and maintenance activities

Coordinate and assist with the upgrade of AEM 5.6, 6.0, 6.1 and 6.2

Maintained and developed content for the Rhythmyx CMS legacy application

Trained Agile team member and business associates on Author best practices

Created an AEM development best practices document for team members

Supported software engineers in the installation of AEM to their TAXI (Development Servers) content support for many projects across Cox Automotive

Experience with multiple solutions for legacy content migration to AEM

Collaborated with Adobe Support and Daycare engineers on production concerns from initiation to resolution

Resolved multiple content issues related to over 1500 articles currently live on

Assigned and resolved tickets received for QA and Production concerns

AEM administrator for Dev and QA local Linux installations

Contributed to the creation of the Autotrader CMS runbook (AEM and Rhythmyx)

Success Criteria

Work effectively in a fast-paced environment

Contribute to multiple projects

Possess good communication skills, both with team members and business contacts

Experience with Agile delivery method

Knowledge of version control (CVS, SVN, GitHub)

FAST ESP Search Engineer 2007 to 2013

Investigating, troubleshooting and resolving Search problems (Footprints, documentation, knowledge base, etc.)

Coordinating downtime/unavailability with the project teams and other affected areas

Modifying shell scripting (loads, scheduled work, etc.)

Prepare EVAL environment ESP Deploy with PROD data for testing scenarios

Query Performance

User management, i.e, creating new users maintaining roles.

Prepare and present technical sessions to the entire Search Engine Team (Dev and Platform SEs).

Partner with our users to ensure they are successful

Provide Simply Outrageous Service (SOS)

Participate in the Search Engine On-Call rotation

Business Category

Contacting Project managers/Data Architects to translate business requirements into code changes (index-profile, pipeline, API content/query, search profiles)

Coordinate with Platform SEPs for different tasks

Participate in meetings for design/changes

Work on addressing/resolving Change Requests, Defects and Projects

Participate in PROD deployments (new Releases, fixes, etc.)

Support the Portfolio's Account Managers with their needs

Participate in the Architectural discussion of new environments (Load Test)

Define standards and processes for Search (development)

Providing support to application development on Search technical issues and techniques

Technical Category

Logical/Physical Design (work with Data Architects - Data Modeling)

New and existing (index-profile, API content/query, Search Profiles)

Maintenance of existing content pipeline stages

Maintenance of source code in SVN per standards

Maintaining and managing Search Engine standards so that there are stability and continuity between

the DEV/QA/ and PROD environments, that is, the environments are in synch with exception of

current CR’s/projects being migrated through the environments.

Data changes/conversion using Python scripts

Understanding performance requirements for Development, QA, and Prod environments.

Keeping Search Engine passwords secure per Security policies dictated by the SEP Team

Develop back out plan

Work on Daily alerts and fix them (DEV, QA).

Configuration/Application Support Analyst 2005 to 2007

Manage the deployment of application code and environment configuration

Ensure DEV and QA environment availability and maintain a thorough understanding of environment setup and configuration

Work effectively and independently on multiple complex activities and projects

Create and/or enhance UNIX shell scripts related to code deployments and environment configuration

Enhance, execute and debug multi-platform build processes working with development teams to resolve build issues and dependencies

Point person to manage the resolution for any environment-related issue in DEV, QA, and PRODUCTION.

Manage issue management process in the Product Development applications

Proactively work to coordinate issue tracking, resolution, and notification

Work directly with internal customers to identify, investigate, and resolve technical issues

Assist in the production coordination and release management

Monitor, anticipate and prevent issues occurring during the deployment process

Report and escalate issues as needed

Track code deployments and release versions

Develop tools and procedures to facilitate the proper usage of the configuration management process

Develop and maintain support documentation

Spot Bonus recipient in 2006, voted by my peers for service excellence

Technical Customer Care Analyst 2003 to 2005

Employee of the Month for January and November 2004.

Inventory Management Employee for the Quarter 4th Quarter 2004.

Subject Matter Expert (SME) for CARS 2.0 Pilot Program.

Represented at the Earthlink Job Fair.

Processed and investigated updates to listings sent from

Assisted in maintaining the Online Registration Access database.

Served as the departmental point of contact to resolve incident requests, modify source keys and verify inventory from

Personally, maintained updates on the Technical Customer Care training manual.

Contributed to the ‘did you know’ email that informs associates on new processes, procedures, tips, and shortcuts.

Resolved data and image issues using SQL and UNIX while providing solutions to the customer.

Compiled training documentation on SQL and UNIX fundamentals for new hires.

Facilitated; inter-departmental training, team building events, 90 days accelerated sales training.

NEXTEL Communications/Teletech Inc./IBM 2000 to 2003

Senior Technical Support Technician

Top Performer on 2003 year-end evaluation.

Selected for 9/11 Task Force to aid police, firefighters, government personnel, and emergency crews in making sure units were activated and operational.

A catalyst for the implementation of the National Tech Support for Nextel Communications.

Resolved escalated or complex customer issues received from customer care.

Coached and mentored first tier teams in troubleshooting procedures.

Worked closely with local Engineering firms on new processes and system upgrades.

UNIX operating system used to analyze and observe system functions to verify proper operations and detect errors.

Toys R Us Inc., Duluth, Georgia 1994 to 2000

Sales Supervisor

Played an explosive role in the building, merchandising and training of new associates at a new location in the Gwinnett area.

Contributed to a 41% decrease in shrink from returns of damaged merchandise.

Directed and supervised over 50 employees engaged in sales, inventory-taking, reconciling cash receipts, or performing specific service such as unloading a truck.

Above Expectation on many of my performance reviews during tenure.

Monitored and controlled resources and overseeing the spending of money. (Petty cash)

Supervised the appropriate use of equipment, facilities, and materials needed to perform daily duties.

Education and Training

Georgia Gwinnett College

B.S. Information Technology – Enterprise Systems

Gwinnett Technical College

A.A. Computer Information Systems

FAST University


Getting Started with FAST ESP

Enterprise Search Essentials

Fundamental of Developing Search Applications

Advanced Customization of Search Applications

Amazon Web Services University

Introduction and Configuration

Adobe Experience Manager (AEM)

AEM 6 Developer Training

CompTIA Security+ SY0-501 (projected completion February 2018)

Selected Professional Development

Manager Training Program, Conflict Resolution, Customer Service, Diversity Training, Business Writing & Grammar Skills, UNIX Shell Scripting, Amazon Web Services (AWS), SOLR

Software Proficiencies

Microsoft Office Suite, Windows Operating Systems, SQL, FTP, UNIX fundamentals, Rhythmyx (CMS), JAVA, HTML, Adobe Experience Manager (AEM)

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