Customer Support & Technical Support Engineer

Mohamed Faye

Houston, USA 281-***-**** ******@*****.***

TECHNICAL SKILLS

Software: AVEVA E3D, MS Office Suite, SAP ABAP, SAP ARIBA

Systems: Windows, Macintosh, Linux, Unix, ERP systems, Docker (Linux Containers)

Databases: SQL, Access, Oracle

Data Visualization: Tableau, QuikSight, Power BI

Project Management: Agile Methodology: Jira, Rally

Languages: C#, Python, Ruby, HTML/XML, CSS, Java

EDUCATION

University of Houston Downtown Houston, USA

Bachelor of Business Administration – Management Information Systems August 2018 – May 2022

PROFESSIONAL EXPERIENCE

Candescent (NCR sold its digital banking business to Veritas Capital in September 2024, with the unit rebranded as Candescent) Atlanta, USA

Customer Support Engineer for Terafina September 2024 – Present

Serve as the primary technical contact for banks and credit unions using Terafina.

Receive, triage, and manage support cases across Production and non-Production environments.

Classify issues by severity (SEV-1 to SEV-3) and ensure SLA adherence.

Communicate clearly with customers, providing timely updates and expectations.

NCR –National Cash Register Atlanta, USA

Customer Support Engineer/Account Manager August 2023 – September 2024

Serve as the primary point of contact for NCR customers regarding technical issues.

Receive, triage, and manage cases according to defined SLAs and severity levels.

Provide timely status updates and clear communication to customers and internal stakeholders.

IBM – International Business Machines North Carolina, USA

Client Facing Technical Support Developer Software Engineer June 2020 - 2023

Spearhead optimum customer experience by resolving complex business problems for world’s 5+ leading clients.

Operate in an agile and collaborative workspace, deconstructed requirements, designed, tested, and supported innovative applications for executive customers.

Liaise directly with customers to identify and troubleshoot issues, obtain data, elicit detailed requirements, and design and devise 6+ key solutions across 10 industries, sectors, governments, and agencies, demonstrating key interpersonal skills.

Coordinated resolving network issues, configured operating systems, and used remote desktop connections to extend immediate and efficient support.

MSSL LLC. Sugar Land, TX, USA

Systems Architect August 2018 – May 2020

Perform and communicated the technical research and developments for the long-term system roadmap.

Involved in the development and implementation strategy of the computer system along with the network.

Helped to define and decide on the right IT strategy and approach that will best support long-term business plans and goals.

Advised project teams on implementing their recommended solutions.

Created documentation to ensure consistency and clarity across all project and IT implementations.

Worked with the development team to solve complex problems.

PROJECT EXPERIENCE

Database Project August 2018 – January 2022

Pioneered a database by implementing the principles of normalization to develop different type of models that will be utilized by MS access users.

LEADERSHIP EXPERIENCE

National Society of Black Engineers (NSBE) – Member September 2018 – 2022

Grads of Computer Science, HCC – Member August 2018 - 2022

MIS Club, HCC – Member July 2018 - 2022

CORE COMPETENCIES

Sales Strategy

Customer Success

Technical Support

Client Management

Business System Implementation

E-Commerce Implementation

Database Management

Marketing Strategies

Business Analysis

Software Architecture

Tech Consulting

OTHER

Languages: English (Proficiency level), French (Proficiency level)

Certification: AWS Certified Solutions Architect Certificate

Certification: Microsoft Database Fundamental

Certification: Microsoft Networking Fundamentals

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