Gerard Christian Ngamuyeka

About Me

Education

Training & Certificates

Contact Me

Technical Skills

Technical Service Manager

My life's passion is a lifetime of

experience in I.T. Service Desk

Management, Technical Support

and Customer Service as a

Bilingual French and English

speaker. I believe I can be a

valuable contributor to your

growing organization.

2005-2008

ZEHEK Computer Training

Institutes, Nigeria

2000-2005

National University of Pedagogical

Studies

Business Administration and Political

Science

Computer Hardware engineering

Computer maintenance and software

Installation

Certified N+ and A+

Perform troubleshooting and

installing various applications

Repairing and fixing all kinds of

personal computers. • Software

update

Assembly of new computers

Google Adwords

Salesforce

Linkedin Project Management

Hubspot Sales 101 Training

Pre-University College: C.S. Tshika

Technical Studies in General

Machinery and General Electricity

+63-927-***-****

advrj2@r.postjobfree.com

Antipolo City, Rizal,

Philippines 1870

Helpdesk / Technical Support

/IT ( Level 1), Issue resolution

/ Escalation

End – Users Support /

Customer Service Skills /

Sales Support

Ticketing tool ( Service Now

Helpdesk

Language

English

French

Work Experiences

Apply knowledge and services, VOIP technology and networking hardware and software

Provide technical support to customers, troubleshoot and repair solutions • Understand network architecture required to support VOIP services. Recommend network hardware, software and design elements.

Provide excellent account management, project management and technical consulting to Ring Central's clients.

Answer technical questions, solve technical problems and suggest appropriate workarounds both French and English language

Provide quick and accurate handling of support interactions - phone, chat, screen sharing and email

Handle and resolve customer inquiries, questions, complaints, and billing concerns with the highest degree of courtesy and professionalism utilizing all resources available given to Tier 1 Representatives.

Works directly with the IT Infrastructure teams and IT Executive Management to gain sponsorship for their initiatives and exceeding client goals. Global Service Support (Bilingual / French and English) RING CENTRAL

September 2020 to May 2022

Provide excellent account management, project management and technical consulting to Five9's clients who have enrolled in TSM & TAM Services. Build and maintain an Trusted Advisor relationship; understand their business needs, propose recommendations and solutions designed to optimize Five9's platform and enhance operational effectiveness

Manage service interruptions which could impact client’s business operations; research root cause analysis and communicate next steps to clients and internal teams to help mitigate any risk.

Keep clients informed of any/all issues that could potentially impact Five9’s platform such as routine maintenance, patches, software product changes and releases.

Partner with internal account teams and other business units to foster an environment of learning, execution, and continuous process improvement. Provide customer support case oversight and status updates to both internal management and clients on a regular basis.

Adopt a proactive mindset to help anticipate client’s needs and mitigate service and operational issues.

Technical Service Manager (Bilingual / French and English) Five9

October 2022 to Present

French Bilingual I.T. Service Desk Management.

Assists customers both in French and English from one of the leading and biggest Arts and Frames Stores in the USA .Michaels Stores Arts and Frames. Bilingual ITS Help Desk / IT Support (French)

PEOPLE PLUSTECH (As Accenture Contractor)

June 2015 to September 2016

Provides 1stlevel of support to end –users in both French and English language • Resolves technical issues through phone, email in both French and English language Addresses software issues such as installation, updates Provides hardware support such as No Power / POST, replacement of peripherals Provides initial fault diagnosis and triage for minor issues, and coordinating with other Level 1.5 and Level 2 resources to resolve and fix major issues as part of the Global IT Team.

Keeps users informed of tickets progress and status and provide workaround • Create and Updates Knowledge Base articles based on issues encountered for future reference

Log all requests / Incidents into the corporate helpdesk system, and assigning to the appropriate resolutions queues.

Bilingual ITS Help Desk / IT Support (French)

ACCENTURE PH

September 2016 to January 2019

Resolves technical issues related to Internet ( ADSL, PureFibre ) through phone, email in both French and English language

Log all requests / Incidents into the corporate helpdesk system, such as SFDC

(Salesforce), SNOW (Service Now) and assigning to the appropriate resolutions queues if necessary.

Handling NAAS (Network as a service) or SD-WAN interactions which is a Cloud based computing allowing employees, streamlines data access, secure their business network and enhance their productivity.

Handling the Cisco Meraki Dashboard alarms and calls Do follow ups on the cases or tickets daily and provide the customers with the proper workaround.

Operations Technical Support Rep III (Bilingual / French and English) TELUS INTERNATIONAL PHILS

March 2019 to September 2020

We ensure that customer-service representatives are interacting with clients in ways that serve a business's best interests.

As quality-assurance analysts often I monitor phone calls to measure performance

The reduction of business risk.

Improving the quality of call center agents calls (voice and email) • Continuous improvement in business processes

The reduction of agent attrition

Highlighting areas of risk in your business

Quality Analyst

ADITYA BIRLA MINACS (India & Philippines)

January 2015 to June 2015

As a customer service representatives and French associates Representatives

(India and Philippines).

For Canadian Bank (MBNA and TORONTO DOMINION).

We do sell credit cards to the new customers and offer them also the options to avail our different offer on our products that comes with a low monthly interest and without any subscription fee. And also offer them our cards that will allow them to reimburse the debt they have with other financial institutions with Zero

(% 0) interest within a certain period of time.

French (Canada) Customer Service and Sales Support ADITYA BIRLA MINACS (India & Philippines)

January 2015 to June 2015

As a customer supports for account called FLEXIS. It’s a movie and streaming downloading website.

We do the refunding and the deleting or Cancelling of customer’s account that are willing to terminate their online subscription.

Customer Service Representative

MAGELLAN SOLUTION OUTSOURCING INC.

January 2015 to June 2015

Performs Troubleshooting and create tickets in a timely manner. As the POC I handle all calls and do interact with the customers via phone or emails with a customer satisfaction. Experience in Technical & Helpdesk Support or equivalent.

Experience with ticketing systems (Service Now)

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