Summary
Overview
Work History
Education
Skills
Affiliations
Additional Information
Languages
Timeline
Generic

Jean Nganji

Dracut,MA

Summary

Adept at enhancing customer satisfaction and resolving complex technical issues, I bring a proven track record from MYCUP INC. and Needa INC. Skilled in remote support and customer relationship management, my expertise has consistently improved service quality and team performance. Renowned for exceptional problem-solving and interpersonal communication, I excel in fast-paced environments. Knowledgeable [Job Title] ready to undertake management of challenging technical environments. Consummate provider of flawless operational continuity. Proponent of consistent technological growth through exceptional engineering. Keen to take operational ownership of [Type] technical support operations. Flexible Technical Support Engineer with [Number] years of experience helping clients maintain smooth operations. Expertise in [Type] systems and [Type] environments. Commended for rapidly and effectively resolving downtime and efficiently integrating new hardware and components. Collaborative Technical Support Engineer specializes in exploiting internal and external relationships to synergistically tackle complex issues. Elicits aid from vendors, colleagues and other external sources to improve ticket responses. Combines personal expertise with diverse professional relationships to support maximum support quality. Seasoned Technical Support Engineer versed in aiding customers with implementation of emerging technology. Expertise in mobile app development and cloud-based computing solutions. Over [Number] years in software support in global environment. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

25
25
years of professional experience

Work History

Senior Technical Support Engineer

MYCUP INC.
04.2022 - Current
  • Increased customer satisfaction by efficiently resolving technical issues and providing exceptional support.
  • Documented faults and bugs for referral to development staff for use in updates.
  • Installed and configured operating systems and applications.
  • Offered assistance in implementing and developing training programs.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
  • Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
  • Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
  • Performed root cause analysis of reported issues to enact corrections.

Technical Support Engineer Level IV

MYCUP INC.
04.2020 - 04.2024
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Maintained clear communication channels with clients throughout the troubleshooting process, ensuring transparency and trust.
  • Met with team personnel to share details of discovered issues and recurrent custom complaints.
  • Developed comprehensive troubleshooting guides for internal use, improving team knowledge and performance.
  • Documented faults and bugs for referral to development staff for use in updates.
  • Consistently met or exceeded performance metrics, contributing to overall team success.
  • Collaborated with cross-functional teams to develop solutions for recurring technical problems.
  • Worked directly with clients in rollout and post-rollout stages to train and support new applications and systems.
  • Managed multiple concurrent support cases with precision and focus, resulting in a high rate of case closure within target timelines.
  • Performed root cause analysis of reported issues to enact corrections.
  • Mentored junior members of the team on best practices in issue resolution techniques.
  • Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
  • Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
  • Explained technical information in clear terms to promote better understanding for non-technical users.
  • Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
  • Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
  • Earned recognition from management for consistently delivering exceptional service quality.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Monitored system performance to identify potential issues.
  • Tested new software and hardware prior to deployment.
  • Offered assistance in implementing and developing training programs.
  • Developed and implemented preventive maintenance procedures.
  • Empowered users by conducting workshops on best practices for software and hardware maintenance.

Technical Support Engineer Level II

Needa INC
02.2007 - 04.2020
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
  • Earned recognition from management for consistently delivering exceptional service quality.
  • Delivered Tier-3 support and SME input to internal and external customers.
  • Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
  • Managed multiple concurrent support cases with precision and focus, resulting in a high rate of case closure within target timelines.
  • Worked directly with clients in rollout and post-rollout stages to train and support new applications and systems.
  • Maintained clear communication channels with clients throughout the troubleshooting process, ensuring transparency and trust.
  • Explained technical information in clear terms to promote better understanding for non-technical users.
  • Mentored junior members of the team on best practices in issue resolution techniques.

Technical Support Engineer Level II

BADGE LLC
01.2003 - 05.2007
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
  • Worked directly with clients in rollout and post-rollout stages to train and support new applications and systems.

Technical Support Representative

DOLLY INC
01.2000 - 01.2003
  • Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
  • Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
  • Managed high levels of call flow and responded to technical support needs.
  • Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
  • Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
  • Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
  • Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
  • Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
  • Monitored system performance to identify potential issues.

Education

MBA - Marketing Management

University of Massachusetts, Lowell
Lowell, MA
05-2023

Bachelor of Science - Information Technology

University of Massachusetts, Lowell
Lowell, MA
05-2020

Skills

  • Remote Support
  • Data Backup and Recovery
  • Customer Support
  • Application support
  • Incident Management
  • Remote Diagnostics
  • Mobile Device Management
  • Software Deployment
  • Performance Optimization
  • Advanced troubleshooting
  • Teamwork and Collaboration
  • Customer Service
  • Problem-Solving
  • Attention to Detail
  • Critical Thinking
  • Support system management
  • Problem Resolution
  • Training and mentoring
  • Ticket management
  • Software Installation
  • System Troubleshooting
  • Product Knowledge
  • Technical Troubleshooting
  • Customer Relationship Management
  • Interpersonal Communication
  • Application installations
  • Project Management
  • Technical expertise
  • System Configuration Changing
  • Customer Success Management
  • Root Cause Analysis
  • Technical Support
  • Call Documentation
  • Technical Documentation
  • Training material development
  • Support case resolution
  • Troubleshooting and diagnosis
  • Microsoft Windows and Office
  • Multitasking
  • Excellent Communication
  • Organizational Skills
  • Reliability
  • Multitasking Abilities

Affiliations

  • Alpha Sigma Lambda

Additional Information

I am a proud member of our 'Employee Resources Group/ERG, with involvements in BUILD and other groups that focus on diversity, equity and inclusion.

I am also a mentor and coach for young people.

I am Board Member at SHE

I have participated in 'business trips' to Rwanda and East Africa, linking local U.S business and partners in the region.

Languages

French
Full Professional

Timeline

Senior Technical Support Engineer

MYCUP INC.
04.2022 - Current

Technical Support Engineer Level IV

MYCUP INC.
04.2020 - 04.2024

Technical Support Engineer Level II

Needa INC
02.2007 - 04.2020

Technical Support Engineer Level II

BADGE LLC
01.2003 - 05.2007

Technical Support Representative

DOLLY INC
01.2000 - 01.2003

MBA - Marketing Management

University of Massachusetts, Lowell

Bachelor of Science - Information Technology

University of Massachusetts, Lowell

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Jean Nganji