Citrix
GUY WAMBO T.
Jonesboro,GA
Summary
Resourceful Technical Support Engineer polished in restoring system functionality by quickly assessing and resolving diverse hardware and software problems. First-rate troubleshooting, diagnostic and repair skills combined with strong attention to detail and systematic approach. Proficient in various Software.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Technical Support Specialist
Tandem Diabetes
San Diego, CA
02.2023 - 07.2023
- Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
- Documented and updated case notes for each customer and work order.
- Assessed issues to determine appropriate troubleshooting methods for remediation.
Senior Specialist
Whirlpool Corporation
Benton Harbor, MI
08.2019 - 12.2022
- Collected and analyzed information to monitor compliance outcomes and identify and address trends of non-compliant behavior.
- Coordinated implementation of people-related services, policies and programs through departmental staff.
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
- Resolved problems, improved operations and provided exceptional service.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Used Microsoft Word and other software tools to create documents and other communications.
- Drove change through quality-oriented strategies to help operations accomplish ambitious short- and long-term goals.
- Offered coaching and resources to help program participants maintain progress and achieve goals.
- Conducted independent technical reviews of current processes and records to proactively identify and correct process and system issues.
- Managed over 50 customer calls per day.
- Oversaw work of junior personnel, helping to motivate strong performance and improve overall knowledge with focus on mentoring and coaching.
IT Analyst
World Global Logistics
Morgantown, WV
10.2017 - 12.2019
- Increased work flow by 20%
- Planned computer systems using information engineering and structured analysis.
- Installed system updates to address vulnerabilities and reduce security issues.
- Enhanced and reconstructed computer systems to increase efficiency.
- Improved systems with addition of new features and infrastructure.
- Provided recommendations regarding new hardware and software to keep IT infrastructure up to date.
- Administered and maintained anti-virus and anti-malware software on end-user computing devices.
- Assisted in troubleshooting network, cyber-security and non-standard software and hardware related issues.
Help Desk Analyst
Whirlpool Cooperation
Benton Harbor, MI
07.2015 - 08.2019
- Logged activities in tracking system to maintain accurate, timely records.
- Responded to inquiries by phone, email and walk-up requests.
- Provided end-user system and equipment training.
- Installed new desktop systems and migrated data to new machines.
- Oversaw installations of new technology and new personnel training.
- Used ticketing systems to manage and process support actions and requests.
- Resolved technical issues by troubleshooting.
- Identified and solved technical issues using variety of diagnostic tools and tactics.
Customer Service Supervisor
Whirlpool Corporation
Benton Harbor, MI
11.2012 - 07.2015
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Developed highly-efficient administrative team through ongoing coaching and professional development opportunities.
- Read, analyzed and interpreted complex procedures and regulations while drafting general correspondence to facilitate administrative processes.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Utilized exemplary negotiation skills to obtain manufacturing service agreements and assure quality standards.
Customer Service Representative
Whirlpool Corporation
Benton Harbor, MI
09.2011 - 11.2012
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Resolved concerns with products or services to help with retention and drive sales.
- Documented and detailed calls and complaints using call center's CRM database.
- Answered over 60 calls per shift to meet fast-paced call center demands.
- Escalated complicated customer account issues to supervisors and help desk workers.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
Technical Support Representative
Apphia Logistics
Atlanta, GA
11.2010 - 11.2011
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Used ticketing systems to manage and process support actions and requests.
- Submitted service tickets for equipment maintenance requests.
Education
Bachelor of Science - Information Systems And Cybersecurity
Columbia Southern University
Orange Beach, AL09-2021
Associate of Science - Software Engineering
Herzing University
Atlanta, GA12-2011
Some College (No Degree) - Engineering (Pre-Engineering)
Grayson College
Denison, TX07-2008
Some College (No Degree) - Engineering (Pre-Engineering)
Louisiana Tech University
Ruston, LA12-2007
High School Diploma -
LTNOB
Libreville, GABON06-2004
Skills
- Systems Architecture Analysis
- Maintenance and Repair
- Infrastructure development
- Application development
- Wide Area Networking
- Project Management
- Penetration testing
- Forensics investigation
- SQL
- Encryption
- Password management
- Risk mitigation strategies
- Security vulnerability assessment
- Data security
- Compliance management
- Firewall
- Software Evaluation
- Troubleshooting and Diagnosing
- Remote Desktop Services and Support
- Technical Instruction
Accomplishments
- Resolved product issue through consumer testing.
- Supervised team of 30 staff members.
- Collaborated with team of 10 in the development of Lean Project.
- Recipient of individual and departmental awards for providing stellar client service.
- Best Employee award.
Software
Linux
SAP
Oracle
Windows
VMWare
Mac OS
CRM
Microsoft Office
Active Directory
ServiceNow
Programming Languages
JAVA
CSS
C
C++
C#
HTML
Certification
CM - Certified Manager Certification
PMP - Project Management Professional
CEH - Certified Ethical Hacker
Languages
French
Native/ Bilingual
German
Elementary
Timeline
Technical Support Specialist
Tandem Diabetes
02.2023 - 07.2023
Senior Specialist
Whirlpool Corporation
08.2019 - 12.2022
IT Analyst
World Global Logistics
10.2017 - 12.2019
Help Desk Analyst
Whirlpool Cooperation
07.2015 - 08.2019
Customer Service Supervisor
Whirlpool Corporation
11.2012 - 07.2015
Customer Service Representative
Whirlpool Corporation
09.2011 - 11.2012
Technical Support Representative
Apphia Logistics
11.2010 - 11.2011
Bachelor of Science - Information Systems And Cybersecurity
Columbia Southern University
Associate of Science - Software Engineering
Herzing University
Some College (No Degree) - Engineering (Pre-Engineering)
Grayson College
Some College (No Degree) - Engineering (Pre-Engineering)
Louisiana Tech University
High School Diploma -
LTNOB
CM - Certified Manager Certification
PMP - Project Management Professional
CEH - Certified Ethical Hacker
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