Augustine Mukoka
Frisco,TX
Summary
Experienced journalist with a diverse background in sports, politics, social, and developmental issues, specializing in Africa. Skilled in delivering efficient technical support and promptly resolving customer issues as a customer service specialist. Proven track record in troubleshooting software and hardware problems, resulting in heightened user satisfaction. Possesses effective communication and problem-solving abilities.
Overview
21
21
years of professional experience
Work History
Help Desk Representative
NCR
10.2023 - Current
- As a Helpdesk Support agent, I am responsible for offering stellar customer service, applying a combined skill-set of active listening, adapting to trends, promoting collaboration among team members, and demonstrating empathy while using various channels that require prompt action to resolve issues clients encounter when interacting with All Point Automated Teller Machines (ATMs). I also maintain a positive and professional attitude when handling tech support tickets that require dispatching agents to service areas.
- Assisted customers remotely using remote desktop tools, diagnosing hardware and software issues efficiently.
- Achieved high levels of user satisfaction through consistent follow-up on outstanding tickets until resolution.
- Contributed to the development of a comprehensive knowledge base, assisting peers in resolving common problems efficiently.
- Stayed current with industry trends by attending relevant training sessions and conferences.
Consultant & Web Content Editor
Media Theory
06.2011 - 12.2023
- Provided digital and communication strategies that included public relations, issues advocacy and social media campaigns.
- Gathered political and economic trends in various African countries & published on websites.
- Developed communication strategies for political figures in among other countries Zambia, the Democratic Republic of Congo, Liberia, Uganda & Nigeria.
- Managed client websites, created content and advised them on developing structures for proper operations.
- Managed social pages for clients with one Facebook page scaling up to over 1 million followers.
Patient Support Specialist
Teladoc
09.2018 - 03.2023
- Joined Teladoc as a member service specialist, responsible for helping clients schedule virtual visits and resolve RX issues they encountered during their interactions with physicians. Thereafter, I was promoted to the position of a Patient Support Specialist in which role I offered tech support service to clients who had scheduled virtual visits by assisting them in navigating electronic devices before their virtual interactions with physicians, resetting passwords, helping retrieve login details, and researching insurance eligibility benefits.
Center Consultant
FedEx
01.2015 - 09.2018
- Maintained accurate records of all client interactions and was responsible for managing a corporate store. Duties included handling printing orders, shipping, and designing presentations, posters, and business cards.
Sports Journalist & Editor
The Post Newspapers
11.2003 - 03.2011
- Delivered authoritative & investigative sports coverage with careful attention to match facts, stats and predictions.
- Managed a sports columns titled Full Time that held public sports officers accountable.
- Covered the Africa Cup of Nations in 2006 in Egypt & 2008 in Ghana.
- Covered the 2008 All Africa Games in Algeria
- Covered the 2006 World Cup in Germany & 2010 in South Africa.
- Won numerous local sports awards for best writer and attended various conferences by FIFA, AFP & Others.
Education
Bachelor of Arts - Arts, Technology & Emerging Media (ATEC)
The University of Texas At Dallas
Richardson, TX12-2023
Associate of Arts - Communications
Richland College
Dallas, TX12-2018
Skills
- Service ticket tracking
- Report creation
- Operating systems
- Training abilities
- Report Generation
- Documentation
- Remote Support
- Customer Education
- Security awareness
- Technical Support
- Escalation management
- Report Preparation
- Online Chat Support
- Incoming Call Management
- Technical Troubleshooting
- Regulatory Compliance
- Web Technologies
- Call Center Operations
- Multitasking
- Analytical Thinking
- Ticketing systems
- Network Fundamentals
- Software Knowledge
- Hardware knowledge
- Application support
- Network Troubleshooting
- Help Desk Software
- Teamwork and Collaboration
Accomplishments
- January/February 2021 – Successful performance review (Teladoc)
- January-August 2020 – Maintained an excellent performance record September 2019 – Q3 Elite Agent
- September 2019 – Employee of the Month
- June 2019 – Q2 Elite Agent
- January & February 2019 – Master Agent
- November 2018 – Master Agent
Languages
Swahili
Native or Bilingual
Bemba
Native or Bilingual
Timeline
Help Desk Representative
NCR
10.2023 - Current
Patient Support Specialist
Teladoc
09.2018 - 03.2023
Center Consultant
FedEx
01.2015 - 09.2018
Consultant & Web Content Editor
Media Theory
06.2011 - 12.2023
Sports Journalist & Editor
The Post Newspapers
11.2003 - 03.2011
Associate of Arts - Communications
Richland College
Bachelor of Arts - Arts, Technology & Emerging Media (ATEC)
The University of Texas At Dallas