Chris Susan Email & Phone Number

Greater Detroit Area

Internal application developer using Spring MVC.

Pontiac, Mi

•Provide customer support through troubleshooting/performing fixes on individual PCs, utilizing network admin access on local machines, print servers, in Active Directory, and in other systems necessary for supporting client.•Remotely install/configure software, including Office, Symantec, Citrix, and many client-specific applications.•Reviewer/Approver for VIP support knowledge base.•Perform mentor training for incoming technicians.•Administrator of online “Hub,” managing collaborative documents, time off calendar, and processes.•Conduct Root Cause Analysis for DSATs, assist in client-requested investigations, and perform routine checks on tickets handled by team to ensure processes are followed.

Pontiac, Mi

Subject Matter Expert (Butterfield Bank): May 2013-Nov. 2014•Monitored and managed multiple ticket queues, correcting mistakes made by agents and re-routing when necessary.•Attended to client and account escalations, inquiries, and complaints.•Conducted classroom training for incoming agents.•Reviewer, Approver, and main contributor of changes submitted to KB, often re-writing pages for improvement.•Worked with Account Delivery Manager on projects to improve knowledge base and client support.•Oversaw Annual Document Review Process for knowledge bases of multiple client groups.•Independently Performed KB Annual Document Review Process for primary client, including improvements to organization.Quality Assurance Analyst (Primary): Oct. 2012-Nov. 2014•Listen/score calls for over 40 clients, taken by 50+ agents, providing feedback and following up when necessary.•Examine tickets for errors in routing, coding, and content.•Submit findings, trends, and serious violations to management.•Participate in monthly calibration meetings with Quality Lead to keep quality checks consistent.•Trained agents on key areas of customer service and support.Technical Solutions Representative II (Leveraged): Aug. 2012-Nov. 2014•Assisted customers through troubleshooting, account access management, and remote control support.•Process offline customer requests, coordinated with upper level support, and investigate issues reported by account team.•Maintained 100% average QA score and met customer-defined metrics for call times, resolution rate, CSAT, etc.•On-call “workflow” for County Of San Diego, involving ticket queue management and communicating with support teams regarding open, high priority tickets and ongoing severity issues.

Greater Detroit Area

Research Website Development Intern•Develop EditMe Wiki using HTML, CSS, Javascript, and XML.•Manage Foreign Company Directory, utilizing Microsoft Office to enter/store data and contact external companies.

Duties involved interacting with people (students and otherwise) when they had questions or needed information about housing, or if there was an issue that needed to be attended to. Campus Safety was notified for any emergencies or disruptive events that may have occurred. I had to answer phones and help people that came in looking for information about university housing and also gave tours of the facility.

During my last two years in high school I was a computer technician and worked on many different machines throughout the local schools. My duties included authorizing new machines on the network, installing operating systems and software, troubleshooting a wide array of problems, install peripherals on local machines and across the network, and manage network security software.

Java Developer Bootcamp

Created Minesweeper-type game for midterm project, incorporating a GUI with JFrame and JButtons.

Computer Engineering

Focus in Artificial Intelligence and Alternative Energy Treasurer of Alternative Energy Student Organization