Summary
Overview
Work History
Education
Skills
Clearance
Languages
Certification
References
Timeline
Generic

Didier Mulunda

Gatineau,QC

Summary

Personable and dedicated Customer Service Representative with extensive experience in IT industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Friendly Technical Support Representative keen to help customers maximize product impact and usability. Amiably replies to all customer queries and consistently resolves client issues. Committed to improving user satisfaction numbers and supporting return patronage across all supported products. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.

Overview

9
9
years of professional experience
1
1
Certification

Work History

IT Service Desk Analyst

Compugen Inc
Gatineau, QC
08.2022 - Current
  • Resolve end-user IT issues, such as password reset, software questions, PC hardware problems, Internet connectivity, and configurations
  • Assist PC and network technicians by troubleshooting software, hardware, and network issues
  • Working on providing one-on-one end-user support and problem resolution via telephone, e-mail, and other vehicles of communication
  • Assist multiple companies and capacity to learn more than 10 company policies and help with their technical problems
  • Experience in logging help desk tickets and resolutions into the help desk software management system
  • Experience in networking, Active Directory and Exchange account management, troubleshooting of computer hardware and software, VOIP/telephony support, mobile device support, networked multi-function printer maintenance, audio-visual/meeting/collaboration systems support, and IT service tools, printers.

Quality Analyst Team Lead

Newfound (Shared Services Canada)
Ottawa, ON
09.2021 - 06.2022
  • Strong knowledge of software QA methodologies, tools, and processes
  • Train, support, and lead new team as the job load increased to meet client objectives
  • Experience writing clear, concise, and comprehensive test plans and test cases
  • Experience with automated testing tools
  • High attention to detail & analytical solid technical problem-solving skills
  • Strong time management skills with the ability to meet deadlines for multiple, concurrent projects
  • Ability to quickly gain a working knowledge of products and interpret requirements and recommend solutions
  • Strong team-building skills to work well within a close team environment
  • Self-sufficient, resourceful, and works well with minimal supervision.

IT Quality Analyst

Newfound (Shared Services Canada)
Ottawa, ON
06.2020 - 06.2022
  • Complete the logging, tracking, communication, and resolution of issues
  • Knowledge in providing Quality Assurance Support
  • Experience working with an Automatic Call Distribution Telephony system
  • Experience in the use of Excel spreadsheets
  • Knowledge in the tracking of monthly/quarterly samples of tickets
  • Knowledge-producing documentation related to the collection of metrics
  • Experience in a performance audit
  • Experience auditing the agent to help improve the quality performance
  • Experience providing advice and recommendations after a performance audit
  • Develop and apply testing processes for new and existing agents to meet client needs
  • Liaise with internal teams (e.g., Service Desk managers and product managers) to identify system requirements
  • Develop and execute test cases to ensure all requirements have been met
  • Stay up to date with new testing tools and test strategies
  • Analyze test results to ensure existing functionality and recommend corrective action
  • Follow established testing procedures and contribute to the continual improvement of those procedures
  • Create and maintain documentation of test results to assist in debugging and modification of IT procedures.

IT Service Desk Agent

Newfound (Shared Services Canada)
Ottawa, ON
09.2018 - 06.2020
  • Knowledge of networking, Active Directory and Exchange account management, troubleshooting of computer hardware and software, VOIP/telephony support, mobile device support, networked multi-function printer maintenance, audio-visual/meeting/collaboration systems support, and IT service tools, printers
  • Installation and configuration of Operating Systems – Windows and MAC
  • Knowledge of supporting and configuring various client-side applications and software, MS Office 365, ICE Bar, HCCS Support Applications, SAP, Blackberry Enterprise & EMDM, Windows/Software updates, Cisco, software deployment, Remote Desktop Services, and remote connectivity tools
  • Provided IT user support using Microsoft Windows Remote Assistance and supported issues for remote workers using VPN
  • Knowledge and utilization of Incident Management, Service Request Management, Problem Management, and Asset Management
  • Zoom experience Floor Support
  • Assisting any agent that is having difficulty handling calls
  • Reviewing tickets created by agents and making sure that they meet required standards and recording problems using HP Service Manager (SM9), as well as reviewing Info web and ECD tickets that might be linked to our incident management tickets
  • Providing one-on-one coaching to agents that need more assistance
  • Maintaining the floor by leading the whole Team while Team Leads are in a meeting.

