Summary
Overview
Work History
Education
Skills
Certification
Personal Information
Languages
Timeline
Generic

Eric Kavula Mususu

Euless,TX

Summary

Help Desk analyst with 10 + years of experience providing technical support for personal computer, Mac OS, ATM, Point of sale and Client/Server for medium and large size businesses. Proficient in diagnostics, troubleshooting and resolving Hardware/software issues. Fluent in French, I specialize in call center operations and laptop/desktop support for technical and non-technical end users in the north Americas and European French speaking sites.

Overview

22
22
years of professional experience
1
1
Certification

Work History

POS/Desktop support

TOYOTA MUSIC FACTORY
Irving, TX
10.2020 - 12.2025
  • Ticket and incident management using Service Now
  • Supporting back of house PC, Mac, printers and peripheral issues.
  • Basic network on site trouble shooting.
  • TOAST point of sale Back and front of house support.
  • Vendors point of contact for new install, upgrade or equipment removal.

system analyst/ Tech support/vendor manager

DIEBOLD NIXDORF
Irving, TX
09.2015 - 08.2020
  • managing and monitoring ATMs, including software deployment, security, and performance using Seras (service electronic reporting system access)
  • creating tickets for technical support, parts orders, or on-site service suing DN (all connect services)
  • Point of contact for Cash management vendors and on-site repair technicians.

Advanced functionality analyst/vendor manager

CARDTRONICS INC.
Frisco, TX
12.2014 - 08.2015
  • Answering inbound calls and e-mails for new installs, removal and service requests.
  • logging and monitoring incidents vias Service now
  • Monitoring ATM transactions for unusual activities.
  • Remote support and software deployments.
  • Dispatch for onsite technicians when repairs are needed.
  • Dispatching cash management companies for replenishment
  • Following up via phone or e-mail after every dispatch where troubleshooting has been remotely performed for quality assistance.

Laptop repair/helpdesk technician

SMS INFOCOM HP TECH SUPPORT AND REPAIR
Grapevine, TX
01.2014 - 12.2014
  • Providing warranty repair services for Hewlett Packard (HP), Lenovo and Dell.
  • Receiving inbound calls from consumer and commercial users, troubleshooting the issues by phone or when necessary, via remote software, logging issues using a ticketing system (My service) and escalating to different teams for resolution.
  • Repairing reimaging and maintaining Laptops received in the repair center.
  • Affiliated Computer Services Inc. a XEROX company

POS/ Desktop Help Desk Analyst II

Affiliated Computer Services Inc. a XEROX company
Lewisville, TX
04.2007 - 09.2013
  • Bilingual (French & English) Point of sale and Desktop support for Valeant pharmaceutical, POS and desktop support for Burger king stores and EUC.
  • Administer user accounts (e-mail, active directory….) Troubleshooting and assisting clients with VPN, connectivity and other network issues.
  • Resolving technical issues by phone, via remote assistance (PC anywhere, remote desktop, log me in 123, VNC).
  • Logging incidents using ticketing systems such as Service Center and Remedy.
  • Providing leadership to the team as well as researching and developing more efficient solutions for reoccurring issues.
  • Supporting Point of Sale machines running with the ALOHA Software.

Technician

Verizon Returns/New Breed Prologistics
Fort Worth, TX
07.2003 - 04.2007
  • Repairing diverse mobile phones (GSM, CDMA, PDA…) and providing corrective solutions for day-to-day issues.
  • Performing surface mount soldering to replace bad components.
  • Identifying and reporting routine process deficiencies to department supervisor.
  • Assisting in the training of proper procedures and hands on instruction for new team members.

Final quality assistance agent

Nokia Ltd
Fort Worth, TX
  • Flash and reload of software.
  • Radio frequency testing (RF).
  • Level 2 refurbishment, system connect repair and soldering.

Education

Bachelor of Science - business and management, Information Systems

University of Texas in Arlington
Arlington, TX
12-2026

Associate's degree - applied science

North Lake Community College
Irving, Texas

Skills

    HARDWARE

  • PC
  • MAC OS
  • POINT OF SALE
  • ATM
  • TOAST

    • SOFTWARE

  • ACTIVE DIRECTORTY
  • SERVICE NOW
  • OFFICE 365
  • ALOHA SYSTEM
  • ACTIVE DIRECTORY
  • VPN CLIENT
  • LOG ME IN RESCUE
  • PC ANYWHERE
  • REMOTE DESKTOP

Certification

A PLUS

Personal Information

Title: Help Desk Analyst

Languages

French
Native or Bilingual

Timeline

POS/Desktop support

TOYOTA MUSIC FACTORY
10.2020 - 12.2025

system analyst/ Tech support/vendor manager

DIEBOLD NIXDORF
09.2015 - 08.2020

Advanced functionality analyst/vendor manager

CARDTRONICS INC.
12.2014 - 08.2015

Laptop repair/helpdesk technician

SMS INFOCOM HP TECH SUPPORT AND REPAIR
01.2014 - 12.2014

POS/ Desktop Help Desk Analyst II

Affiliated Computer Services Inc. a XEROX company
04.2007 - 09.2013

Technician

Verizon Returns/New Breed Prologistics
07.2003 - 04.2007

Final quality assistance agent

Nokia Ltd

Bachelor of Science - business and management, Information Systems

University of Texas in Arlington

Associate's degree - applied science

North Lake Community College

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