Aboubacar Siddik D. Email & Phone Number

Michigan, United States

Responsible for 557+ finance sources Projects and products and manage all components from inception through ongoing production support.Responsible for establishing and maintaining technical relationships between RouteOne and its partners/customers including partner integration, interface creation and specifications, interface troubleshooting as well as project/product communication.

Farmington, Michigan, United States

Collaborate with RouteOne's integration partners (credit bureaus, finance sources, dealer system providers, insurance providers, etc.) to establish new interfaces, enhance existing interfaces, and troubleshoot interface issues throughout all stages of development and implementation.Ensure compliance with RouteOne quality programs and standards.Maintain safety, security, and privacy standards in all areas of responsibility.Assist in managing partner integration status reporting.Create, document, and communicate interface specifications, guidelines, test scripts, and procedures.Develop, manage, and update integration work plans, ensuring that resources are executing tasks according to plan and reporting on partner progress and issues.Collaborate with RouteOne's internal teams (product development, software development, QA, etc.) to troubleshoot, report, track, and validate software issues and features.Provide level 3 production support for partner integration.Assist the Senior Integration Manager with large-scale integration projects.Manage and communicate project progress status to business owners.Assist in the design, testing, and implementation of web service (XML-based) interfaces between RouteOne and its integration partners.

Farmington, Michigan, United States

Led a team of four to develop and excel in the following functions, as the subject matter expert:Escalated complex dealer support issues, providing expertise and troubleshooting solutions.Interacted with RouteOne's Level 1 Service Desk, technical and business teams, and dealership users to resolve escalated issues promptly and professionally.Independently managed assigned support tickets, ensuring rapid resolution or escalation as needed.Monitored and addressed additional support needs, including special project assignments and trend reporting, as defined by the Business Operations Management team.Maintained ongoing familiarity and expertise with RouteOne products and services, educating dealers and stakeholders as needed.Assisted teammates in identifying and implementing continuous improvement initiatives, advocating for innovation to improve RouteOne customer service.Participated in Business Operations On-Call Support rotation, including occasional evening and weekend shifts.Updated certification programs by product to reflect enhancements and changes.Ensured compliance with all safety, security, and privacy standards, as well as RouteOne Audit/Security policies and procedures.

Greater Detroit Area

Resolved complex network issues across a wide range of platforms, including Arista, Cisco Meraki, and Fortinet, for over 6,500 clients, ensuring the seamless operation of even the most advanced systems at scale.Configured and supported network components, such as firewalls and VPNs, to safeguard company information.Managed firewall security using central management consoles, such as FortiGate and FortiManager, to enable employees to work seamlessly from anywhere while accessing critical resources.Documented complex network features and test results, improving customer satisfaction ratings by 50%.Streamlined troubleshooting, service issue monitoring, and network performance monitoring processes, reducing network downtime by 11% and improving response times by 55%.Authored numerous knowledge base articles to assist coworkers during high-volume phone calls, reducing hold times by 78% and decreasing the number of escalated tickets by 90%.Conducted initial analysis of network issues for over 1,000 pharmacy stores with Polycom phone systems, resolving and escalating issues as needed.

Farmington, Michigan

Provided on-call support for dealer users and finance source users in both English and French (preferably Québécois) for credit contracting issues, as well as eContracting for US dealers.Troubleshot calls received directly from dealers in English and French, thoroughly documenting the issue and resolution, and clearly communicating with the dealer.Supported the RouteOne sales team and internal operations teams.Investigated issues, including:Conducted initial root cause analysisCollected pertinent information from customers to provide supportCommunicated issues and followed up with or supported the application development team, as requiredServed as a point of contact for key dealers who required support from RouteOne partners and other departments within RouteOne.Established relationships with credit contracting finance source contacts and collaborated on issue resolution when appropriate.Acted as a subject matter expert on all credit contracting functionalities and eContracting.Worked with the business operations and application development teams to identify, clarify, and report back to the service desk on credit contracting Level 2 support issues in a timely manner.Determined and communicated the impact, if any, of failed system requirements, through collaboration with the application development team.Maintained ownership of tickets throughout the troubleshooting process, ensuring knowledge and understanding of the latest status and following up with the service desk or dealership in a timely manner.

Southfield

Provided regular status updates to Team Leader and Service Delivery Manager on projects.Collaborated closely with Implementation and Training/Development teams to ensure projects met the needs of the Service Desk.Managed incident notifications, escalations, and alerts (both internal and external) for Priority issues.Successfully responded to and investigated client requests via telephone and email in both English and French.Trained first-line agents and new hires, and assisted in their development.Contributed to the creation, updating, and retirement of the Knowledge Base.Proficient in the use of CA ticketing tools.Assisted with quality monitoring, ticket auditing, and customer satisfaction surveys.

Warren, Michigan

Provided technical support for a diverse range of users nationally and internationally, including diagnosing, troubleshooting, and resolving a wide range of software, hardware, and network issues. Handled an average of 30 calls per day, prioritizing and escalating issues as needed. Installed, configured, and modified hardware and software to ensure optimal performance. Monitored, logged, and tracked all phases of help desk support. Performed setup of wireless internet services for new customers and provide customer service support to internet and network users.

Information Technology Diploma, Comptia A+,Net+ Ccna Certified, Information Technology

Activities and Societies: NHTS

Bachelor'S Degree, English Language And Literature/Letters

High School Diploma, General Studies