Service Representative Customer
Resume:
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
*************@*****.***
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)
Contact this candidate