Kouassi Kevin Kouadio
East Orange
Summary
Technical Solutions Engineer and Application Support Engineer with 6+ years of experience supporting enterprise SaaS platforms, Warehouse Management Systems (WMS), and eCommerce ecosystems. Strong background in SQL, API integrations, production support, and cross-functional collaboration. Recognized for delivering high-quality client support, resolving critical incidents under SLA constraints, and combining technical expertise with strong customer service leadership.
Overview
8
8
years of professional experience
Work History
Application Support Engineer
Made4net
10.2024 - Current
- Provide advanced troubleshooting and root cause analysis for enterprise Warehouse Management System (WMS) clients.
- Investigate SQL database issues, API integrations, ERP connections, and system workflows to resolve production incidents.
- Ensure SLA compliance while minimizing operational downtime for mission-critical warehouse environments.
- Support go-lives, system upgrades, UAT validation, and ongoing production monitoring.
- Deliver 24/7 on-call support and maintain high client satisfaction through proactive communication.
Technical Solutions Engineer
LVMH Perfumes & Cosmetics
07.2023 - 08.2024
- Provided technical support for Salesforce Commerce Cloud across major global brands.
- Served as primary technical liaison for US & Canada digital applications, coordinating with HQ in Paris.
- Monitored order creation, shipment, and returns workflows to ensure uninterrupted eCommerce operations.
- Managed KPI dashboards and escalated recurring issues to prevent systemic failures.
- Collaborated closely with commercial and IT teams to align technical solutions with business objectives.
Technical Solutions Engineer
Criteo
08.2022 - 07.2023
- Supported retail media platform clients by troubleshooting campaign performance and technical integrations.
- Tested client implementations and worked with R&D to resolve product bugs.
- Contributed to process improvements and internal tool enhancements to increase team efficiency.
Web Developer
BMS Logistic
01.2021 - 08.2022
- Developed and maintained web applications using React, Node.js, HTML, CSS, and JavaScript.
- Optimized website performance and ensured responsive, user-friendly interfaces.
- Followed development best practices to deliver scalable and reliable web solutions.
Customer Service Agent (Gate Lead)
Worldwide Flight Services
02.2018 - 01.2021
- Managed passenger check-in, boarding coordination, and gate operations for international airlines.
- Led departure procedures and resolved real-time operational issues under high-pressure environments.
- Delivered exceptional customer service while ensuring compliance with airline and airport regulations.
Cabin Maintenance Auditor
Andy Frain Services
09.2018 - 06.2020
- Conducted quality assurance audits for Delta Airlines and Air Canada airport operations.
- Produced detailed audit reports and collaborated with airline vendors to maintain operational standards.
- Interfaced directly with clients and stakeholders to ensure service excellence.
Education
Full Stack Web Development Certificate -
Rutgers University
01-2020
Professional License - Marketing & Management
Legacy Institute
01-2014
Bachelor’s - English Language & Literature
Université Félix Houphouët-Boigny
01-2010
Skills
- Application Support SaaS Support Warehouse Management Systems (WMS) Salesforce Commerce Cloud Microsoft SQL Server REST APIs XML / EDI Root Cause Analysis Incident Management SLA Compliance Reactjs Nodejs HTML CSS JavaScript IIS Customer Service Leadership Cross-Functional Collaboration
- Technical issue resolution
- Customer support
- Technical troubleshooting
- Strong analytical mind
- Problem-solving
LANGUAGES
French – Native
English – Full Professional
Timeline
Application Support Engineer
Made4net
10.2024 - Current
Technical Solutions Engineer
LVMH Perfumes & Cosmetics
07.2023 - 08.2024
Technical Solutions Engineer
Criteo
08.2022 - 07.2023
Web Developer
BMS Logistic
01.2021 - 08.2022
Cabin Maintenance Auditor
Andy Frain Services
09.2018 - 06.2020
Customer Service Agent (Gate Lead)
Worldwide Flight Services
02.2018 - 01.2021
Professional License - Marketing & Management
Legacy Institute
Bachelor’s - English Language & Literature
Université Félix Houphouët-Boigny
Full Stack Web Development Certificate -
Rutgers University