Nkosinathi Mupondo
Bayonne,NJ
Summary
Technical support professional with strong track record in troubleshooting, problem-solving, and delivering exceptional customer service. Adept at collaborating with teams to achieve optimal results and adapt to changing demands. Skilled in software and hardware diagnostics, network configuration, and user training. Known for reliability, effective communication, and proactive approach to resolving issues.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Technical Support Specialist (Customer Experience)
Liquid Home Zimbabwe
06.2021 - 12.2024
- Provision of first contact Technical assistance to customers concerning all Internet related queries
- Methodical use of Customer Relationship Management (CRM) tools like Service Now in documenting and following up on customer queries
- Proficient handling of Emails, Calls, Zendesk LiveChat, walk-In Customers
- Microsoft Office 365: Teams, Office, Outlook, Excel, Power Bi, OneNote, Yammer
- Adherence to Service Level Agreements (SLA) by ensuring clients are assisted timeously and satisfactorily
- Interfacing with different technologies including but no limited to MPLS, GPON, LTE, VOIP, VSAT
Education
Master of Science - Data Analytics
12-2026
Structured Data Management Systems (SQL etc)
Analytics Programming (Python, Pandas, MatlibPlot etc)
Visual Design (Tableau, Plotly etc)
BSc. Honours Degree - Telecommunications Engineering
12-2022
Grade - 2.1 (Upper Second)
'A' Level - Maths and Physics
12.2014
O Level - 10 Subjects including Maths, English and Science
12.2012
Skills
- Network Administration
- IT Strategic Planning
- IT Project and Programme Management
- HelpDesk Support
- Technical Leadership
- System Administration
- AI and ML on AWS
- AWS Cloud Customer Support
- AWS Storage Services
- OSI Model Proficiency
- AWS Cloud Foundations
- Configuration of Cisco Devices
Certification
- CISCO CERTIFIED NETWORK ASSOCIATE (CCNA), In View, 09/01/24
- AWS Educate Machine Learning Foundations, 09/01/24
- Machine Learning, 09/01/24
- AWS Educate Introduction to Cloud 101, 09/01/24
- AWS Cloud Computing | Cloud Foundations, 08/01/24
- AWS Educate Getting Started with Storage, 09/01/24
- Amazon Web Services (AWS) | AWS Storage Services, 09/01/24
- AWS Educate Introduction to Generative AI, 09/01/24
- AI and ML on AWS | AWS Cloud, 08/01/24
- CISCO: Network Technician Career Path, Cisco verifies the earner of this badge successfully completed the Networking Technician career path and achieved this credential., 07/01/24
- CISCO: Network Support and Security, 01/01/24
- CISCO: Network Addressing and Basic Troubleshooting, 11/01/23
- CISCO: Networking Devices and Initial Configuration, 09/01/24
- CISCO: Networking Basics, 09/01/24
- Career Essentials in Generative AI by Microsoft and LinkedIn, 09/01/24
- Career Essentials in Sustainable Tech by Microsoft and LinkedIn, 07/01/24
- Career Essentials in System Administration: Microsoft Certified, 01/01/24
- ServiceNow IT Leadership Professional Certificate, 11/01/22
- Zendesk Customer Service Professional Certificate, 06/01/22
Personal Information
- ID Number: 08-2109772 B 32
- Date of Birth: 05/08/96
- Gender: Male
- Nationality: Zimbabwean
Hobbies and Interests
- Reading
- Team Building activities
- Cricket
- Playing Instruments (Drums, Bass Guitar, Keyboard)
Languages
English
Full Professional
Timeline
Technical Support Specialist (Customer Experience) - Liquid Home Zimbabwe
06.2021 - 12.2024
Kwekwe High School - 'A' Level, Maths and Physics
Kwekwe High High School - O Level, 10 Subjects including Maths, English and Science
Yeshiva University - Master of Science, Data Analytics
Midlands State University - BSc. Honours Degree, Telecommunications Engineering
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