Support Representative Service
Resume:
Gloire Tshibangu
(**7) 777- 4281
**************@*****.***
PROFILE
• Good knowledge of Transmission Line theory and its use in telecommunication system
• Experience and Knowledge of OSPF, EIGRP, VLAN, HSRP, ACL, STP,BGP,IP sec
• Knowledge in configuring and troubleshooting Cisco routers and switches
• Knowledge of Wireless technologies: 4G/LTE, WCDMA, GSM, MIMO, UMTS
• Good Knowledge of OSI model, IP networking and troubleshooting (Wireshark, IPv4)
• Strong report writing and presentation skills
• Fast learner who is able to Adapt well to changes
• Proactive individual who works effectively with teams
• Fluent in English and French
EDUCATION
2017 Humber College, Toronto, Ontario
Postgraduate in Wireless telecommunication
2014 Bangalore University, Bangalore, India
Bachelor of Science in Electronics
(Equivalent to a Bachelor’s in Electronic Engineering) 2011 Technical School of applied science, Kinshasa, DR Congo Diploma in Industrial Electronics
PROFESSIONAL EXPERIENCE
Feb 2019 First Data Corporation
to Present Mississauga, Ontario
SR CONTACT CENTER SPECIALIST
Communicate electronically with POS users experiencing difficulties to determine and document problems experienced
Consult user guides, technical manuals and other documents to research and implement solutions
Reproduce, diagnose and resolve technical problems encountered by users
Provide advice and training to users in response to identified difficulties
Provide business systems, network and Internet support to users in response to identified difficulties
Collect, organize and maintain a problems and solutions log for use by other technical support analysts Jan 2019 Rogers Communication
to Oct 2019 Toronto, Ontario
TECHNICAL SUPPORT CONSULTANT (Hi Speed Internet (Part time)
• Provide support to Internet customers set up new modem
• Troubleshoot and fix area outrage or any physical damage causing single modem offline
• Help client to set up IMAP or POP emails,
• Configure new modem preferences and adding security access on customers’ demands
• Provide support on Interment internet, slow speeds and IGNITE TV August 2017 Precise Park link
to December 2018 Toronto, Ontario
BILINGUAL TECHNICAL SUPPORT
• Working in a call centre environment to confer with customers by telephone assisting them to use Credit or debit to pay for the parking
• Provide required information to the manager about debits, credit cards for refund or obtained details of complaints
• Assisted customers to print tickets remotely using PUTTY
• Updated the customers' records, notes after every calls January 2016 NX Utilities
to August 2016 Toronto, Ontario
TECHNICAL SUPPORT/TECHNICIAN
• Responsible for designing FTTB (fiber to the building) projects for a major communications company
• Analyze clients current and future needs, select and assign appropriate equipment, facilities and installations
• Design telecommunication infrastructures and facilities on the buildings in accordance with engineering principles, guidelines, policies and safety standards
• Liaison with project coordinators and members of other departments to provide quality drawing
November 2015 Teltech Telecom
To January 2016 Montreal, Quebec
FIELD TECHNICIAN
• Utilizes various test equipment to analyze equipment trouble and takes appropriate maintenance action.
• Responsible of Interfaces with customer to negotiate the placement of equipment, assistance with account registration, e-mail, and web access, and training the customer on how to use the new equipment.
• Respond to customer’s queries regarding login, password reset and assisting them on phone
September 2014 WIKIMAX
to October 2015 Kinshasa, Congo DR
NETWORK ADMINISTRATOR
• Responsible for WAN, LAN, Wireless LAN, Internet and intranet network maintenance including routers and switches.
• Maintained accurate and up to date infrastructure monitoring and provided continuous improvement feedback by identifying network optimizations opportunities
• Identify customer’s needs and provide emergency 24 x 7 on-call support
• Provide support for data center operations including racking; overseeing structured cabling, data center expansion and or migration.
• Managing & troubleshooting of the network and Internet connectivity throughout the organization
Dec 2011 The Minacs Group
To June 2012 Bengaluru, India
CUSTOMER SERVICE REPRESENTATIVE
Contacted regular and prospective customers to demonstrate the MBNA credit cards, explained their features, and solicited orders.
Conferred with customers by telephone to provide information about the credit cards, cancelled accounts, or obtained details of complaints
Completed balance transfers with MBNA customers
Updated the customers' records, credit applications, Product services
Processed card upgrades and activation
Dec 2008 Hytec Automotive Group
To Sept 2009 Johannesburg, South Africa
BILINGUAL TECHNICAL SUPPORT REPRESENTATIVE
Provide standard ICT operations functions and security infrastructure including incident management, change management, problem management, inventory management etc
Provide technical expertise in the implementation, support, administration of Computer, network technology and telephone systems
Prioritizing issues of varying severity and managing the resolutions of all issues within accepted services levels
Plans and preforms hardware, software, appliance and related tools installations, configurations, maintenances and upgrades on the enterprise systems
Review and respond to email inquiries
Contact this candidate