SONIA KIKUDJI

Accomplished bilingual Technical Support Engineer with ten years of expertise in Technical and IT support, technical troubleshooting, technical consulting, client relations, account management, business analytics, business intelligence, mobile development, and SQL programming, with a proven track record of increasing customer satisfaction rates above 95%. Holds a solid academic foundation with a bachelor's degree in computer and information systems, augmented by a minor in Business Analysis with a vast knowledge of front and back-end programming languages. Exceptional at diagnosing and resolving complex technical challenges, delivering customer satisfaction, and contributing to product enhancements. Demonstrates a strong aptitude for data-driven decision-making and a dedication to continuous professional development. Articulate communicator and strategic problem-solver. Proficient in troubleshooting, active listening, outside-of-the-box thinking, and problem-solving skills, capable of effectively assisting clients via phone, chat, and email. Adept at working under pressure and collaborating with cross-functional teams, fluent in English and French. I am excited by the possibility and the challenge to learn new skills and tools. Certified Technical Support Engineer with a solid background in troubleshooting and resolving complex technical issues while maintaining high customer satisfaction rates. Skilled in various programming languages, network configurations, and system diagnostics. Known for providing efficient solutions to hardware and software problems and contributing positively to team performance. Proven ability to translate complex concepts into layman's terms enhancing user understanding.

• Industry Experience: About ten years of experience in Technical and IT support, technical consulting, and management, focusing on providing exceptional customer service and resolving intricate technical issues.
• Technical Expertise: Demonstrated proficiency in technical platform services, technical troubleshooting, network troubleshooting, system diagnostics, Windows and IOS, server environment, and strong database skills (SQL). Adept in leveraging various tools to address different inquiries and prevent future issues.
• Programming Skills: Proficient in both front and back-end programming languages.
• Educational Foundation: Bachelor's degree in computer and information systems, underpinned by technical certifications, minor, specialization, and numerous programming language skills, providing a robust theoretical and practical understanding of cloud technologies.
• Customer Service Excellence: Proven track record of improving customer experience through effective problem-solving, clear communication, strong interpersonal skills, and a commitment to understanding and fulfilling customer needs.
• Analytical Skills: Strong analytical and decision-making skills with the ability to interpret complex data, utilize Excel for advanced data manipulation, and provide actionable insights.
• Security Compliance: Consistently meets Microsoft's rigorous security screening requirements, ensuring the integrity and confidentiality of customer and company information.
• Leadership and Collaboration: Demonstrated leadership skills in managing challenging customer situations and driving cross-team collaboration to achieve business objectives.
• Training and education: Skilled in conducting comprehensive training sessions and drafting knowledge-based articles to educate users on software platforms and maximize their proficiency.
• Language Proficiency: Bilingual in English and French, enabling effective communication with a diverse customer base and enhancing team collaboration in multicultural environments.
• Customer-Centric Mindset: Passionate about leveraging technology to empower customers, with a strong focus on driving customer success and fostering long-term relationships.

• Wilson Learning Signature Service
• SQL Level 3
• HIPAA Privacy Training for Business Associates
• TEKsystems Privacy and Information Security Training
• Allegis Group Government Code of Conduct

• International Scholar Merit - Issued by Utah Valley University · January 2014
• Athletic Mustang Reward - Issued by Western Wyoming Community College · May 2014
• Dean's Honor Roll - Issued by Western Wyoming Community College · Jan 2007
• Phi Theta Kappa - Issued by Western Wyoming Community College · Dec 2006
• Athletic Mustangs Award - Issued by Western Wyoming Community College · Aug 2006
• Dean Honor Roll - Issued by Western Wyoming Community College · May 2006

• Co-founder and CTO of LION HEART FOUNDATION
• Wife and Mother of 3 wonderful boys