Customer Service Technical Support

Vincent Suidan

Atlanta, GA 678-***-****

www.linkedin.com/in/vincentsuidan/ ********@*****.***

Professional Summary

A well trained professional with specialized hands-on skills who has the ability to work calmly under pressure, producing quality work. In addition, a focused business oriented entrepreneur with a logical mind, willing to take risks to obtain valuable outcomes

Strengths include:

Highly Motivated

Ability to Inspire

Intuitive

Technical Skills: PeopleSoft, Concur, HR, Payroll, Kronos Workforce, and Microsoft Suite, VPN, Checkpoint, Active Directory, CRM, Remedy, Direct access, SQL, Proxy, Firewall, Router/switches, Servers, Data Base, Web Application, and Networking, POS systems, Credit Card terminals, and Sharepoint.

Language(s): Fluent in English and Creole

Professional Experience

Sanofi/Merial Duluth, GA

Sr. Engineer/ IT manager February 2016 – Present

Migrated workstations, laptop, IPhone, IPod, and printers to a new environment

Managing all company asset, data, and resources

Migrated MS exchange server, window server, CRM, Kronos, and Sharepoint

Imaged and configured workstation, laptops, and IPod for internal and external user

Implemented software and system like air watch, druva, Insight, SharePoint, and Citrix receiver

Provide training and mentoring for new Service Desk Analysts

Assisting Service Desk Management with reporting and analysis tasks

Preparing support documentation for new application or processes prior to implementation

Lead weekly Analyst staff meetings as necessary

Installed VPN such as Cisco, Direct asses, Corporate connect, and RSA token

Manages team that support 800 users. Created strategy for first called resolution

Works closely with departmental managers to determine the maintenance and growth needs of the network

Monitors changing network technology and deliver a technology update to the executive team each quarter

Honey Bake Ham, Roswell, GA

IT Consultant Dec 2015 - Feb 2016

Installed configure credit card terminals, POS systems and Pin pad for operations

Migrated laptops, workstations, data, and software to a new system

Provided technical support at the network level: WAN and LAN connectivity, routers, firewalls and security for 100s of stores around United States.

Informed management and clients on progress

Worked along sign project managers to ensure successful deployment of project

Bibliotheca Inc. Norcross, GA

IT Implementation Engineer/Project Manager October 2015- December 2015

Reviewed documents, workflow and plans for implementation with customers/vendors

Coordinated, and tracked new implementations projects

Installed and configured interface software Programming and research

Troubleshooted and resolved complex implementation issues in regards to interface and information exchanges

Provided interface and related workflow solutions within the guidelines of the interface team’s procedures

Used Kronos Management System to capture installer time asset for Project

Demonstrated leadership to define requirements for project risk

Developed solutions with the latest tool developing, testing, and deploying software

Determined hardware, software or system functional specifications

Managed multiple Installation projects HR/payroll, POS, and Security

Horizon Software Inc Duluth, GA

Helpdesk Product Engineer June 2015 – October 2015

Provided technical support at the network level: WAN and LAN connectivity, routers, firewalls and security for 100s of schools around United States

Delivered remote access solution implementation and support: VPN, and Terminal Services on Help Desk tickets that come in via phone or email

Improved customer service, perception, and satisfaction while maintaining a fast turnaround of customer requests

Knowledgeable on operating systems, business applications, printing systems, and network systems

Wrote scrip for SQL data base, troubleshoot server and software product

Supported and troubleshooted incident management processes monitoring security alerts for internal usage

Supported and managed installer schedule workflow, and budget using work force

World Pay Dunwoody, GA

Helpdesk Technician/ Security February 2015 – June 2015

Attracted potential customers by answering product and service questions: suggesting information about other products and services

Opened customer accounts by recording account information

Maintained customer records by updating account information

Resolved product or service problems by clarifying the customer’s complaint; determined the cause of the problem; selected and explained the best solution to solve the problem; expedited correction or adjustment; followed up to ensure resolution

Troubleshooted credit card terminal, ports, POS systems and online system/product

Supported security tools and solutions hardware/software/devices are operating effectively and updated in a timely manner

Set up profile give permission to user with in network, denial access to internal user

Clipper Dunwoody, GA

Shift Supervisor August 2013 – March 2015

Consistently performed 10 steps of quality customer service. Demonstrates and promotes teamwork

Completed required paperwork accurately and timely per company standards

Checked products in sandwich unit area and restocks items to ensure a sufficient supply

Cleaned and maintained all areas of the restaurant to promote a clean image. Understood and adheres to the 3-step method for cleaning

Managed employee time using Kronos Management System

Teavana, Inc. Atlanta, GA

Call Center Sales Representative September 2014 – January 2015

Determined requirements by working with customers

Answered inquiries by clarifying desired information; researched, located, and provided information

Resolved problems by clarifying issues; researched and explored answers and alternative solutions; implemented solutions; escalated unresolved problems

Maintained call center database by entering information

Kept equipment operational by following established procedures; reported malfunctions

Genuine Parts Company Marietta, GA

Business Support Analyst January 2014- July 2014

Assisted with testing procedures on operational systems enhancements as required

Assisted team PeopleSoft (HR, Payroll, Kronos, Concur)

Worked with Special projects as assigned. Oversaw the daily performance of computer systems to ensure all departments are able to function properly

Worked under Distribution Representative, sending out Rebate Checks and inner/outer company mail

Worked with Inbound Team taking calls and helping customers

Supported the Imaging Department by taking into account all of their imaged documents and documenting them into an excel worksheet

Manage and control Payroll implementations for stores and IT projects

Used Kronos Management System to process store manager time

Pita House Duluth, GA

Analyst Security/Project management January 2010- July 2012

Managed security responsibilities, such as firewalls, proxy systems, logging, and other security devices

Created and maintain review reports on event anomalies

Developed and maintain security policies Sox compliance

Raised awareness of security policies and develop corresponding procedures

Provided security expertise to the company and teaching user about save browsing

Assisted in the enforcement and monitoring of Compliance regulations

Investigated and responded to security violations

Defined security requirements and reviewed systems to determine if they have been designed to comply with established security standards. Developed new standards as necessary

Analyzed business needs, researches and recommends solutions

Troubleshooted Checkpoint enterprise firewall and technologies

Education

Year Up / Atlanta Metropolitan State College Atlanta, GA

Business Technology Student September 2013 – July 2014

Grayson High School Loganville, GA

Graduate Student (Honors Diploma) August 2009- May 2012

Georgia Gwinnett College Lawrenceville, GA

Computer Science Bachelor August 2013- Present

Professional Awards and Accomplishments

NJROTC: Constructed Leadership also a three years member.

NJROTC: Class commander, color guard leader, and a drill team captain.

Soccer: Highest Goals Scored, four years member, MVP.

Contact this candidate