Erick Kola
Fort Worth,TX
Summary
Bilingual French-English support professional with experience in healthcare technology and IT support. Skilled in customer service, remote support, and resolving complex issues through phone, email, and desktop tools. Known for clear documentation, strong follow-through, and reliable user support.
Overview
2
2
Languages
6
6
years of professional experience
Work History
Bilingual (French and English) Support Analyst
Tandem Diabetes
Fort Worth, Texas
02.2021 - Current
- Assisted customers with product troubleshooting and support. Tandem diabetes customers with insulin pump troubleshooting and device guidance.
- Logged support tickets in CRM for Tandem diabetes patient inquiries.
- Resolved product issues using knowledge base articles and technical documentation.
- Worked with clinical teams on diabetes device support requests.
- Escalated complex Tandem Diabetes incidents to engineering and quality teams
- Guided patients through software updates and device setup steps
- Reviewed support trends to improve Tandem Diabetes service workflows
- Analyzed data from multiple sources to identify trends or patterns, facilitating proactive resolution of potential problems.
- Managed user accounts within an Active Directory environment while ensuring compliance with the company's security policies.
- Responded promptly to emergency situations requiring immediate attention such as server failures or data loss incidents.
- Created detailed documentation for all support related tasks including problem resolution steps and best practices.
- Resolved conflicts between users by providing appropriate solutions based on their individual needs.
- Investigated the root cause of various technical issues by conducting research using available resources such as manuals or websites.
- Backed up data to prepare for disaster recovery and allow for data restoration.
- Performed daily maintenance activities such as patch management, virus scans, system backups.
- Resolved technical issues identifying solutions and providing technical support by phone, email, and desktop sharing.
- Provided technical support to clients via telephone and email, resolving complex issues.
- Collaborated with internal business partners to determine problem-solving strategies and maintain caller satisfaction.
- Conducted regular system audits to ensure security policies are being enforced correctly.
- Assisted in developing strategies for improving overall system performance through capacity planning or optimization techniques.
- Monitored server event logs to identify and resolve performance and security issues.
- Gathered information from end-users to troubleshoot, diagnosing hardware and software issues.
- Managed user password resets and software updates efficiently.
- Provided training to end-users on the use of specific software applications or other IT related topics.
- Documented and tracked cases in system, updating details for repeat support requests.
- Ensured accurate records of communication transactions and issues. inventory of all IT assets including hardware components, software licenses.
- Assessed software and hardware to identify potential improvements. customer feedback to identify areas of improvement and implemented changes accordingly.
- Answered questions regarding software functionality, troubleshooting hardware and software problems, and configuring system settings.
- Assisted users with downloading firmware updates and setting up antivirus software.
- Delivered presentations at internal meetings outlining progress made towards achieving service level objectives.
- Recommended security solutions to prevent cyber threats like malware, phishing and ransomware attacks.
- Assessed end-user needs to implement new or modify existing software and systems to achieve IT objectives.
- Documented user information, issue details and solutions on service tickets and closed tickets upon resolution.
- Assisted in the installation and configuration of new computer systems including operating systems, drivers, applications, and peripherals.
- Developed scripts for automating repetitive tasks with an emphasis on efficiency and accuracy.
- Tested new products and services prior to launch to ensure they meet quality standards.
- Identified and remedied root causes of system malfunctions.
- Supported software applications by coding, testing and debugging.
- Compiled technical specifications and software design information for technical documentation.
- Set up, installed and configured servers, equipment and workstations.
- Documented repair processes and helped streamline procedures for future technical support actions.
- Maintained up-to-date knowledge of software and technical developments through reading and training.
- Identified and resolved issues to maintain connectivity and minimize downtime.
- Documented customer interactions and contact information into company database.
- Consulted via telephone to understand user problems, ran through testing scripts and asked probing questions to locate root causes.
- Utilizing enterprise desktop management tools to remotely assist others and deploy software.
- Conducted workflow analysis, space design or cost comparison analysis.
- Maintained positive working relationship with fellow staff and management.
- Maintained audit trail and statistical records of problems and conditions reported by client.
- Evaluated software or hardware to recommend improvements or upgrades.
- Collected, analyzed and reported data for use in operational planning.
- Installed and performed minor repairs to hardware, software or peripheral equipment.
- Read technical manuals or attend conferences and seminars to maintain knowledge of hardware and software.
- Maintained composure and patience in the face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Maintained records of data communication transactions, problems, and remedial actions or installation activities.
- Referred major hardware or software problems or defective products to vendors or technicians for service.
- Oversaw the daily performance of computer systems.
- Performed a variety of clerical and administrative duties pertaining to on-site support.
- Supervised and directed workers engaged in installing data communication equipment and software.
Education
Some College (No Degree) -
Western Governors University
Salt Lake City, UT10-2026
Skills
- Technical support
- Customer service
- Troubleshooting
- Incident resolution
- Ticketing systems
- Active Directory
- Network support
- French communication
- Technical writing
- Standards documentation
- Remote support
- Internal technical communications
- User account management
- Software knowledge
- ITIL processes
- Application support
- Support ticketing systems
- Incident management
- System administration
- Hardware support
- Network troubleshooting
- Ticket documentation
- Needs assessment
- Technical troubleshooting
- Software troubleshooting
- Operating systems
- Troubleshooting diagnostics
- Ticket management
- System performance enhancement
- Application installations
- Mobile device support
- Hardware troubleshooting
- Helpdesk operations
- Issue resolution
- Virtualization technologies
- Client communication
- Software testing
- Team collaboration
- Technical background
- Trend analysis
- Support services
- Customer engagement
- Failure resolution
- Technical assistance
- Escalation handling
- Reporting documentation
- ITIL framework
- Relationship management
- Solution analysis
- Lifecycle management
- AV technical support
- Empathy and patience
- Call management
- Data collection
- Issue escalation
- SLA compliance
- Database management
- Security protocols
- Relationship building
- User training
- Service desk operations
- Data analysis
- Task management
- Attention to detail
- Collaboration techniques
- Multitasking capacity
- Hardware installation
- Task prioritization
- Network configuration
- Issue tracking
- Interpersonal communication
- Multitasking prioritization
- Data restoration
- Bilingual communication
- Root cause analysis
Languages
English
Full Professional
French
Native/ Bilingual
Timeline
Bilingual (French and English) Support Analyst
Tandem Diabetes
02.2021 - Current
Some College (No Degree) -
Western Governors University