Eric Kavula Mususu
Justin,TX
Summary
Help desk analyst providing comprehensive technical support for PC, Mac, ATM, and POS systems across diverse businesses. Expertise in diagnostics, troubleshooting, and resolving hardware and software issues, with a focus on bilingual support for technical and non-technical users in North America and French-speaking European countries.
Overview
1
1
Certification
23
23
years of professional experience
Work History
Helpdesk Technician
FIFA 2026 PROJECT
Arlington, TX
01.2026 - 07.2026
- Provided technical support for French-speaking end-users across various departments.
- Diagnosed and resolved hardware and software issues effectively.
- Managed the ticketing system to track user requests and solutions.
- Collaborated with IT team to implement system updates and upgrades.
- Assisted in maintaining inventory of computer equipment and supplies.
- Resolved customer inquiries in a timely manner.
POS/Desktop support
TOYOTA MUSIC FACTORY
10.2020 - 12.2025
- Provided front and back of house support for TOAST point of sale systems, ensuring smooth transactions.
- Supported back of house PC, Mac, printers, and peripheral issues to maintain operational efficiency.
- Troubleshot basic network issues on-site, ensuring connectivity and functionality.
- Ticket and incident management using Service Now
- Acted as vendor point of contact for new installs, upgrades, and equipment removals, facilitating timely deployments.
system analyst/ Tech support/vendor manager
DIEBOLD NIXDORF
09.2015 - 08.2020
- managed and monitored ATMs, overseeing software deployment, security, and performance using Seras (service electronic reporting system access)
- created tickets for technical support, parts orders, and on-site service using DN (all connect services)
- served as primary contact for cash management vendors and repair technicians, facilitating communication and issue resolution.
Advanced functionality analyst/vendor manager
CARDTRONICS INC.
12.2014 - 08.2015
- Handled inbound calls and e-mails for new installations, removals, and service requests to ensure timely responses.
- Logged and monitored incidents using ServiceNow to maintain system integrity.
- Monitoring ATM transactions for unusual activities.
- Provided remote support to troubleshoot technical issues for clients. and software deployments.
- Coordinated onsite technicians for repairs.
- Dispatching cash management companies for replenishment
- Conducted follow-ups via phone or e-mail after dispatch to confirm resolution of troubleshooting issues and maintain client satisfaction.
Laptop repair/helpdesk technician
SMS INFOCOM HP TECH SUPPORT AND REPAIR
01.2014 - 12.2014
- Reimaged and maintained laptops received in the repair center, ensuring optimal performance and user satisfaction.
- Providing warranty repair services for Hewlett Packard (HP), Lenovo and Dell.
- Handled inbound calls from consumer and commercial users, troubleshooting issues via phone or remote software, logged issues in ticketing system, and escalated to appropriate teams for resolution.
- Worked at Affiliated Computer Services Inc. (a Xerox company)
POS/ Desktop Help Desk Analyst II
Affiliated Computer Services Inc. a XEROX company
04.2007 - 09.2013
- Provided bilingual support in French and English. Point of sale and Desktop support for Valeant pharmaceutical, POS and desktop support for Burger king stores and EUC.
- Supported point of sale machines operating with ALOHA software, ensuring optimal functionality.
- Administered 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.
- Led team by researching and developing efficient solutions for recurring issues.
Technician
Verizon Returns/New Breed Prologistics
07.2003 - 04.2007
- Repaired mobile phones (GSM, CDMA, PDA) and provided solutions for daily technical issues.
- Performing surface mount soldering to replace bad components.
- Trained new team members on proper procedures and provided hands-on instruction.
- Identified and reported process deficiencies to enhance operational efficiency.
Final quality assistance agent
Nokia Ltd
Fort Worth, Texas
02.2003 - 05.2003
- 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, TX12-2026
Associate's degree - applied science
North Lake Community College
Irving, TexasSkills
- Point of sale systems
- TOAST
- ALOHA SYSTEM
- ATM
- Technical Support
- PC
- Mac Support
- Remote Support
- Remote Assistance
- Remote Desktop Protocol
- ServiceNow
- JIRA
- ACTIVE DIRECTORY
- VPN CLIENT
- SOFTWARE
- OFFICE 365
Certification
A PLUS
Personal Information
Languages
French
Timeline
Helpdesk Technician
FIFA 2026 PROJECT
01.2026 - 07.2026
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
02.2003 - 05.2003
Bachelor of Science - business and management, Information Systems
University of Texas in Arlington
Associate's degree - applied science
North Lake Community College