Summary
Overview
Work History
Education
Skills
Certification
Section name
Languages
Timeline
Generic

Robert Cadet

Coppell,TX

Summary

Results-oriented Support Engineer with superior problem-solving and critical thinking skills, as well as meticulous attention to detail and methodical nature. Skilled in tackling problems in unique ways to develop innovative solutions. Consistently recognized by superiors and peers for knowledge and expertise.

Practiced troubleshooter with excellent diagnostics and repair abilities, strong attention to detail and methodical approach. Expert in Connect:Direct distributed software. Boosts system functionality by thoroughly evaluating and correcting different software issues as well willing to learn other software applications.

Skilled Support Engineer successful at using judgment and advanced technical acumen to make positive impact on resolving software issues. Forward-thinking and resourceful professional with diligent mindset and disciplined approach. Subject Matter Expert in Connect:Direct data transfer encryption using CA Certificates.

Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in handling difficult customer issues from major Tier-1 companies and US Federal Agencies,

Overview

18
18
years of professional experience
1
1
Certification

Work History

Software Support Engineer

IBM / Capgemini
05.2010 - 12.2023
  • Responded to customer inquiries and provided technical assistance over phone with top first-rate customer service to tier one customers including all mayor US Federal agencies
  • Implemented technical solutions to solve customer issues and increase satisfaction.
  • Assisted customers to get connected to nodes via RDP to install, trouble shoot and configure ConnectDirect system.
  • Monitored systems in operation and quickly troubleshot errors.
  • Upgraded ConnectDirect systems software and performed functionality tests with certificate encryption for top security.
  • Patched software and installed new versions to resolve any given CVE to eliminate security problems and protect data.
  • Set up of Sterling ConnectDirect Server systems and configurations.
  • Set up of Sterling ConnectDirect FileAgent systems and configurations.
  • Set up of ConnectDirect FTP+ systems and configurations.
  • Set up of ConnectDirect Secure Plus module with SSL Certificates configured, CA and Self signed certificates
  • Set up of Sterling ConnectDirect Server systems and configurations in Cloud environments, AWS ec2 and adding s3 storage connection.
  • Tested new software and hardware prior to deployment.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Configured and tested new ConnectDirect software versions.
  • Researched and identified solutions to technical problems.
  • Diagnosed and troubleshot customers ConnectDirect software to come up with resolutions.
  • Broke down and evaluated user problems, using System logs and traces, personal expertise, and probing questions.
  • Documented technical issues and solutions to enable tracking history and maintain accurate logs.
  • Communicated with clients to verify roots and causes of possible OS problems in relations to the ConnectDirect system.
  • Collaborated with QA, L3 and Development teams to work on resolving complex issues

Global Software Order Fulfilment Support

Sterling Commerce
05.2006 - 03.2010
  • Followed procedures for control and distribution of completed purchases of ConnectDirect products in line with shipment plans more than 100 per wk.
  • Provided support to customers on the phone or via Email, in relations to their software purchase delivery
  • Programmed the Asset Protection key, License key code for the delivered software which warranted software installation and initial functionality of ConnectDirect.
  • Assisted on customer License key inventories based on purchased functions which involves contracts analysis.
  • Provided support for License key install and configuration.

Software Support

Securus Technologies
02.2006 - 05.2006
  • Provided support to on-site technicians performing at Correctional facilities in all the USA.
  • Assisted on resolving issues with about 5 type of Jails software and Operating systems.
  • Created queries to extract data from Data Base to be provided to lawyers and law enforcement officers.

Bilingual Software Support Support 'Consultant'

Sterling Commerce
12.2005 - 12.2005
  • Advise providing resolutions to Spanish speaking customers through day-to-day work on complex problems provided by the English recommendations of Software support engineers for all ConnectDirect products.
  • Set priorities and problem-solved workflow issues to maintain rapport with customers and managers for Mexico-based clientele. Latin America and Spain.
  • Created, prepared, and delivered reports to various departments.
  • Collaborated with other teams to identify and resolve customer issues quickly and professionally.

Education

Continuing Education Program - Unix Training

North Lake College
Irving, TX
10.2013

Training - Computer Software And Media Applications

Sterling Commerce Training Center
Irving, TX
08.2007

Continuing Education Program - SQL Programming

North Lake College
Irving, TX
2004

Continuing Education Program - Information Technology

MYSQL Programming
Plano, TX
06.2004

Associates - Physics And Mathematics

Ramon Emilio Jimenez
Dominican Republic

Skills

  • Security Protocols
  • Quality Assurance
  • Data Analysis
  • Application Support
  • AWS Cloud Computing ec2 software implementation
  • Software Troubleshooting
  • Customer Service
  • Software Testing
  • Debugging
  • System Configuration
  • Technical Troubleshooting
  • Remote Technical Support
  • Software Upgrades

Certification

Connect:Direct distributed products with Secure Plus

Section name

Former student athlete

Baseball, Basketball and Martial arts.

and former kids Baseball coach (TBall)


Languages

Spanish
Native or Bilingual

Timeline

Software Support Engineer

IBM / Capgemini
05.2010 - 12.2023

Global Software Order Fulfilment Support

Sterling Commerce
05.2006 - 03.2010

Software Support

Securus Technologies
02.2006 - 05.2006

Bilingual Software Support Support 'Consultant'

Sterling Commerce
12.2005 - 12.2005

Continuing Education Program - Unix Training

North Lake College

Training - Computer Software And Media Applications

Sterling Commerce Training Center

Continuing Education Program - SQL Programming

North Lake College

Continuing Education Program - Information Technology

MYSQL Programming

Associates - Physics And Mathematics

Ramon Emilio Jimenez

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Robert Cadet