Administrator
Resume:
Page *
CV. Patient Kabinda Ngandu
PERSONAL DETAILS
Last Name: Ngandu
First Name: Patient Kabinda
Email: **************@*****.***
Location:
Cell Phone:
WhatsApp:
*** ******** ****/**********/*ohannesburg
Gender: Male
Race: African
Languages: English, French, Swahili, Zulu (level5) EDUCATION & QUALIFICATIONS
Date Institution/Organisation Degree/ Higher Certificates / Higher Certificates 2020 University of South Africa Bachelor of Commerce: Supply Chain & Operations management 2019 Central Johannesburg College Higher Certificates: Electrical Engineering (N6) 2009 Salama Technical High School Senior Certificate (Grade 12 / Matric / High School Diploma) PROFESSIONAL EXPERIENCE
Jan 2014 – Jan 2021
IBM
Responsibilities/Contributions:
BE SHARED SME / Trainer (June 2018 – Jan 2021)
- Provide technical support to clients and helpdesk agents.
- Provide hands-on coaching and training to agents.
- Identify training needs and prepare training packs.
- Re-evaluate and improve processes where applicable CSR Service Desk Analyst (Carrefour Enterprise) (Jan 2014 - present)
- Tasks and responsibilities:
o Handling internet and telephone-based customer queries from IBM employees in Europe. o Record accurate details of all actions taken when performing call/queue management o Making sure that 80% of inbound requests are resolve. o Run with all the high severity incidents.
o Dealing with both technical and non-technical people at all levels within the supported organisation. o Handle hardware related queries related to desktops and think Pads. o Manage time to meet SLA’s on problem updates and ACD targets. o Ensure a full commitment to customer SLA’s and KPI’s
- Helpdesk Technician
o supporting the following:
LAN and WAN.
Windows software.
Intranet networks.
- Applications:
o SAP Production, Manufacturing and Fico (Basic).
o Active Directory (Server 2003).
o Citrix.
o Office 2013 / 2010 / 2007 / 2003 / XP / 2000
o Windows 2000 / Windows XP / Windows Vista / Windows 7 / Windows 8 & 10 o MS Exchange 2000, Ms Exchange 2003, and Ms Exchange 2008 o Maximo
o Business Direct (AT&T)
o Outlook 2007 / 2010 / 2013
o Lotus notes
Page 2
o ARS/Fresh Service
o MS remote assistance.
o ServiceNow
o Care ticket (Carrefour France)
Reason for Leaving: I am looking for a new challenge in my career growth. PROFESSIONAL EXPERIENCE
January 2011 - January 2012
Appa Communication CC
IT technician
Responsibilities/Contributions:
- Fault finding, troubleshooting, and Supporting and installing all IT related issues.
- Software upgrading
- Computer assembling
Reason for Leaving: Company closure.
eLearning
Date Institution/Organisation Certificate
2019 Alison Advertising Your Business Online
2019 IBM SAP HANA Introduction
2020 www.skillzbook.com/CCMG Call Center Training
2020 www.skillzbook.com/CCMG Managing Customer service 2020 IBM Agile Program Fundamentals
2020 IBM Project Management Orientation
2020 IBM Introduction to MEA Data Science Community Asset Bank Membership
Date Professional body of the contact Centre Professional body Professional body ID August 2018-Present Contact Centre Management Group/CCMG No.825 BENELUX
Customers
1 Carrefour 21 Becton Dickinson
2 Securitas 22 Brenntag
3 Gates 23 Abbot
4 Atlas Copco 24
General Electric
5 Eandis 25 Johnson & Johnson
6 Isabel 26 Terumo
7 Solvay / Rhodia 27 IBM Internal (Twins Data centre) 8 Ravago 28 Agrifirm
9 Distrigas 29 Mistubishi
10 Barry Callebaut 30 Shulman
11 Toyota 31 Port of Rotterdam
12 Honda 32 AZ Klima
13 Solvay 33 IBM Internal
14 Esterline 34 UWZ
15 Omron 35 Essent
16 Nike 36
DHV
17 Bpost Bank
18 Delware consultant
19 Ortho Clinical Diagnostics
20 Daikin
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