Summary
Overview
Work History
Education
Skills
Languages
Timeline
Certification
Courses Workshops Seminars
Courses Workshops Seminars
References
Generic
Andrei Seeuwen

Andrei Seeuwen

greater atlanta,GA

Summary

Analytical IT Manager skilled in driving efficiency and productivity through the development, delivery and support of strategic plans. Dedicated to creating and delivering initiatives to guide organizational navigation of modern technology. Proven history of successfully translating technical requirements into business solutions. Strong proficiency in servant leadership with a passion for utilizing excellent communication to foster company rapport.

Overview

27
27
years of professional experience
14
14

Certificates

Work History

TECHNICAL SUPPORT MANAGER

LS RETAIL INC.
04.2019 - 10.2023
  • Built multiple support teams internationally for LS Retail as well as customers
  • Managed international teams for next tier support of LS Retail products
  • Directly involved in contract negotiations for customer support
  • Worked with client management to ensure alignment in support policies and SLAs
  • Developed, maintained and monitored customer ticketing portals
  • Designed bespoke reporting on support metrics to customer management

SR. MANAGER - IT SUPPORT CENTER

CARTERS INC.
12.2015 - 04.2019
  • Built and managed a 24 hour a day, 7 day a week International Helpdesk, Operations, Enterprise Monitoring and System Access Team
  • Managed and mentored a team of 20 employees responsible for internal and 3rd party business applications and processes
  • Collaborated with key business leaders and users to help simplify and standardize application support and processes
  • Ensured that effective controls and standards were developed and maintained
  • Provided global visibility, collaboration, and metrics/KPI's to business leaders
  • Provided top tier support to business users with a strong focus on customer service
  • Collaborated within the department to ensure alignment and adherence to SLAs
  • Achieved over 99% SLA for both incidents and service requests

MANAGER - STORE SUPPORT

CARTERS INC.
08.2014 - 12.2015
  • Built and managed a team of POS Agents to support over 800+ Retail Stores with an over 88.99% First Contact Resolution Rate
  • Customized reporting for senior management including team KPIs along with trending issues
  • Trained agents and built extensive troubleshooting knowledge base to increase levels of support
  • Conducted personnel appraisals (performance and disciplinary) to assess training needs and build career paths

STORE SYSTEMS SUPPORT SPECIALIST

CARTERS INC.
09.2012 - 08.2014
  • Acted as sole escalation point for the POS Helpdesk
  • Created and modified existing VB\HTA scripts for use with the installation and design of current and future POS systems
  • Researched issues reported by clients for resolving reoccurring hardware problems
  • Reviewed, analyzed and developed software solution applications for issues including but not limited to IBM OPOS, Encore POS, MS Windows XP, POSReady2009 and Vista
  • Created process and scripts to ensure installation consistency during release upgrades

ACCOUNT COORDINATOR FOR CARTERS BABIES AND KIDS

EPICOR SOFTWARE CORP (APTOS)
11.2011 - 09.2012
  • Created Applications to assist with help desk associate training and general clerical use
  • Provided last level of support for help desk issues such as SQL Database corruption, various hardware errors, 'End of day' operation errors, and various other software and hardware related errors
  • Developed HTA\VB script application to streamline troubleshooting procedures performed by Level 1 analysts
  • Accountable for reporting on all issues called into helpdesk, trends and top issues

TECHNICAL SERVICES - ENGINEER

EPICOR SOFTWARE CORP (APTOS)
11.2010 - 11.2011
  • Responsible for design and imaging of POS systems for various clients (Windows 7, XP, Vista Imaging (PE))
  • Tested multiple hardware and software configurations for use with POS systems
  • Created and modified existing VB\HTA scripts for use with the installation and design of current and future POS systems
  • Researched issues reported by clients to resolve reoccurring hardware problems
  • Worked with Microsoft to resolve common issues reported using MS Windows and IBM, NCR and Dell POS equipment
  • Reviewed, analyzed and developed software solution applications for issues including but not limited to IBM OPOS, Encore POS, MS Windows XP, POSReady2009 and Vista
  • Created installation scripts and executables for clients including MS Updates, Microsoft application updates and IE
  • Remote troubleshooting for multiple clients globally (VPN, PC Anywhere and Phone)
  • Provided phone and remote (VPN) support to end users nationwide

LEVELS 1, 2 & 3 SUPPORT ANALYST

EPICOR SOFTWARE CORP (APTOS)
06.2009 - 11.2010
  • Researched issues reported by clients to resolve reoccurring hardware problems
  • Remote troubleshooting for multiple clients globally (VPN, PC Anywhere and Phone)
  • Provided phone and remote (VPN) support to end users nationwide

LISTING AGENT - REALTOR

EXIT REALTY ASSOCIATES
05.2007 - 01.2009
  • Specialized in Real Estate sales as a listing agent

LISTING AGENT - REALTOR

WEICHERT REALTORS/RUFFFINO REAL ESTATE
05.2005 - 05.2007
  • Specialized in Real Estate sales as a listing agent

