Christie Karelle Dunduri Mutore
Embrun,Canada
Summary
Detail-oriented and resourceful employee with experience in telecommunications, retail and customer service. Troubleshoots technical and complex issues with ease and patience. Delivers Tier 1 support knowledge.
Overview
2
2
years of professional experience
Work History
IT Support Technician-Contractor
Shared Service Canada
01.2024 - Current
- Delivered technical support to end users resolving a wide range of IT issues for end-users across multiple platforms
- Worked closely with partner teams, including the Microsoft, Onyx, and Bell teams, to troubleshoot and resolve escalated issues, ensuring collaboration and timely solutions
- Managed user accounts and access permissions through Active Directory And IManager, supporting secure login credentials, password resets, and account recovery processes
- Assisted in the setup, configuration, and maintenance of mobile devices and laptops through MDM and EMDM Portals, ensuring secure mobile device management for government employees
- Provided remote support via SCCM/citrix, Bomgar or Quick Assist to assist users with software installations, hardware configurations, and troubleshooting technical issues, enhancing user productivity
- Utilized SM9 ticketing system to document and track all service requests, prioritizing tasks based on urgency and ensuring timely resolution while maintaining compliance with SLAs
Technical Support Representative
Bell Canada
01.2023 - 10.2023
- Managed high levels of call flow and responded to technical support needs.
- Provided remote technical support to customers, resolving hardware and software issues using a Remedy ticketing system
- Walked customers through device issues, such as malfunctioning modems, routers and set-top boxes, performing remote diagnostics when needed
- Troubleshot connectivity problems, like slow internet, dropped signals and provided guidance for setting up devices
- Educated customers on using Bell products and services, helping them understand features and practices
Retail Customer Service Agent
NTT-Business process
05.2022 - 11.2022
- Delivered phone-based customer service support for retail-related inquiries, such as product availability, store locations, and promotions
- Assisted customers with placing orders, handling returns and resolving issues with purchases made in-store or online
- Helped customers navigate the company's loyalty program, including points balance inquiries, account set up and troubleshooting
- Recorded and updated customer interactions in Salesforce, our CRM system to ensure accurate service history resolution tracking
Education
Ontario College Diploma - Commerce-Comptabilité
Collège La Cité
Ottawa, ON10-2026
High School Diploma -
Collège Catholique Samuel-Genest
Ottawa, ON06.2019
Skills
- Communications skills
- Team collaboration
- Customer service
- Organization and coordination
- Problem-solving
- Troubleshooting abilities
- Technical Support
- Software Installation
- Ticket management
Languages
French
Native or Bilingual
English
Native or Bilingual
Timeline
IT Support Technician-Contractor
Shared Service Canada
01.2024 - Current
Technical Support Representative
Bell Canada
01.2023 - 10.2023
Retail Customer Service Agent
NTT-Business process
05.2022 - 11.2022
Ontario College Diploma - Commerce-Comptabilité
Collège La Cité
High School Diploma -
Collège Catholique Samuel-Genest
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