Yvette Itangishaka
328 Regina St N,Ontario
Summary
I am Talented Technical Support with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac software systems. Proven skill in resolving problems quickly on first call. Detail-oriented customer service and technical support with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience, Also I am a Driven Research Chemist offering experience in preparing accurate reports based on innovative research experiments. Gifted in successfully planning and performing analytical tests, documenting results and producing detailed reports with findings. Driven to consistently adhere to protocols and regulations for workplace safety and integrity of tests.
Overview
9
9
years of professional experience
1
1
year of post-secondary education
Work History
Analytical Chemist
Australian Laboratory Services (ALS)
Columbia, MD
01.2023 - Current
- Carried out laboratory tests and experiments to analyze, identify and isolate chemical compounds.
- Performed technical laboratory functions in compliance with regulatory agencies and safety requirements.
- Performed standardized tests on organic and inorganic compounds to observe fundamental differences in properties.
- Coordinated and performed analytical tests to comply with established standards and specifications.
- Calibrated and maintained laboratory spectrometers and chromatographs.
- Created spreadsheets and other forms of documentation to accurately record and calculate analytical results.
Technical Support
Sitel Group
St Catherine, Ontario
07.2020 - 12.2021
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Managed high levels of call flow and responded to technical support needs.
- Evaluated and responded to incoming sales leads and requests for technical support assistance.
Education Coordinator
World University Service Of Canada (WUSC)
Ottawa, ON
04.2019 - 12.2019
- Planned, formulated and assessed goals, policies, and activities designed to implement educational objectives and performance standards.
- Identified methods and tools to promote student success in project-based learning.
- Conducted conferences with parents and students to review progress, adjust academic plans, and renew enrollments.
- Developed community education programming events and other activities designed to increase and improve educational outcomes.
- Attended professional educational and developmental meetings to support accreditation and grant writing.
- Collated feedback and performance data to create insightful program reports.
Residence Assistant / Don
Wilfrid Laurier University Waterloo ON
09.2018 - 04.2019
- Building a residential community through programs involvement, acting as a mentor for students, being a familiar first resource for students with academic or institutional questions, and enforcing residence policies
- Assisted residents with problem solving or refer them to counseling resources
- Above all, be an example and uphold professional and personal accountability as outlined by the institution through reports
- Collected data of students to be used by the department to help students accordingly
- CTIVITIES
Service Associate/Shift Leader
Cosi
Washington DC, MD
05.2014 - 05.2015
- Managed customer issues and enhanced satisfaction by matching optimal solutions to individual customer needs.
- Suggested add-on services that would be helpful to customers and improve bottom line.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Resolved concerns with products or services to help with retention and drive sales.
Education
Bachelor of Science - Biochemistry and Biotechnology
Wilfrid Laurier University
Waterloo, ON 12.2021 - Current
Skills
Technical support expertise
Desktop Technical Support
Customer technical support
In-field technical support
Remote Technical Support
Technical application support
Law enforcement support
Laboratory support
Technical Support
Technical support escalations
Previous technical support experience
Technical Support Triage
Technical Support Management
Sales expertise
Report preparation
Complaint resolution
Timeline
Analytical Chemist
Australian Laboratory Services (ALS)
01.2023 - Current
Bachelor of Science - Biochemistry and Biotechnology
Wilfrid Laurier University
12.2021 - Current
Technical Support
Sitel Group
07.2020 - 12.2021
Education Coordinator
World University Service Of Canada (WUSC)
04.2019 - 12.2019
Residence Assistant / Don
Wilfrid Laurier University Waterloo ON
09.2018 - 04.2019
Service Associate/Shift Leader
Cosi
05.2014 - 05.2015