MIGRATION ENGINEER - CONSULTANT

PFIZER
11.2004 - 03.2005
  • Migration of NT4/E55 clients globally using Fast Lane Quest Migrator to Active Directory objects and Exchange 2K
  • Migrated user objects across forests in AD using Fast Lane Quest Migrator

DESKTOP SUPPORT CONSULTANT / AD MIGRATION

CONDE NAST
11.2003 - 10.2004
  • Assisted migration NT4 users and Exchange/Notes clients using Fast Lane Quest Migrator to Active Directory objects and Exchange 2K
  • Responsible for creating VB Scripts to assist in mass user/group account creation and management of all Active Directory user objects
  • Assisted in the creation of login scripts that assigned network drives, etc by Active Directory user group
  • Created VB Scripts to identify non-standard user accounts and modify them to fit business standard
  • Interviewed and inventoried user base in preparation of migration
  • Provided 'next day' support and resolved issues resulting from migrations
  • Assisted in training for Outlook clients and Windows Desktops
  • Enterprise Windows server administration
  • Active Directory administration

DESKTOP SUPPORT CONSULTANT

CITI
09.2001 - 04.2003
  • Provided remote technical support of Travelers Group nationwide
  • Provided on-site desktop and phone support (Levels 1-3) for entire Disaster Recovery (DR) site and NJ and CT offices
  • Supported end-users using remote control applications (Dameware, PC Anywhere, WinVNC)
  • Assisted in setup and support of DR servers and workstations
  • Managed user and computer objects in the Active Directory
  • Acted as move coordinator in CT office (built and tested all PCs and laptops with Win2K for use in new location)
  • Assisted with moves and new equipment installations for relocation of DR servers and workstations
  • Provided lead support for Outlook 2000 issues and training on desktop
  • Prepared server installation and delivery reports
  • Performed hardware and software upgrades on PCs and IBM laptops
  • Generated reports in Access and Excel for use in proposals regarding data migration / clean up
  • Involved in troubleshooting Standard Operating Environment (SOE) issues
  • Participated in planning, testing and troubleshooting of SOE Win2K build for CT office
  • Migrated remaining legacy applications in CT and NJ offices to WIN2K SOE
  • Assisted in converting NJ office from Windows NT to Windows 2000 SOE

HELPDESK / DESKTOP SUPPORT CONSULTANT

GOLDMAN SACHS
12.1999 - 04.2001
  • Provided on-site desktop and phone support (Levels 1-3)
  • Maintained PC hardware inventory
  • Distributed and maintained laptops for remote use
  • Trained users for various applications
  • Tracked helpdesk call using Remedy

DESKTOP SUPPORT CONSULTANT

MBIA
07.1999 - 12.1999
  • Provided on-site desktop support to 160+ users
  • Created NT logon scripts to compare versions of applications and install updates when available
  • Built and tested NT workstations

DESKTOP SUPPORT CONSULTANT / PC BUILDS

BANC OF AMERICA INVESTMENTS
07.1999 - 07.1999
  • Assisted in upgrading Fixed Income Trading Floor to NT 4.0 (Two-week assignment)

SENIOR MARKET DATA ENGINEER

ALLIANCE CAPITAL ASSET MANAGEMENT LIMITED
07.1998 - 05.1999
  • Acted as sole Desktop Support Specialist for Fixed Income group of 350+ users
  • Converted all Fixed Income NT 3.51 systems to NT 4.0
  • Converted Novel based printers to IP printing
  • Tested and installed Market Data applications with vendors
  • Supported Palm and handheld organizers
  • Provided primary desktop and phone support for all Market Data applications (Bloomberg, Marketsheet, Sunbond, etc.)
  • Performed hardware upgrades on PCs and notebooks
  • Installed Bloomberg Travelers (associated and stand-alone)
  • Designed and created Bloomberg accounts reconciliation report
  • Designed and implemented Fixed Income applications matrix
  • Served as sole administrator for Bloomberg for 150+ users
  • Tested Market Data applications for Y2K project on the Fixed Income trading floor
  • Assisted in disaster recovery planning and testing
  • Designed Bloomberg classic conversion outline including all related user information with marked floor plans of related locations using Microsoft Project 98
  • Generated reports detailing upgrades of equipment and software using Microsoft Project 98
  • Generated proposals for upgrades of Bloomberg classic terminals to Open Bloomberg format on PCs
  • Converted all controller based Open Bloombergs to router based Open Bloomberg PCs
  • Assisted in planning companywide conversion of TibCo/Market Sheet to Rendezvous

