Customer Service Technical Support

STEPHANE KIBUNGA

**** **** **,

CARY NC *****

Tel. 919-***-****,

E-mail : ***************@*****.**

OBJECTIVE

A position as a tier 2 desktop-phone support analyst

SUMMARY OF QUALIFICATIONS

• More than five years of technical support, with strong analytical skills and a broad range of computer

expertise

• Proven experience in network/hardware/operating system troubleshooting, PC assembly, system

integration, technical support, biometric scanners, and customer service help desk.

• Exemplary problem-solving skills; able to identify problems and implement corrective processes.

• Ability to work with several operating system including windows, Mac OSX and Linux

PROFESSIONAL EXPERIENCE

• HCL America – Deutsche Bank 06/2012-present

Helpdesk / service desk

MS- Office Suite: MS-Word, MS-Excel, Lotus Notes, SharePoint MS-Outlook/Exchange.

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Migration from Windows XP to 7 Upon request

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Remote desktop connectivity applications, VPN,Citrix, VSphere and VMware 4.1

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Windows, Lotus notes and Outlook password reset

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Application Deployment using DBMC7 (windows 7) and Prepop (XP)

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Blackberry enterprise activation: Maintenance with Blackberry Enterprise Servers (BES)

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RSA hard/soft tokens password resets and re-certification

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OS architecture knowledge and market data installation ex Bloomberg

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DB symphony Ticketing tool knowledge

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• Kodak, Durham, NC 05/2011-06/2012

Bilingual technical support: (French and English)

- Responding to incoming calls and assisting operators with questions regarding

Kodak equipment operation, technical troubleshooting and repair

- Remote desktop connectivity applications, VPN,Citrix, Vsphere and VMware.

- Establishing and maintaining effective customer relations

- Operation and reducing down time of the equipment

- Vantive Ticketing tool Knowledge

• Cree, Durham, NC 08/2009-05/2011

Machine operator:

Perform a variety of functions in the production of semiconductor devices

• Flextronics, Morrisville, NC 07/2008-09/2009

Computer operator:

Oversee the operation of computer hardware systems, ensuring that the machines are use as efficiently

and securely before shipping.

Tests customer equipment for defects before and/or after installation of new software

• Moduslink, Morrisville, NC: 01/2007-8/2009

Forklift drivers:

Responsible for loading and unloading trucks in a shipping and receiving warehouse

• Vodacom (DRCongo):

Customer Service, 05/2004-08/2006

Assist clientele as they enter office and via phone

Maintain working knowledge of all new products, services and promotions

EDUCATION

• University of Kinshasa, DR Congo, internationals relations

• Kaplan University, Network administration

LANGUAGE

French, English, Spanish and Swahili

Contact this candidate