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Serge Tshienda MUNDELE

**** ******** ***** ***** ***, Ottawa, Ontario K1V 0H2

819-***-**** - adiz92@r.postjobfree.com

SUMMARY OF QUALIFICATIONS

Success-driven, results-focused, and adaptable IT professional experience in IT operations and encompassing technical support, workstations maintenance, and network administration. Possess adeptness in implementing technology-based solutions for business problems, along with standards, procedures, and processes that improve business functionality. AREAS OF EXPERTISE

Help Desk Ticketing Systems

Office 365 Management

Tier 1 and 2 level Troubleshooting

Active Directory user management

Client and Server Technology

Build/Manage Virtual Machines

TECHNICAL/COMPUTER SKILLS

Operating systems Windows 10, Vista (32-bit /64-bit); Windows 7/8 (32-bit/64-bit), Linux distribution’s (Ubuntu), Windows Servers

Networking LAN, WAN, WI-FI, TCP/IP, VPN, DHCP,DNS

Patch Management Desktop Central, Comodo One

Security & vulnerability

scanners

Windows Firewall, Symantec Antivirus

Remote/Shadowing Zoom, VPN, Ms. Remote Controller, SCCM, Skype Ticketing Systems Remedy, Spicework, Isupport

Desktop App Microsoft Word, Excel, Outlook, PowerPoint Software Inventory and

Administration

Spiceworks, Desktop Central, Office 365

LANGUAGES: Native French Speaker Good in English (written and spoken), Mandarin Spoken Page 2 of 3

PROFESSIONAL EXPERIENCE

IT Service Desk Analyst June 2019 – at present

Nova Networks, Ottawa/CA

First level support

Second level support

Incidents management

Requests management

Citrix XenApp

Active Directory

User management

Escalating incidents and service requests to the next level of support if necessary.

ITIL (Information Technology Infrastructure Library )

Manage the overall desk activities, including the supervisors

Processing incidents and service requests initiated by customers using either the Self-Service Portal, email, or telephone.

Creating incidents and service requests on behalf of customers.

Recategorizing incidents by service and category.

Setting the priority for resolving incidents based on impact and urgency.

Investigating and diagnosing incidents and researching solutions.

Managing service requests to make sure that they are not breached.

Experienced with the latest (Microsoft products - Office suite applications, Windows 10 and 7 desktop, server and mobile operating systems, Active Directory, Exchange, … ) IT Support Technician (Consulting) July 2014 – June 2018 C-Connect, Beijing/China, Kinshasa/D.R.Congo

Initiated incident tickets, follow escalation protocol, and work issues to resolve

Conducted initial support, classification, and prioritization activities.

Provided constant follow-up and communications for closure of daily incidents to affect the customer.

Monitored the status and progress toward resolution of all open incidents.

Route requested to other Support Groups when required.

Contributed to, evolution of role and responsibilities

Communicate effectively on the phone, and in-person.

Produced clear and concise written communications, for incident management.

Monitored all systems for any Tier 1 or Tier 2 related problems. IT Support Technician April 2011 – July 2014

EMBASSY of the Democratic Republic of Congo, Beijing/P.R.China

Managed all aspects of IT at jobskillshare.org platform.

Facilitated a weekly IT seminar for user training

Setup complete connectivity to corporate network for remote locations. Created VPN tunnels to off-site locations.

Provided Tier 1, Tier 2 support to the staff.

Troubles hooted, managed, installed, and imaged desktops and phones within the customer environment

Managed and maintain images related to desktop software and ensure that current versions are in place.

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OTHER EXPERIENCE

Customer Service Agent November 2018 – January 2020 Scotiabank, Ottawa/Canada

Responded to customer inquiries or resolving customer concerns on the spot and/or escalating as appropriate; projecting a professional image at all times by ensuring counters, workstations in addition, surrounding areas are maintained and organized;

Demonstrated confidence and knowledge by ensuring transactions are thorough and accurate; Demonstrated respect and knowledge in every customer interaction.

Developed a clear understanding of the Branch’s financial and non-financial goals; Promoting the Bank’s products/services;

Identified/anticipated and responding to customers’ needs by introducing/referring all sales opportunities to the appropriate sales officer on the spot and/or through Sales Builder; ACADEMIC QUALIFICATIONS AND CERTIICATIONS

Master’s degree in Information & Telecommunication Engineering 2010 – 2014 University of Science & Technology Beijing, Beijing/P.R. China

Bachelor’s in Electronic/Telecommunications Engineer 2002 – 2008 Higher Institute of Applied Technics, Kinshasa/D.R. Congo TRAINING AND QUALIFICATION

Certificate of Internship in Cisco Network Associate February 2015 Wuhan ZD Information & Technology Co,. Ltd., Wuhan/P.R.China Courses with the interconnection of Cisco Products: Cisco CCNA and CNP Cisco Unified Communications Manager IT Training (Under Processing)

MS Office365 Administration

IT Ticketing System Training

Active Directory User Management

References Available Upon Request

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