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NAME: BIKY KYEMBA
Flat No. 5, 28 Lord Street, Cresta, Randburg 2194, South Africa
Johannesburg - Gauteng / H: 0812146524 / C: 0814517188/ Email: [email protected]
PERSONAL SUMMARY
A well-presented, well-mannered and articulate Technician support professional with extensive
experience of performing diagnostics and resolving a technical problems, e-mail and one to one.
Having a proven track record of successfully finding the root causes of problems, resolving them
or forwarding suggestions for improvements. A problem solver who enjoys a challenge and can
work well under pressure and who possesses strong customer service skills, good communication
skills and attention to detail. Looking for a company which will challenge my problem solving
skills and allow me to continue to develop my knowledge and potential.
AREAS OF EXPERTISE
Customer Service Root
Cause analysis LAN/WAN technologies
Technical support Addressing customer issues
WORK EXPERIENCE
Company Name: Camrose Resources (Technology Networking Company 2008)
Position: Graphic designer and Technician Support
Present Responsible for taking & logging incoming calls & providing efficient support for
issues relating to Servers, Desktops, Laptops and peripherals.
Applied best practices of software development while staying abreast of advances in the
practice Installed and performed repairs to hardware, software and peripheral equipment,
following design and installation specifications.
Company Name: Sign-a-rama Honeydew (2013 – 2015)
Position: Graphic designer and Technician Support
Conducted design and code reviews to share knowledge with development team.
Set up equipment for employee use.
Installed and performed repairs to hardware, software and peripheral equipment, following
design and installation specifications.
Conducted computer diagnostics to investigate and resolve problems and provide technical
assistance and support.
PERSONAL SKILLS
Duties:
Providing technical support over the phone to all IT users.
Handling incoming incidents via the phone / e-mail promptly and effectively.
Diagnosing and resolving a wide range of technical issues over the phone.
Take ownership of a call and seeing it through to closure.
Escalating calls and issues where necessary to senior managers & team leaders.
Investigating and implementing ways of reducing calls to the Help Desk.
Ensuring that all call details are captured and entered in the logging software.
Updating support documentation.
Answering & responding to all calls & requests within agreed time scales.
Keeping customers updated as to progress.
Provide troubleshooting and configuration support for client desktop and networking
environment.
KEY SKILLS AND COMPETENCIES
A good working knowledge of all levels of Technician support.
Experience of setting up and maintaining hardware and software systems.
Ability to work shifts and weekends - occasional overtime / overnight.
Having the ability to listen to, understand and defuse difficult situations.
Knowledge of all Microsoft office applications and operating systems.
ACADEMIC QUALIFICATIONS
High School: Silesian primary School (1993)
Courses: Mathematics, French & English, Economics, Technology and History
Saint Paul College (1998), Field Study: TECHNOLOGY & GRAPHIC DESIGN
Degree: High Diploma
Network+ certification,
A+ Certification,
Linux knowledge,
Certified Information Systems Analyst, Institute for the Certification of Computing
Professionals.)
University of Methodist in Congo (2002)
- Computer Science courses
- Computer and Art Design courses
- Graphic Design for Print Media workshop
- Workshop on Photoshop for Designers
Interest (Hobbies)
Reading books, John Maxwell, Michael Huggins
Travelling and Tourism
Ability to learn Watching Discoveries, Documentaries, Researches etc.
Sports activities (Soccer and Basketball)
Additional Information
Ability to work under pressure with minimum supervision and infallible project
management skills.
Possession of strong interpersonal and communication skills to work within a team and
ability to influence at all levels, plan, deliver and improve work to meet objectives.
A successful IT Administrator with extensive analytical and software experience of
investigating and diagnosing network problem and also knowledge of IT operating
systems, especially Windows, Exchange and Citrix. Multi-talented with good all round
technical skills and the ability to develop and maintain close working relationships with
other support and development teams. Having the personal drive required to deliver a
service that exceeds the expectations of colleagues and end users through a positive, well
organized and structured work ethic. Looking for a career advancement opportunity with a
company that will challenge my problem solving skills and allow me to develop my
knowledge & potential.
REFERENCES
CAMROSE RESSOURCES COMPANY
Mr. Alex Kensen
Supervisor of the company
072 615 9551
Mr. Jean luc Ngolela
General Manager & Administrator
076 805 6968
SIGN-A-RAMA HONEYDEW
Mr. Ernest
Production & Supervisor
Mrs. Laureen Mafora
Sales Specialist and Accounting
073 266 3141
