Customer Service Technical Support

Audrey Mupwapwa Mwambele

**** * **** *** *** ****

Westminster, CO 80031

720-***-**** - **************@*****.***

Highlights of Qualifications

• 1+ years of experience in Information Technology.

• Cisco certified professional.

• Consistent knowledge of LAN administration and support.

• Consistent knowledge of Java programing, HTML5, SQL...

• Quick learning ability and willingness to acquire new skills.

• Organized, detail and result oriented.

• Strong knowledge and ability in written and spoken communication.

• Strong skills in time management, prioritizing tasks, and meeting deadlines. Core Competencies

Technology

summary

• Windows environment platforms.

• Cisco IOS (Routers and Switches).

• Testing and Troubleshooting.

• System & Network upgrade.

• Wireshark.

Communication

and people

skills

• Consistent positive attitude.

• Articulate and effective in working with people of different backgrounds and temperaments.

• Can accurately record and verbally communicate detailed information. Organization

and time

management

• A problem solver who quickly grasps complex situations and turns them into manageable tasks to make right decisions.

• Comfortable working both in teams as well as individually.

• Produces quality work even when under extreme pressure and deadlines.

• Proven ability to understand and follow complex instructions to successful conclusions.

Certifications • CCNA Routing and Switching & Opened to take and pass any other certifications required within a reasonable timing.

Relevant Work History

Vodacom Congo (Kinshasa, Congo) Feb 2012-Dec 2012

Customer Technical Support

• Answer inbound customers calls end enquiries

• Quickly and effectively solved customer issues and explain new products (30 to 50 calls/day).

• Support customers with online billing and account issues

• Create tickets to resolve customer issues and determine level of severity

• Inform customers about their tickets resolution process

• Maintain quality control/constantly seeking new ways to improve customer service satisfaction.

Direction Generale de Recettes de Kinshasa, DGRK (Kinshasa, Congo) Jan 2013-Nov 2014 Computer Network technician

• Install new hardware or software systems or components, ensuring integration with existing network systems.

• Test computer software or hardware, using standard diagnostic testing equipment and procedures.

• Create or update technical documentation for network installations or changes to existing installations.

• Back up network data.

• Maintain logs of network activity.

Walmart (Aurora, CO) Mar 2015- May 2016

Sales Associate

• Greet customers in a timely, professional and engaging manner.

• Provide an honest and feedback to customers regarding merchandise style and fit.

• Work as a team player to ensure each customer receives the best service possible.

• Perform daily department maintenance tasks including stock work, re-merchandising, display, price markdowns, merchandise transfers and light cleaning.

• Resolve customers’ issues such as complaints, returns and exchanges.

• Perform other duties under supervisor’s directives when requested. Nordstrom Rack (Boulder, CO) May 2016- Present

Retail Sales & Service Experience

• Make the customer experience quick, easy and fun.

• Help customers uncover the great deals they’re looking.

• Provide a fast and efficient checkout.

• Answer the phone, make sure the store is clean, clutter free and easy to shop. Education

University of Kinshasa, (Kinshasa, Congo) 2010-2014 Mathematics & Computer Science (Bachelor degree: Not completed)

Front Range Community College (Westminster, CO)

2016-Present

Associate of Art Degree (Ongoing)

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