Kasongo Kalanda
Regina,SK
Overview
21
21
years of professional experience
Work History
Support Analyst - Bilingual (Service Desk)
Information Systems Management Canada (ISM)
02.2021 - Current
- Provide excellent customer service to clients via all methods of customer interaction
- End-to-end management of incidents, major incidents, problems, and changes while meeting established SLAs (Service Level Agreements)
- Information gathering and escalation of complex support issues to senior technicians
- Monitoring for alerts, issues and problems using tools and daily checks
- Following processes to troubleshoot, resolve, triage, or escalate issues or problems
- Hardware and software rollout activities and associated asset management actions
Instructor
Robertson College
01.2015 - 12.2020
- Applied various teaching aids to minimize learning gaps and instruct and motivate students.
- Optimized day-to-day instruction to align educational strategies with industry best practices.
- Facilitated learning with creation of engaging written and oral assignments.
- Tested and evaluated students on materials presented in workshops and classes.
- Tested students to assess progress and adapted learning plans in alignment with performance.
Instructor
University Of Manitoba
08.2013 - 12.2014
- Tracked student progress, frequently checking in with struggling students and identifying root causes of problems.
- Evaluated and revised lesson plans and course content to achieve student-centered learning.
- Applied various teaching aids to minimize learning gaps and instruct and motivate students.
- Enhanced student comprehension and shortened learning process through new teaching methods.
- Assisted students in retaining lecture information with creation of guides and course materials.
IT Training Manager
Quadrant Computers
02.2009 - 07.2013
- Communicated all learning and performance objectives, schedules, and training assessments to upper management.
- Trained new hires to perform cross-training exercises with experienced workers.
- Alternated training methods to diversify instruction, strengthen learning opportunities, and enhance program success.
- Organized and edited training manuals, multimedia visual aids, and other educational materials.
- Developed and implemented comprehensive training program to increase employee productivity and morale.
- Monitored and evaluated training performance to determine quality and cohesiveness.
- Conducted research and analysis of learning needs of employees to develop targeted training programs.
- Collaborated with other departments to align training programs with organizational goals and objectives.
- Trained staff during demonstrations, meetings, conferences, and workshops.
- Managed all exempt employee coaching, training, and performance improvement actions.
Career Orientation Officer
Quadrant Computers
01.2003 - 12.2008
- Addressed public questions, complaints and requests and provided necessary assistance.
- Supervised, directed and evaluated assigned staff members and newly hired officers.
- Wrote detailed narrative reports for use in investigations.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Generated reports detailing findings and recommendations.
- Evaluated customer needs and feedback to drive product and service improvements.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Maintained database systems to track and analyze operational data.
- Developed effective improvement plans in alignment with goals and specifications.
Education
Bachelor of Science - Information And Communication Technology
ISIPA
Kinshasa, DR CongoDiploma in Immigration Consultant - Immigration Consultant
Ashton College
Online10.2019
Master of Science - Information And Communication Technology
University of South Africa
Pretoria06.2006
Skills
- Organization and Time Management
- Friendly, Positive Attitude
- Excellent Communication
- Customer Relations
- Attention to Detail
- Problem Resolution
- Multitasking
- Dependable and Responsible
Affiliations
- International Association for College Admissions Counseling - Member
- independent educational consultant - Associate Member
Timeline
Support Analyst - Bilingual (Service Desk)
Information Systems Management Canada (ISM)
02.2021 - Current
Instructor
Robertson College
01.2015 - 12.2020
Instructor
University Of Manitoba
08.2013 - 12.2014
IT Training Manager
Quadrant Computers
02.2009 - 07.2013
Career Orientation Officer
Quadrant Computers
01.2003 - 12.2008
Bachelor of Science - Information And Communication Technology
ISIPA
Diploma in Immigration Consultant - Immigration Consultant
Ashton College
Master of Science - Information And Communication Technology
University of South Africa