Christian Junga
Ottawa,ON
Summary
Results-driven IT Support Specialist with extensive expertise in delivering exceptional technical assistance and support. Proficient in the installation, configuration, and maintenance of laptops, computers, peripheral devices, and a wide range of software applications. Proven track record in managing application deployments while upholding stringent security protocols and optimizing user management processes. Committed to enhancing operational efficiency through innovative problem-solving and a customer-centric approach.
Overview
7
7
years of professional experience
1
1
Certification
Work History
IT Support Specialist
MSI Corp
Ottawa, ON
01.2023 - 01.2024
- Delivered front-line IT support to a team of 500-600 staff, efficiently resolving a diverse range of issues, significantly improving response time and user satisfaction.
- Enhanced the self-service IT website with key resources, resulting in a 30% reduction in ticket volumes, streamlining support operations.
- Standardized helpdesk procedures, boosting support quality and efficiency across the team.
- Administered Active Directory and Office 365, ensuring robust system access security and compliance.
- Conducted proactive system maintenance, achieving high performance and minimizing downtime.
- Managed the deployment of PC hardware and software.
- Ensuring optimal connectivity and operational functionality.
- Compiled and submitted end-of-day reports, providing insights into support metrics and team performance.
Back Office Associate
MSI Corp
Ottawa, ON
01.2023 - 01.2023
- Handled inbound and outbound calls and managed email inquiries from Bell employees, addressing customer concerns and facilitating issue resolution in a timely manner.
- Worked collaboratively on ticket pools, ensuring efficient processing and swift resolution of customer issues.
- Adjusted customer bills and corrected order errors, enhancing overall customer experience and satisfaction.
Call Quality Analyst
MSI Corp
Ottawa, ON
01.2022 - 01.2023
- Monitored agent calls, providing constructive feedback to improve quality and compliance with service standards.
- Facilitated effective fact-finding processes to ensure accurate information delivery to customers, enhancing service reliability.
- Assisted in investigations related to agent performance, contributing to quality assurance and continuous improvement initiatives.
Resource Associate
MSI Corp
Ottawa, ON
01.2021 - 01.2022
- Supported a team of 25 employees through regular assessments and performance evaluations, fostering a culture of continuous improvement.
- Coached and developed new graduates during training, ensuring a smooth transition into operational roles.
- Resolved customer escalations effectively, maintaining high levels of customer satisfaction and loyalty.
Inbound/Outbound Call Center Agent
MSI Corp
Ottawa, ON
01.2020 - 01.2021
- Managed inbound and outbound calls across various queues, consistently achieving performance targets while enhancing customer satisfaction.
- Processed orders for residential telecommunications services, coordinating installation schedules between customers and technicians.
IT Help Desk Technician
Bank of Kigali (BK)
Kigali, Rwanda
01.2017 - 01.2019
- Installed, configured, and maintained computer hardware and software, ensuring optimal performance of systems and networks.
- Developed local networks and trained users on new software and hardware, improving overall user competence and system utilization.
Education
Associate of Science - Cyber Security
Willis College
Ottawa, ON04-2025
Bachelor of Science - Information Technology
University of Rwanda
Kigali, Rwanda06-2019
Skills
- Technical support proficiency
- Technical troubleshooting expertise
- Effective communication skills
Accomplishments
Completed: Microsoft AZ-900 Azure fundamentals
Languages Spoken
English
Kinyarwanda
Certification
- In Progress: CompTIA A+
- Completed: Microsoft AZ-900 Azure fundamentals
Timeline
IT Support Specialist
MSI Corp
01.2023 - 01.2024
Back Office Associate
MSI Corp
01.2023 - 01.2023
Call Quality Analyst
MSI Corp
01.2022 - 01.2023
Resource Associate
MSI Corp
01.2021 - 01.2022
Inbound/Outbound Call Center Agent
MSI Corp
01.2020 - 01.2021
IT Help Desk Technician
Bank of Kigali (BK)
01.2017 - 01.2019
Associate of Science - Cyber Security
Willis College
Bachelor of Science - Information Technology
University of Rwanda
Community Service
Engaged in community service activities that fostered community bonds and improved local environments., Demonstrated commitment to social responsibility and leadership by actively contributing to community development initiatives.