Pierrot Nkongolo
Rockland,Ontario
Summary
Dedicated IT professional with a passion for learning new technologies and security-related implications. Possessing practical knowledge of several computer tools. A team player and a quick learner who works well independently and in a team. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Security Assessment and Authorization Student
Transport Canada
Ottawa, ON
03.2023 - Current
- Check SA&A Inbox
- Create Daily and weekly dashboard
- Triage SoS and SecConOp
- Help create and maintain FAQ
Help Desk Analyst
Sherweb
Sherbrooke
11.2022 - Current
- Assisted customers by troubleshooting and resolving technical problems.
- Troubleshot daily IT desktop client issues, supporting multiple departments and various offices.
- Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
- Developed and maintained positive customer relationships resulting in increased account services and expansion.
- Managed user profiles, security access and shared file structures.
- Walked customers through processes of installing software or hardware and initial program start up procedures.
- Supported customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
Junior CTAT Analyst
National Defense of Canada
Gatineau
01.2023 - 02.2023
- Update database
- Data entry in database
- Follow up with clients by email regarding their requests
Technical Support Specialist
Rogers
Montreal, QC
12.2020 - 08.2022
- Received inbound phone calls from customers to provide first-level support and remotely troubleshoot issues with service, equipment or customer accounts.
- Communicated with customers to identify issues, walk through solutions and initiate corrective actions to restore service and functionality.
- Worked with supervisors via live chat to address customer inquiries or technical issues beyond scope of expertise.
- Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
- Documented and updated case notes for each customer and work order.
- Monitored service orders to completion and closed service tickets.
Customer Service Representative
Apple
Toronto, ON
05.2018 - 07.2020
- Answered user inquiries to resolve computer software or hardware operation problems.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Promoted available products and services to customers during service, account management and order calls.
- Mentored junior team members and managed employee relationships.
Education
Computer Systems Techniques - Information Technology
La Cité Collégiale
Ottawa, ON06.2023
Skills
- Microsoft Windows and Office
- Help Desk Support
- Verbal and Written Communication
- Organizational Skills
- Customer Service
- Collaborative Team Player
- Analytical and Methodical
- Attention to Detail
- Multitasking and Prioritization
- Technical Troubleshooting
- Troubleshooting Network Issues
- Device Installation
- Upselling and Cross-Selling
- Interviewing Clients
- Web design and development
- Logo Design
- Copy write
- Administrative Support
- Problem-Solving
- Regulatory Compliance and Documentation
- Monitoring Computer Viruses
- Data Management
- Good Work Ethic
- Computer Skills
Certification
- CyberOps Associate
- Cisco Certified Network Associate (CCNA)
- CompTIA Security+
Additional Training
- 601 Introduction to IT Security Management
- 604 Overview of IT Security Risk Management
- Cloud Computing in the GC
Languages
French
Native/ Bilingual
English
Full Professional
Swahili
Native/ Bilingual
Tshiluba
Native/ Bilingual
Lingala
Native/ Bilingual
HOBBIES AND INTERESTS
- Golf
- Pool-Billard
- Reading
- Fashion
- Basketball
Timeline
Security Assessment and Authorization Student
Transport Canada
03.2023 - Current
Junior CTAT Analyst
National Defense of Canada
01.2023 - 02.2023
Help Desk Analyst
Sherweb
11.2022 - Current
Technical Support Specialist
Rogers
12.2020 - 08.2022
Customer Service Representative
Apple
05.2018 - 07.2020
Computer Systems Techniques - Information Technology
La Cité Collégiale
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