Kouassi Kevin Kouadio
Technical Solutions Engineer | Application Support Engineer
Professional Summary
Technical Solutions and Application Support Engineer with 5+ years supporting enterprise SaaS, Warehouse Management Systems (WMS), and ecommerce platforms. Strong in SQL, APIs, production incident management, and SLA-driven client communication. Trusted liaison for global brands, coordinating commercial, warehouse, and engineering teams across the US, Canada, and Europe. Bilingual English and French.
Core Competencies
Support
Application Support
SaaS Support
WMS
Salesforce Commerce Cloud
Zendesk
Incident / Problem Management
Root Cause Analysis
SLA Compliance
24/7 On-Call
UAT
Go-Lives
Technical
Microsoft SQL Server
REST APIs
XML / EDI
IIS
JavaScript
React.js
Node.js
HTML
CSS
Git
Jira
ServiceNow
Collaboration
Cross-functional stakeholders
Client training
KPI reporting
Customer service leadership
Professional Experience
- Own advanced troubleshooting and root-cause analysis for enterprise WMS clients, restoring production issues with minimal warehouse downtime.
- Investigate SQL database failures, API integrations, ERP connections, and system workflows to resolve mission-critical incidents against SLA.
- Support go-lives, upgrades, UAT validation, and production monitoring so clients cut over without disrupting daily operations.
- Provide rotating 24/7 on-call coverage with proactive client updates during high-severity events.
- Built an Excel-to-SQL converter (MSSQL, MySQL, PostgreSQL) to speed bulk data loads and reduce conversion errors.
- Supported Salesforce Commerce Cloud for LVMH brands including Dior, Fresh, Givenchy, Make Up For Ever, Guerlain, Benefit, and Stella McCartney.
- Primary technical liaison for US and Canada digital applications, coordinating incidents with Paris HQ and vendor IT teams.
- Monitored order, shipment, and returns flows; escalated recurring breaks before they became systemic failures.
- Managed KPI dashboards and weekly RUN reporting for technical stakeholders and the Senior Domain Manager.
- Partnered with commercial and IT teams so technical fixes matched business priorities, not only ticket closure.
- Supported retail media clients by troubleshooting live campaign performance, tracking, and technical integrations.
- Tested client implementations, reported product bugs, and worked with escalation and R&D through to resolution.
- Improved internal processes and tools so Technical Solutions could partner with commercial teams, not only work the ticket queue.
- Developed and maintained web applications in React, Node.js, HTML, CSS, and JavaScript, including new features on the company site.
- Improved performance and responsiveness so interfaces stayed usable across devices.
- Led passenger check-in, boarding, and gate close-out for international flights; resolved real-time issues in a high-volume, time-critical operation while keeping airline and airport compliance intact.
Education
Full Stack Web Development Certificate — Rutgers University, New Brunswick, NJ, USA
2020
Bachelor’s, Marketing & Management — Legacy Institute, Abidjan, Côte d’Ivoire
2014
Bachelor’s, English Language & Literature — Université Félix Houphouët-Boigny, Abidjan, Côte d’Ivoire
2010