Bilingual Customer Representative

MSI (Bell Canada and virgin mobiles are MSI clients)
Ottawa, ON
05.2017 - 08.2018
  • Providing excellent customer service
  • Retaining customers with pending orders for installation
  • Working with onsite technicians aiding them on their installation by creating, reviewing, repairing, or removing corrupt orders from the system
  • Resolving any level 1 issues for customers with onsite last-minute requests (i.e., TV programming change, internet speed change, password set-ups, online account set-ups)
  • Excelled in upselling customers
  • Supporting the technicians with their technical issues
  • Developed and maintained a thorough technical knowledge of the systems in place, their capabilities, and operating procedure.

Admin Clerk Level II (Summer Job)

Immigration, Refugees and Citizenship
Ottawa, ON
04.2017 - 08.2017
  • Processing ETA applications for countries not requiring a visa to travel to Canada
  • Knowledge in making decisions regarding approval or denial of applicant requests to meet the immigration homeland security criteria to ensure that it is done according to immigration policy
  • Knowledge in creating, verifying, and updating information in the service management request tools (Global Case Management System-GCMS)
  • Knowledge providing record management services, such as cross-referencing, retrieving, retention, or archiving
  • Knowledge providing administrative and data management
  • Following procedures to complete a task/duty to meet goals and requirements
  • Knowledge in decision-making and applying regulations, legislation, policies, or procedures related to programs in conformity with the internal quality process
  • Knowledge of the use of the Office suite (Outlook, Microsoft Word, Excel, etc.)
  • Being very attentive to details to avoid security breaches.

IT Service Desk part-time

University of Ottawa
Ottawa, ON
09.2015 - 05.2017
  • Worked at the University of Ottawa (as a part-time Support Desk)
  • Network troubleshooting including firewalls and routing
  • Diagnose computer problems, mobile phones, printers, and scanner issues
  • Monitor computer processing systems
  • Install the software and perform tests on computer programs
  • Provided application support to multiple users both in person and remotely logging over VPN
  • Tracked all tickets and recorded user incidents using HP OpenView Service Centre
  • Provided IT user support using Microsoft Windows Remote Assistance.

Admin Clerk Level I (Summer Job)

Immigration, Refugees and Citizenship
Ottawa, ON
04.2016 - 08.2016
  • Experience applying the Immigration Refugee Protection Act (IRPA), citizenship, or Passport Order for the assessment of applications
  • Experience creating, verifying, and updating information in the service management request tools Global Case Management System (GCMS)
  • Experience providing record management services, such as cross-referencing, retrieving, retention, or archiving
  • Experience providing administrative and data management
  • Experience meeting targets or quotas over the internal QA process
  • Experience following procedures to complete a task/duty to meet goals and requirements
  • Experience in decision-making and applying regulations, legislations, policies, or procedures related to CIC programs in conformity with the internal quality process.

Data Entry Clerk

Employment and Social Development Canada
Gatineau, QC
04.2015 - 08.2015
  • Consultant with Labor Program (Compliance, Operations, and Program Development)
  • Knowledge of providing administrative support such as data entry and document management
  • Following the process and making sure the documents are completed and allied with the internal process
  • Process and verify the document to meet the program requirement
  • Validate the requested form based on the quality checklist to ensure consistency.

Education

Bachelor's - social science

University of Ottawa
01.2021

French secondary school -

06.2012

Skills

  • Customer Service
  • User Support
  • Software Installation
  • Information Protection
  • Technical Support
  • Complaint Resolution
  • Product Troubleshooting
  • Call Center Operations
  • DHCP/DNS Ethernet and Firewall Proficient
  • Microsoft Outlook
  • Technical Documents Comprehension
  • Application Installations
  • Hardware and Peripherals
  • Customer Success Management
  • Issue Troubleshooting
  • Technical Troubleshooting

Clearance

Secret Clearance valid until 2032

Languages

English
Professional
French
Professional

Certification

  • The Bits and Bytes of Computer Networking with Coursera
  • Technical Support Fundamentals with Coursera

References

References available upon request.

Timeline

IT Service Desk Analyst

Compugen Inc
08.2022 - Current

Quality Analyst Team Lead

Newfound (Shared Services Canada)
09.2021 - 06.2022

IT Quality Analyst

Newfound (Shared Services Canada)
06.2020 - 06.2022

IT Service Desk Agent

Newfound (Shared Services Canada)
09.2018 - 06.2020

Bilingual Customer Representative

MSI (Bell Canada and virgin mobiles are MSI clients)
05.2017 - 08.2018

Admin Clerk Level II (Summer Job)

Immigration, Refugees and Citizenship
04.2017 - 08.2017

Admin Clerk Level I (Summer Job)

Immigration, Refugees and Citizenship
04.2016 - 08.2016

IT Service Desk part-time

University of Ottawa
09.2015 - 05.2017

Data Entry Clerk

Employment and Social Development Canada
04.2015 - 08.2015

Bachelor's - social science

University of Ottawa

French secondary school -

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