Robert - Administrateur système LOTUS NOTES

Expérience professionnelle

2014 – 2015 Sage Payment Solutions Reston, VA
Customer Support Analyst
• Support US and Canadian merchants with cc and ach processing in english & french.
• Troubleshoot account access and functionality.
• Educate, coach and mentor merchants on utilization and administration.
• Open, monitor and close support tickets while ensuring 100% customer satisfaction.
• Help track emerging issues and request needed fixes/enhancements appropriately.
• Research, document and promote knowledge based support solutions.

2014 – 2014 Neobrains, LLC. Reston, VA
C.E.O.
• Provided I.T. Support as a consultant to small and medium sized businesses in northern VA.

2009 – 2012 Stryker France, S.A. Lyon, France
IT Support Technician
• Managed technical support to an American biomedical profit center in Lyon, France with over 250 users.
• Performed deployments, migrations and updates in a heterogeneous environment.
• Analysed and made recommendations periodically on the global state of LAN.
• Responsible for creating new Ghost images as needed due to hardware changes.
• Assured backups and restorations.
• Performed tracking and reporting of user licenses for the necessary software on the site.

2007 - 2008 Valeo Transmissions Hampton, Virginia
Information Systems Manager
• In charge of all IT and communications aspects of an industrial site while providing direct support to the site’s 45 users.
• In charge of IT supplier relations, manage consultants and service providers.
• Analyze and track performance of Information Systems and implement needed improvements periodically.
• Directly administer domain controllers (AD), file, print, email, CRM and ERP servers and all aspects of client connection and security.
• Managed 6 offsite users and their integration onto the LAN.
• Managed the PBX, GSM contracts, broadband connectivity and VPN connections.
• Directly assured the backups and developed a DRP strategy.
• Deployed a warehouse management software. ($100k project)
• Deployed VMWare to virtualize the site’s servers. ($40k project)
• Administered and backed up three SQL instances on a daily basis.
• Maintain and troubleshoot connectivity to various other DB’s through clients or ODBC connections.
• Develop yearly budget and track expenses all the while seeking to reduce costs.
• Maintain and oversee new development of EDI with suppliers and customers.

2003 – 2007 Valeo Transmissions Amiens, France
IT Support Technician
• In charge of technical support to an industrial site with over 1000 active nodes and 650 users.
• Performed deployments, migrations and updates in a heterogeneous environment.
• Analysed and made recommendations periodically on the global state of LAN.
• Responsible for creating new Ghost images as needed due to hardware changes.
• Put into place and monitored daily backups and restorations as needed.
• Participated in preparing for a semi-annual IT security audit with bureau Veritas.
• Performed tracking and reporting of user licenses for the necessary software on the site.

2003 Médipole Distribution Amiens, France
Junior Project Manager
• In charge of evaluating, recommending and implementing an IT management software package.
• Performed a complete software and hardware inventory of the site. (150 PC’s)
• Co-wrote a 14 page login script to perform software installation and execute audit.

2002 Point Expert Micro de Boulanger, S.A. Amiens, France
Point Expert Micro Technician
• Performed PC warranty support, hardware and software installation and troubleshooting for home and business customers.
• Troubleshooting included resolving hardware defects, bad installations, compatibility issues etc.
• Software issues included viruses, installations, Windows start-up problems (BSOD), system restores, etc.

2001- 2002 Intra Call Center Amiens, France
Tech Support Hotliner and Telemarketer
• Level 1 and 2 technical support hotliner to end users of two French ISP’s (Consisted of troubleshooting modem and network configurations, verification of IE and Outlook connection issues and verification of Windows updates and service packs.
• Performed outgoing prospecting calls periodically for Colt Telecom during interim missions as needed.

1999 – 2001 Consultant Marrakech, Morocco
Small Business Consultant
• Aided small businesses to develop and integrate international multimedia marketing strategies. (brochures, catalogues, web pages and internet advertising)
• Design and implementation of small business networks consisting of workgroups of 5 - 10 PC’s.
• Performed end user training sessions to implement networks and increase employee productivity.
• Accomplished evaluation and interrogation of customer needs to define project budgets.
• Established proposals and project timelines for completion.
• Performed warranty and technical support services after the sale for one year.
• Proposed contractual technical support services on a pay per incident or ********-term service provider agreement.

1998–1999 Surcouf, S.A. Paris, France
Sales
• Performed sales and merchandising of computer products in a retail computer super store. (PC’s, printers, software and accessories.)
• Provided technical support (installation and troubleshooting) to store customers by telephone or in person.
• Designed and edited in house advertising posters. (Desktop Publishing)
• Evaluated and integrated new products into product line.
• Managed inventory levels including orders on a daily basis.
• Maintained communication lines with suppliers and vendors to keep up to date with new products or stay abreast of supply chain problems.

1995–1997 Sunglass Hut International Roanoke, Virginia – Paris, France
Store Manager
• Managed a team of 5 employees in a retail store with a monthly sales volume of $50,000.

1993-1994 Gordon’s Jewelers Richmond, Virginia
Assistant Store Manager
• Managed a team of 10 employees in a retail store with a monthly sales volume of $75,000.

1991-1993 Holiday Inn Midtown Richmond, Virginia
Assistant Food and Beverage Manager
• Handled Operations and daily management of a F&B Department with over 1000 seat capacity
• Scheduling and all aspects of hiring and personnel management
• Customer Service and resource planning

1986-1990 United States Navy San Diego, California
Boatswain’s Mate
• Made E4 In Deck Dept (Ship Operations)