WILFRIED YAO
System Engineer
Dallas,TX
Summary
Resourceful Senior Technical Support Engineer known for high productivity and efficient task completion. Specialize in troubleshooting complex software issues, implementing effective solutions, and maintaining system integrity. Possess key skills in network configuration, database management, and cybersecurity practices. Excel in communication, teamwork, and problem-solving, leveraging these soft skills to deliver exceptional support and foster positive client relationships.
Overview
23
23
years of professional experience
2
2
Certifications
Work History
SOS Senior Tech Support Engineer/ System Engineer
D4D Technologies/ Planmeca USA.
Richardson, USA
02.2014 - Current
- NETWORKING: Expert-level knowledge of Networking Protocols: TCP/IP, BGP, OSPF, VLAN. Configure and troubleshoot routers & switches, Firewalls, servers, cloud networking and VPN concentrators
- HW/SW: Expert-level knowledge of Planmeca products (Software: Romexis Cadcam & Imaging, Exocad, PlanCAM / Hardware: High profile dental 2D & 3D Xrays such as Promax, Proone, Prosensors, Emerald S Scanner and all Planmeca Mill machines
- Assisted with system configuration and database migration of Romexis Software (SQL, AZURE, Cadcam, PlanCAD) to ensure seamless operation.
- Provided technical support for dental equipment and software solutions
- CLINICAL: Support, educate and demonstrate advanced dental imaging, CAD/CAM, EXOCAD to dental professionals
- Consulted on pre-installation site specifications and coordinated projects for installations, performing system checks and service visits while maintaining an accurate calendar.
- Collaborated with IT, field service technicians, and after-sales engineers to ensure effective communication throughout all project stages.
- Maintained up-to-date knowledge of Planmeca product lines and dental industry developments to provide informed technical support.
Bilingual English- French Developer Support advisor
Volt @ Apple Inc.
Austin, USA
04.2012 - 02.2013
- Addressed developers' setup and usage inquiries regarding Developer Services products, diagnosing and resolving component-level failures.
- Effectively positioned and communicated technical and issue resolution via phone or email
- Collaborated cross-functionally with departments and escalation teams to effectively address and fulfill developer needs.
- Managed and maintained Apple Developer Program accounts in the EMEA region.
- Processed and managed day to day email and phone business efficiently and ensured WWDR service level are met
- Regularly reviewed all Developer Services related web content ensuring information is current and report any discrepancies found to the appropriate channel
- Provided administrative support to Apple Developer program members, serving as key liaison between influential partners and Apple executives.
LEAD Technical Consultant
Harte Hanks
Austin, USA
04.2007 - 03.2012
- Collaborated with account executives, area sales managers, and CICs to deliver technical support and customer service at Tier 3 and LEAD level, enhancing client satisfaction
- Collected and analyzed data for issue replication, taking ownership of technical issue resolution to ensure timely solutions
- Used interactive tools including chat, forums, email, monitoring and other web-based to support the line of business in USA/ CANADA (English- French)
- Provided remote access support to effectively troubleshoot and resolve clients' hardware and software issues
- Led and assisted in new hiring and training to ensure successful integration into the team
Commercial Banking Relationship
BICICI (Ivorian International bank of Trade and Industry)
Abidjan-Plateau, Ivory Coast
06.2003 - 09.2003
- Assisted the financial advisory department with current and savings accounts, consumer and investment loans, credit cards, and cash management for individuals and corporate institutions.
- Completed day-to-day duties accurately and efficiently.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Education
IT professional - A+, Linux, Network+, CWNA and CISCO/ CCNA
Benchmark Career Institute
Austin, TX02-2014
English Certificate -
Texas States University
San Marcos05-2004
B.S - Marketing Management
ECG (College of Trade and Management)
Ivory Coast06-2003
Associates degree - Sales Engineering
ECG (College of Trade And Management)
Ivory Coast06-2001
Skills
- Dental device expertise
- Digital dentistry
- Implantology
- CAD/CAM systems
- CBCT imaging
- Dental imaging
- Technical Troubleshooting
- Troubleshooting techniques
- Linux
- Software applications
- Systems engineer
- Database migration
- Team Management
- Customer management
Languages
French
Native/ Bilingual
English
Native/ Bilingual
Certification
D4D Technologies Level 3 Field service Tech- Dallas Texas
Work Preference
Salary Range
$120000/yr - $200000/yrTimeline
SOS Senior Tech Support Engineer/ System Engineer
D4D Technologies/ Planmeca USA.
02.2014 - Current
Bilingual English- French Developer Support advisor
Volt @ Apple Inc.
04.2012 - 02.2013
LEAD Technical Consultant
Harte Hanks
04.2007 - 03.2012
Commercial Banking Relationship
BICICI (Ivorian International bank of Trade and Industry)
06.2003 - 09.2003
IT professional - A+, Linux, Network+, CWNA and CISCO/ CCNA
Benchmark Career Institute
English Certificate -
Texas States University
B.S - Marketing Management
ECG (College of Trade and Management)
Associates degree - Sales Engineering
ECG (College of Trade And Management)