Bruno Langhe Sombong
Poznan,Wielkopolskie
Summary
Collaborative Technical Support Analyst specialized in exploiting internal and external relationships to synergistically tackle complex incidents. Always taking into account feedback and support from vendors, colleagues and other external sources to improve Incident response time and ticket quality. Combines personal expertise with diverse professional relationships to support maximum support quality. Always learning and improving my skills to make my service more valuable to the customer. This willingness to learn has led me to my ITIL 4 Foundation and AWS Cloud partitioner certifications this year.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Senior IT Analyst With English and French
HCL Technologies
04.2022 - Current
- Provided high-level technical support by resolving inquiries by phone, e-mail and chat consistent with department and team service levels and goals.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Configured hardware and granted system permissions to new employees.
- Walked individuals through basic troubleshooting tasks.
- Resolved on average 15 technical support inquiries per day.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Used ticketing systems like SNOW to manage and process support actions and requests.
- Collaborated with supervisors to escalate and address complex customer inquiries or technical issues.
Technical Support Assistant
Capgemini
06.2021 - 08.2021
- Translated complex technical issues into digestible language for non-technical users.
- Patched software and installed new versions to eliminate security problems and protect data.
- Resolved daily about 25 diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
Customer service agent
Transguard Group
11.2018 - 09.2020
- Maintaining a positive, empathetic, and professional attitude toward customers at all times
- Resolving on average 20 customer complaints via calls, emails, chat and in person to customer satisfaction
- Training newly recruited customer service agents on most updated customer service procedures.
Education
Master of Science - Biotechnology
Poznan University of Life Sciences
Poznan Poland09.2022
Bachelor of Science - Microbiology And Immunology
University of Buea
Buea, Cameroon12.2015
Skills
- ITIL
- ITSM
- AWS Cloud service
- Agile methodologies
- SAP
- SNOW
- Microsoft O365
- Incident Management
- Application Installation
- System Provisioning
- Software Debugging
- Performance Optimization
- Microsoft Active Directory
- VPN Configurations
- Problem solving and empathy
- Attentive and Very fast learner
- Multi-tasking and time management
Certification
- ITIL Foundation Certified, by AXELOS - April 2023
- AWS Cloud Practitioner Certified, by AWS - February 2023
- Scrum /Agile training on linked-In - January 2023
Languages
English
Native language
French
Upper intermediate
B2
ACHIEVEMENTS
- HCL Jewels award for employee of the months for August and October 2022 and February 2023
- Fast learner recognition Feb-2019 at Transguard group.
- Rector’s scholarship for outstanding performance recipient Poznan University of life sciences.
- European Funds Knowledge Education Development, European social Funds Scholarship
Timeline
Senior IT Analyst With English and French
HCL Technologies
04.2022 - Current
Technical Support Assistant
Capgemini
06.2021 - 08.2021
Customer service agent
Transguard Group
11.2018 - 09.2020
Master of Science - Biotechnology
Poznan University of Life Sciences
Bachelor of Science - Microbiology And Immunology
University of Buea
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