Ernst Nicolas Ulysse
Orchard Park
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and a customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
14
14
years of professional experience
Work History
Store Manager
Verizon
Buffalo, NY
09.2025 - Current
- Oversaw daily store operations, ensuring compliance with company policies and procedures.
- Managed team performance through regular coaching and feedback sessions to enhance service quality.
- Developed and implemented merchandising strategies to optimize product placement and increase sales.
- Analyzed sales data to forecast inventory needs and streamline stock management processes.
Store Manager
Spectrum
Niagara Falls, NY
05.2022 - 04.2024
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Coordinated installation of new users and relocations of existing users.
- Performed quality assurance on systems to confirm optimal performance.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Supervised creation of exciting merchandise displays to catch the attention of store customers.
- Assisted with hiring, training, and mentoring new staff members.
- Observed each employee's individual strengths and initiated a mentoring program to improve areas of weakness.
- Tracked trends and suggested enhancements to both challenge and refine the company's product offerings.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports and increasing daily sales by 10-15%
- Maintained proper product levels and inventory controls for merchandise and organized the backroom to facilitate effective ordering and stock rotation.
Technical Support/ Sales Associate
Spectrum
Orchard Park, NY
02.2018 - 05.2022
- Configured and tested new software and hardware.
- Tested new software and hardware prior to deployment.
- Assisted with updating technical support best team practices
- Responded to customer inquiries and provided technical assistance over.
- Meet with over 50-60 customers daily to discuss and ascertain needs, tailor solutions, and close deals.
- Solved customer challenges by offering relevant products and services.
Chat Support Specialist
HSBC Bank
Buffalo, NY
10.2017 - 02.2018
- Enhance customers’ experience with HSBC by introducing them to self-service banking channels that suit their needs.
- Provide the highest level of customer service to customers by handling calls prompt and professional manner
- Instill customer confidence in HSBC and generate loyalty by striving to offer first-contact resolution whenever possible
- Following up and providing timely updates to customers when their inquiries and directing them to the appropriate department for resolution
- Strive to deepen customers’ relationship with HSBC by recommending customized solutions to customers through engagement and needs analysis
Customer Service/IT Support Specialist
Comcast
03.2015 - 10.2017
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Tested new software and hardware prior to deployment.
- Helped streamline repair processes and update procedures for support action consistency.
- Diagnosed and troubleshot hardware, software and network issues.
- Met customer call guidelines for service levels, handle time and productivity.
Senior Specialist
Teleperformance
08.2012 - 03.2015
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Researched product and issue resolution tactics to address customer concerns.
- Promoted efficiency among departments with prompt resolution of system issues.
- Created help desk tickets, troubleshot and resolved desktop issues.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
Education
IT- CompTIA IT Fundamental
Trocaire College
Buffalo, NYSkills
- Goals and Performance
- Hardware Upgrades
- Software Diagnosis
- Troubleshooting and Assistance
- Data Connectivity
- Apple IOS/ Android
- Hardware and Software Configuration
- Computer System Maintenance
- System Performance Assessments
- Inventory Management
- Time Management
- Inventory Oversight
Languages
French
Native or Bilingual
Timeline
Store Manager
Verizon
09.2025 - Current
Store Manager
Spectrum
05.2022 - 04.2024
Technical Support/ Sales Associate
Spectrum
02.2018 - 05.2022
Chat Support Specialist
HSBC Bank
10.2017 - 02.2018
Customer Service/IT Support Specialist
Comcast
03.2015 - 10.2017
Senior Specialist
Teleperformance
08.2012 - 03.2015
IT- CompTIA IT Fundamental
Trocaire College