Manager Quality Assurance

Kokou Sodjinsi

***** *. **** ***, ******, CO ****9

*** 303-***-**** *********@*****.***

Executive Summary

Over 11 years of bilingual (English / French) experience as a Support Analyst, Technical Analyst, and working with

team leaders of information technologies, leading, innovating, designing, implementing, operating, maintaining,

supporting and streamlining IT organizations to enable business growth. Proven track record of: solving technical

difficult problems, building, activating, installing, and testing processes; automation integration across various

systems and tools; workflow presentation to users and overall end to end processes. Demonstrated successes in

enterprise architectures, data center operations, business applications, telecommunications, help desk, cloud

computing, backups & disaster recovery, middleware software, project management, software development,

networking, compliance security, and technology standards. Other areas of knowledge include:

• Project Management

• Business Cost Improvement and containment

• Team Building, Team Leadership

• Technical decision making process

improvement

• System Integration and Risk Management

• Technical Support including PCs, servers, and

handheld devices troubleshooting

• System Analysis and Control framework

• SDLC (System Development Life Cycle)

Waterfall and Agile project methodologies

• Infrastructure Systems Analysis and Design

• Knowledge of Sun, IBM, HP, Dell and Cisco hardware

• Knowledge of TCP/IP functionality, and networking

• Experience with Data Center Management, systems administration and troubleshooting

Familiarity of the following: SAP, SQL Server, MS Project, Oracle, MySQL, HTML, CSS, Microsoft office suite,

VBScrpit, C++ programming languages, Windows (XP, Vista, 7), Marimba, Citrix, Symantec, Altiris, BigFix,

VMWARE, ERP, and Oracle database report support, CITRIX, Support of .NET and ASP.NET applications,

Remedy ticketing systems.

Experience

Staples, Aurora, CO

IT Technical Analyst July 2010 – Present

Provided technical managerial leadership and IT technical support for call center’s IT department to provide

enterprise solutions and support to Staples’ offices in the United States, Canada, Europe, Australia, and Asia.

Manage IT projects, and function as a project principal within the department.

Assist in the preparation of department budgets and business plans involving purchasing new services,

hardware, software, and other IT supplies.

Apply technical support concepts to analyze application problems and resolve complex issues that may have

strategic impact.

Software testing, deployment, and upgrade.

Gathering software and hardware requirement.

Systems migration for accurate performance

Monitor day to day use of IT systems / Telephony, identify and resolve software and hardware issues on the

infrastructure and data delivery networks (LAN and WAN).

Provide 2nd and 3rd level enterprise support for local and remote users over the phone, in person, online, or

by e mail.

Interact with system engineers, application support teams, developers and telecommunication technicians.

Isolate and fix problems in malfunctioning equipment or software.

Perform standard network administration (Windows 2003), Active Directory, and other projects

Define, document, communicate, and prioritize business requirements.

Corporate wide software troubleshooting including PC Hardware and software on Windows XP and

Windows 7 platforms.

Install, diagnose, repair, maintain, and upgrade, all Windows desktops & server hardware and software,

printer, and blackberry to ensure optimal systems performance.

Troubleshoot, test, maintain, and support, desktop computers, laptops, and other peripherals throughout the

enterprise.

Coordinate scheduled system upgrades and daily back up processes.

Create and configure Virtual Machines (VMs) and allocate corresponding system resources as requested by

development organizations.

Maintenance and patching of existing Desktops, Laptops, and VMs.

On daily basis, I use my analytical skills to review information and formulate alternate solutions to

problems in both hardware and software areas.

Manage and maintain infrastructure Asset inventory for the organization

CISCO and AVAYA Call Manager, IP telephony configuration (Create VOIP phone, and manage Voice

messaging in Call Manager).

Troubleshoot VPN problems, CITRIX and other connectivity issues for remote users.

Corporate Express, Broomfield, CO

End User Support Analyst April 2008 – July 2010

Ensured desktop computers interconnect seamlessly with diverse systems and security including associated

validation systems, file servers, email servers, computer conferencing systems, application servers, VPN,

CITRIX, Active Directory, and other administrative systems.

Trained and oriented staff on use of hardware and software.

Troubleshoot, test, quality assurance of server hardware

Maintained inventory of all hardware and software resources and parts.

Maintained excellent communication with all end users and other members of the technology department.

Executed other assigned tasks as delegated by the business and IT Director.

Corporate wide software and hardware troubleshooting on Windows XP, Win 7 platforms, and UNIX.

Resolve hardware issues via Remedy trouble ticketing

Blackberry and other handheld devices (iPhones, tablets, and iPads) support and troubleshooting

Created and maintained desktop images.

Rack, build, cable, configure and provision servers and Network equipment

Assisted with IT projects as needed.

Worked with outside vendors as needed. Package, test, deploy and update software.

Performed network and PC installation, troubleshoot, maintain and resolve related problems.

VOIP telephone and voice mail setup / administration.

Great West Life and Financial Services, Englewood, CO

Workstation Support Analyst June 2002 – April 2008

Served as a Workstation Support Technician for a company of 6000+ employees.

Troubleshooting PCs Software and Hardware on Windows and UNIX platforms for the department, and

VPN connectivity issues.

Resolve hardware issues via Remedy trouble ticketing

Assisted users and business with PC, server, network and software problems.

Identified user training needs, develop and deliver technical training.

PC imaging and deployment specialist. Built images according to departments’ needs.

Installed and troubleshoot applications company wide.

Blackberry Support and troubleshooting

Troubleshoot, test, quality assurance of server hardware

Helped customers over the phone, online or onsite. Local or Network printers’ support.

Performed hands on fixes, including software/ hardware install and upgrade, implementing file backups,

and configuring systems and applications.

Education

Regis University, Denver, CO

Bachelor of Science in Computer Networking (Cum Laude Honor) January 2006

Université de Lomé, Togo

Bachelor of Arts in French Literature and Communications December 1994

Certificates

Regis University, Denver, CO

Enterprise Resource Planning (ERP) utilizing SAP December 2012

References:

Derrick Walker 303-***-****; IT Manager, known for 5+ years; email: *******.******@*******.***

Suhdir Stephen 303-***-**** System Admin; Great West Life, known for (8 years); email: *****@***.***

Bobby Kim 303-***-****; IT Analyst Staples; known for (5 years); email: *******@*****.***

Rudy Anguiano 303-***-****; IT Supervisor Staples; known for (5 years); email: ****.********@*******.***

Terry Erp 303-***-****, IT Manager; Great West Life; known for (8 years); email: ****@***.***

Francis Klutse 303-***-****; friend and IT Manager; Level 3 Communications; (Over 15 years); email:

**********@*****.***

Contact this candidate