Customer service expert
DIOGENE MUKAMA
Computer Technician Support
Clayton,NC
Summary
Skilled Technologist with experience configuring computers, servers and peripheral devices to work within established company and security parameters. Devoted troubleshooter with understanding of Network Shares, Printing, IPv4 Sub-netting and Routing.
Currently I am Learning Python,Linux and studying to get my CCNA(Cisco Certified Network Associate) towards CCNP/CCIE to become a Senior Network Engineer with interest in Cloud Engineering and learning new technologies.
Overview
6
6
years of post-secondary education
9
9
years of professional experience
Work History
Help Desk Technician/Clerk
United States Postal Service
Clayton, NC
04.2019 - Current
- Answered telephone calls to field inquiries from clients, vendors and various other callers seeking information.
- Kept physical files and digitized records organized for easy updating and retrieval by authorized team members.
- Interacted with customers professionally by phone, email or in-person to provide information and directed to desired staff members.
- Delivered clerical support by efficiently handling wide range of routine and special requirements.
- Configured hardware, devices and software to set up work stations for employees.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
Lead Mental Health Technician
WakeMed Health & Hospitals
Raleigh, NC
08.2017 - 03.2019
- Engaged with colleagues in treatment team meetings to promote positive patient treatment outcomes.
- Performed scheduled patient safety checks and documented results to establish patients' well-being.
- Identified behaviors that necessitated intervention and obtained assistance from qualified personnel to complete intervention.
- Observed patient behaviors and mental status and notified RN of unusual or potentially dangerous occurrences.
- Treated clients and families with respect and dignity.
Customer Service Associate
Angus Barn Ltd
Raleigh, NC
06.2016 - 07.2017
- Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Improved customer satisfaction ratings by addressing issues and fostering timely resolution.
- Informed customers about special promotions and provided detailed information for various products.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
Lead Customer Service Agent
Delta Airlines
Morrisville, NC
10.2015 - 10.2016
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Fielded customer questions regarding available airline tickets.
- Assisted Passengers with a safe check in and check out.
- Facilitated passenger boarding onto flights
- Issued flight tickets to passengers.
Help Desk Support Technician
Palast Rock Hotel
Kigali, Rwanda
01.2012 - 09.2015
- Documented all transactions and support interactions in system for future reference and addition to knowledge base.
- Configured hardware, devices and software to set up work stations for employees.
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
- Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
- Built and provided basic end-user troubleshooting and desktop support on Windows, and Mac systems.
- Assisted customers with product selection based on stated needs, proposed use and budget.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Education
Associate of Science - Biochemistry
MOUNT KENYA UNIVERSITY
KIGALI-RWANDA 09.2012 - 11.2014
High School Diploma -
G.S SAINT ANDRE
KIGALI-RWANDA 01.2008 - 11.2011
Skills
Technical issues analysis
Mac systems
Microsoft Office
Written Communication
Troubleshooting
Good listening skills
Staff education and training
Leadership and staff Management
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Interests
Python,Ainsible,Network Automation&Cloud Computing
Timeline
Help Desk Technician/Clerk
United States Postal Service
04.2019 - Current
Lead Mental Health Technician
WakeMed Health & Hospitals
08.2017 - 03.2019
Customer Service Associate
Angus Barn Ltd
06.2016 - 07.2017
Lead Customer Service Agent
Delta Airlines
10.2015 - 10.2016
Associate of Science - Biochemistry
MOUNT KENYA UNIVERSITY
09.2012 - 11.2014
Help Desk Support Technician
Palast Rock Hotel
01.2012 - 09.2015
High School Diploma -
G.S SAINT ANDRE
01.2008 - 11.2011
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