Summary

Solutions-driven professional with *+ years of experience providing rapid and client-focused technical support across North America branches

IT Manager for almost 10 years with a telecom company

Able to drive results in a team-based environment

Ability to collaborate effectively with individuals within and outside the department

Outstanding interpersonal strengths illustrated by multiple service awards

Areas of Expertise

Troubleshooting, Root Cause Analysis, Issue Resolution

Rapid Ticket Response Times - Remedy, ServiceNow and various monitoring tools

Customer service and phone support skills

Good knowledge of Main-frame, Linux/Unix.

Good knowledge of DBMS and SQL and Data Modeling Software

Fluent in English, French and Vietnamese

Professional Experience

Citi Group Technology - San Antonio, Texas – August 2011 – 01/07/2017

AVP, Systems Specialist 4

Tier 2 technical support for Citi Financial and Citi Bank North America branches:

Maintain UNIX server reloads and backup restorations

Provide technical support to Level 1 Help Desk for applicable hardware and software

Provide technical support of proprietary software

Assist field technicians with diagnostic server, UPS,desktops, and printers

Provide assistance to branch work stations for a variety of issues, including software installation and connectivity problems

Produce EOD reports and escalate technical issue with vendor

Work at ATM Security and COE Release Management to monitor and correct various ATM issues

Schedule, deploy patches and marketing packages to ATMs.

Consultant Techni Source –San Antonio, Texas – July 2008 – August 2011

French Help Desk Support at Citi Financial

Skill in Severity 1 Escalation, Blackberry, Remote Access and Voice technical support

Provide technical support to end users utilizing remote access technologies in the resolution of software and hardware problems, password resets, connectivity issues and other tasks

Earned numerous "Employee of the Month" awards for comprehensive technical knowledge and outstanding customer service.

Consultant and partner ADS Inc. -Charlotte, North Carolina -2006- July 2008

Database developer

Analyze and develop an RDBMS for Office for Refugees & Immigrants in Boston, Mass.

Write full-specification and installed POS systems (hardware and software) for two restaurants and a beauty salon including the implementation of LAN and websites.

Free-lance. San Antonio, Texas – Consultant- Feb 2000-2006

SOHO installation – Web design, development and implementation for various community organizations

Installed network, databases for insurance company and restaurants (POS systems).

Build E-commerce web sites

Ajilon U.S Operation - Research Triangle Park, NC - February 1998- February 2000

Baan Senior Analyst – Supply Chain Management

Joined the Carrier Solutions Monitoring team as a 2nd tier technical support to handle escalation processes and advise other support professionals while working via phone, email, and chat on Technical Bridge covering North America production sites. (Nortel Network)

Responsible for critical, scheduled jobs and day-to-day production

Served as deployment member & Technical Lead of Y2K team

Managed the installation of ERP modules, including scheduling, data migration feasibility, and code remediation.

Provided BaaN liaison support for end users.

Bell Canada Enterprise Montreal, Quebec Canada - Feb 1990 – Feb 1998

IT Manager

Bell Sygma Telecom Solution/Data Warehouse Group

Manager responsible for user data requirements for Quebec area

Member of the Data Mart (DM) project aiding in the creation of an inventory application for telecommunication hardware.

BTO Application System Manager

Develop and customize ERP software following the company’s new, business requirements.

Implement standard documentation and procedures.

Detail Engineering

Analyze and develop a system expert, corporate application in Visual Basic: AutoSpec.

Normalize engineering data and design-related database.

Micro Centre (Special Billing)

Team leader of the Special Billing support team:

Performed hardware and software installations

Provided high-level customer care, training, and technical support.

Wrote and maintained parsing application for billing system.

Performed hardware and software installations

Provided high-level customer care, training, and technical support.

Wrote and maintained parsing application for billing system.

Education

BS in Computer Science - University Of Quebec at Montreal – 1990

Diploma Degree in Accounting - University of Montreal – 1983

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