DESKTOP SUPPORT / MARKET DATA ENGINEER

NOMURA SECURITIES
07.1996 - 07.1998
  • Provided telephone and desktop support for trouble calls
  • Coordinated installation events with suppliers, service technicians and vendors at installation sites
  • Installed and supported Telerate, Kobra, Open Bloomberg, Bloomberg Traveler, Track Data (MX-NT), and Reuters (RT, and Reuters 3000)
  • Provided application support for local, networked and mainframe applications
  • Provided desktop support to 700+ users in New York
  • Tested and installed Market Data applications with vendors for use in Japanese NT workstations
  • Installed and administered NT servers for Market Data related groups and files
  • Administered and maintained user/group accounts in global domain
  • Supported all Palm and handheld organizers
  • Installed HP and Compaq servers with Windows NT
  • Performed hardware and software upgrades on HP and Compaq servers and desktops
  • Maintained and administered NT servers for Fixed Income
  • Administered permissions on NT servers using NTFS for data security
  • Migrated MS Mail clients to Exchange Server/Outlook client
  • Implemented remote control over network clients using PC Anywhere
  • Converted all DOS/Windows 3.1x clients to Windows 95 and Windows NT
  • Served as purchasing agent responsible for recommending and ordering PCs and peripherals
  • Maintained Windows servers and data backups
  • Responsible for technical drawings of PC and network architecture

Education

Computer Science

QUEENS COLLEGE CITY UNIVERSITY OF NEW YORK
1996

Skills

  • Creative and Innovative
  • Emotional Intelligence
  • Analytical Thinking
  • Change Agent
  • Technical Expertise
  • Servant Leadership
  • Problem Solving
  • Communication
  • Team Building
  • Manage Performance
  • Customer Orientation
  • Mentor and Coach
  • Budget Administration
  • Customer Support
  • Negotiating Service Level Agreement
  • Escalation Management
  • Requirements Analysis
  • Staff Hiring

Languages

English
Native/ Bilingual
Dutch
Professional
Spanish
Elementary

Timeline

TECHNICAL SUPPORT MANAGER

LS RETAIL INC.
04.2019 - 10.2023

SR. MANAGER - IT SUPPORT CENTER

CARTERS INC.
12.2015 - 04.2019

MANAGER - STORE SUPPORT

CARTERS INC.
08.2014 - 12.2015

STORE SYSTEMS SUPPORT SPECIALIST

CARTERS INC.
09.2012 - 08.2014

ACCOUNT COORDINATOR FOR CARTERS BABIES AND KIDS

EPICOR SOFTWARE CORP (APTOS)
11.2011 - 09.2012

TECHNICAL SERVICES - ENGINEER

EPICOR SOFTWARE CORP (APTOS)
11.2010 - 11.2011

LEVELS 1, 2 & 3 SUPPORT ANALYST

EPICOR SOFTWARE CORP (APTOS)
06.2009 - 11.2010

LISTING AGENT - REALTOR

EXIT REALTY ASSOCIATES
05.2007 - 01.2009

LISTING AGENT - REALTOR

WEICHERT REALTORS/RUFFFINO REAL ESTATE
05.2005 - 05.2007

MIGRATION ENGINEER - CONSULTANT

PFIZER
11.2004 - 03.2005

DESKTOP SUPPORT CONSULTANT / AD MIGRATION

CONDE NAST
11.2003 - 10.2004

DESKTOP SUPPORT CONSULTANT

CITI
09.2001 - 04.2003

HELPDESK / DESKTOP SUPPORT CONSULTANT

GOLDMAN SACHS
12.1999 - 04.2001

DESKTOP SUPPORT CONSULTANT

MBIA
07.1999 - 12.1999

DESKTOP SUPPORT CONSULTANT / PC BUILDS

BANC OF AMERICA INVESTMENTS
07.1999 - 07.1999

SENIOR MARKET DATA ENGINEER

ALLIANCE CAPITAL ASSET MANAGEMENT LIMITED
07.1998 - 05.1999

DESKTOP SUPPORT / MARKET DATA ENGINEER

NOMURA SECURITIES
07.1996 - 07.1998

Computer Science

QUEENS COLLEGE CITY UNIVERSITY OF NEW YORK

Certification

  • Zendesk Customer Service Professional Certificate
  • Career Essentials in Generative AI by Microsoft and Linkedin

Courses Workshops Seminars

  • ITIL 2011 Edition Foundation: ITIL and the Service Lifecycle
  • IT Privacy and Data Security Training
  • Managing Conflict
  • Online Course: What is Emotional Intelligence?
  • IT Security Awareness Training
  • Select the Best Talent
  • Bullying and Violence in the Workplace
  • Stephen Young: Microinequities: The Power of Small
  • Reporting and Retaliation Online Training for Managers
  • Anti-Bribery and Anti-Corruption
  • Cloud Computing Basics
  • Cloud Technology Enablers
  • Effective Email Communication
  • Workplace Harassment Online Training for Managers
  • Professional Communication Skills

Courses Workshops Seminars

  • ITIL 2011 Edition Foundation: ITIL and the Service Lifecycle
  • IT Privacy and Data Security Training
  • Managing Conflict
  • Online Course: What is Emotional Intelligence?
  • IT Security Awareness Training
  • Select the Best Talent
  • Bullying and Violence in the Workplace
  • Stephen Young: Microinequities: The Power of Small
  • Reporting and Retaliation Online Training for Managers
  • Anti-Bribery and Anti-Corruption
  • Cloud Computing Basics
  • Cloud Technology Enablers
  • Effective Email Communication
  • Workplace Harassment Online Training for Managers
  • Professional Communication Skills

References

References available upon request.

Similar Profiles

CREATE PROFILE
Andrei Seeuwen