Gregory De Four
IT ADMINISTRATION / ENGINEERING SUPERVISOR/ CUSTOMER RELATIONS
San Juan,Trinidad & Tobago
Summary
Driven and experienced individual in the technology field. Educated and trained in web development, computer systems management, customer service, operations management, and customer networking. Embarked on and led several projects to improve and transform the workplace through restructuring, training of employees, and improving the customer experience. These changes have led to a 40% increase in productivity, which translated to improved customer satisfaction, and a 22% to 30% year-on-year increase in revenue.
Overview
20
20
years of professional experience
8
8
years of post-secondary education
Work History
IT ADMINISTRATION / ENGINEERING SUPERVISOR/ CUSTOMER RELATIONS
Busy Business Systems Limited
Port Of Spain, Trinidad
10.2013 - Current
- Used data analytics to detect failures and improved profits by 22% to 30% year on year.
- Evaluated and restructured technical department
- Supervised 8 engineers and maintain efficient department
- Enhanced customer support and relations by implementing improved active customer communication and care
- Provided and managed copier and computer hardware and software support to customers
- Managed Network Infrastructure Support to customers
- Managed Network Security, backup, and email support
- Trained technical staff in customer relations and improved support techniques
- Provided recommendations and participated in IT software projects to facilitate system upgrades
- Installed and maintained software systems such as Microsoft Dynamics, Sage Peachtree, QuickBooks, and Microsoft SQL
- Created training procedures for installation and maintenance of software and hardware
- Implemented and maintained virtualized environments
- Perform weekly penetration testing and other cyber security methods to identify any possible security vulnerabilities and apply patches where necessary
- Edit company's website
- Implemented several policies for modernization and improved performance.
- Coordinated activities with other departments to develop cross-functional strategic plans to enhance company performance
- Conducted site assessments for planned projects, verifying viability of location choices and illustrating potential obstacles
- Developed work plans for various personnel roles, designing to suit required competencies and technical goals of ongoing efforts
- Established project goals to carry out directives of top management
IT ADMINISTRATION / OFFICE SYSTEMS ENGINEER
Eric Solis Marketing Limited
San Juan, Trinidad
10.2001 - 09.2013
- Office equipment and machines maintenance
- Provided support for computers, copiers, and software at office and field customers
- Network Infrastructure support to office and to customers
- Network upgrades, maintenance, security implementation, backup, and email support
- Created training procedures and facilitated training of technical staff in computer networking, repairing, and servicing of office machines
- Provided recommendations and participated in IT software projects to facilitate system upgrades
- Provided maintenance and upgrades to servers, computers, and laptops
- Verified accounting server's daily stability
- Implemented and maintained virtualized environments
- Performed weekly penetration testing to identify any possible security vulnerabilities and applied patches where necessary
- Edited and updated company website
- Handled 25 to 30 calls per day to address customer inquiries and concerns
- Offered friendly and efficient service to customers, handled challenging situations with ease
- Exceeded goals through effective task prioritization and great work ethic
- Resolved problems, improved operations and provided exceptional service
- Proved successful working within tight deadlines and fast-paced atmosphere
Education
BSc Hons - Information Technology
University of Hertfordshire, England Via CTS College of Business & Computer Science Ltd
England 09.2019 - 07.2020
HP Online Training - HP Products
HP University
Online 06.2019 - 07.2020
NESC Certificate -
Advanced Solutions Technical Institute
Trinidad 04.2018 - 06.2018
BSc. Degree - Electrical And Electronic Engineering
College of Science Technology And Applied Arts
Trinidad 09.2002 - 06.2006
City And Guilds of London Diploma - Electrical and Electronic Engineering Technology
Trinizuela Technical And Vocational College
Trinidad 09.1998 - 06.2000
Skills
Coordinating with supervisors
Customer relationship building
Customer acquisition and retention
Engineering abilities
Team building and management
Web design
Video and audio editing
Customer-focused service and support
IT hardware and software installation, upgrades and maintenance
Training engineering and technical staff
IT and network administration
Remote support
Trend Analysis
Project management
Penetration testing - Cyber Security
Data visualization and analytics
Timeline
BSc Hons - Information Technology
University of Hertfordshire, England Via CTS College of Business & Computer Science Ltd
09.2019 - 07.2020
HP Online Training - HP Products
HP University
06.2019 - 07.2020
NESC Certificate -
Advanced Solutions Technical Institute
04.2018 - 06.2018
IT ADMINISTRATION / ENGINEERING SUPERVISOR/ CUSTOMER RELATIONS
Busy Business Systems Limited
10.2013 - Current
BSc. Degree - Electrical And Electronic Engineering
College of Science Technology And Applied Arts
09.2002 - 06.2006
IT ADMINISTRATION / OFFICE SYSTEMS ENGINEER
Eric Solis Marketing Limited
10.2001 - 09.2013
City And Guilds of London Diploma - Electrical and Electronic Engineering Technology
Trinizuela Technical And Vocational College
09.1998 - 06.2000