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.
• 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.

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.

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.

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