Emma Kalangi
Warsaw
Summary
Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.
Overview
12
12
years of professional experience
1
1
Certificate
Work History
Team Leader
International Trilingual School of Warsaw
09.2022 - 07.2023
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Built strong relationships with Parents through positive attitude and attentive response.
- Mentored and guided team members to foster proper completion of assigned duties.
- Held weekly team meetings to inform team members on company updates.
ICT Classroom Teacher
International Trilingual School of Warsaw
09.2017 - 07.2023
- Trained and developed students' skills in word-processing, spreadsheet and database programs.
- Used lectures, demonstrations and discussions to instruct students individually and in small groups.
- Communicated with students to discuss progress and need for tutoring and extra assistance.
- Managed and maintained computer systems, equipment and mobile devices by troubleshooting hardware and software issues.
- Planned and implemented curriculum to teach up-to-date technology to students.
- Attended professional development technology courses to increase knowledge base and learn new information.
- Processed software and hardware by coordinating user setups, installations and upgrades.
- Set up computers and networking systems and delivered step-by-step instructions on basic use.
- Worked well in a team setting, providing support and guidance.
English Language Teacher
International Trilingual School of Warsaw
09.2017 - 07.2022
- Successfully improved students' English grammar and vocabulary levels through written and interactive activities.
- Developed teaching materials to supplement standard curriculum, enhancing learning concepts and promoting student engagement.
- Communicated with parents in person, by email and phone to apprise of student progress, challenges and behavior issues.
- Planned and implemented lessons to positively increase vocabulary and sentence structure skills.
- Authored tests and quizzes to evaluate student learning and comprehension.
- Graded students work based on completion, timeliness and accuracy and kept detailed records of grades.
- Designed exams to test fluency in reading, writing, speaking and comprehension of English language.
- Evaluated student progress to offer recommendations for further development.
- Established positive classroom management boundaries to create safe, known environment for behavior among students.
- Tutored and assisted students to help with English language comprehension and mastery.
Team Leader
International Trilingual School of Warsaw
07.2021 - 06.2022
- Met with grade level teachers ona weekly basis to discuss pass on updates of the upcoming week and reflect on the outgoing week.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Mentored and guided grade 7 and 8 students to foster proper education through their primary life at school.
- Sent biweekly newsletters to Parents/clients updating them on what was going on at school and notifying them on future events and activities.
- Verified if the daily journal was updated.
- Fully participated in the School's performance management system.
English Teacher's Assistant
Dom Malucha Trzy Jezyki
09.2016 - 09.2017
- Assisted in preparation of classroom and instruction materials.
- Set up classroom equipment and organized activities.
- Provided instruction and support under supervision of teacher.
- Worked collaboratively to support student independence, empowerment and learning.
- Mentored and tutored individual students needing additional help.
English Language Teacher
Zespol Szkol nr 1 w Barcinie
04.2015 - 12.2016
- Educated students in basics of English grammar and conversational speaking.
- Created and delivered engaging lesson plans to accommodate different learning styles.
- Coached students on English pronunciation and intonation for eloquent conversation.
- Developed and taught ESL curriculum to improve students' conversational abilities.
- Facilitated small group and individual instruction to maximize student learning.
- Adopted new technologies and online platforms to facilitate student learning.
- Developed activities and integrated technology to diversify instruction.
Voluntary Worker
European Voluntary Service (Europejskie Forum Młodziezy)
06.2014 - 03.2015
- Assisted with special events and programs.
- Maintained clean, neat, and operational facilities to serve program needs.
- Greeted visitors, answered questions and assisted with individual needs or requests.
- Assisted with event coordination and on-site support.
- Provided instruction and support under supervision of teacher.
- Worked collaboratively to support student independence, empowerment and learning.
- Coordinated volunteer onboarding process.
- Tutored students struggling with course material.
- Collaborated with colleagues to design and maintain curriculum.
- Created and administered interactive activities for students.
Consultant Manager
KeepTech Internet Cafe
06.2011 - 12.2012
- Introduced new systems of organization to streamline company changes.
- Directed major client engagements and monitored asset managements
- Designed new projects with timelines, budgets and scope of work plans.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Documented support interactions for future reference.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Monitored systems in operation and quickly troubleshot errors.
- Translated complex technical issues into digestible language for non-technical users.
- Researched product and issue resolution tactics to address customer concerns.
- Configured hardware and granted system permissions to new employees.
- Diagnosed and troubleshot hardware, software and network issues.
- Configured hardware, devices, and software to set up work stations for employees.
- Created user accounts and assigned permissions.
- Installed and configured operating systems and applications.
- Configured and tested new software and hardware.
Education
Bachelor of Information Technology - Information Technology
St. Lawrence University
Kampala Uganda11.2014
Skills
- Hardware Upgrades
- Compatibility Testing
- Component Replacements
- Hardware Evaluation
- Device Distribution
- Practice Support
- Feature Activation
- Microsoft Windows and Office
- Resolve Technical Problems
- Software and Hardware Implementation
- Backup and Recovery
- Troubleshooting Network Issues
- Support End-Users
- Closing Tickets
- Mobile Device Management
- Printers and Peripherals
- Employee Computer Support
- Helpdesk Call Support
- Technical Equipment Inspection
- Diagnose Faults
- Tracking and Documentation
- Customer Communication and Empathy
- Organizational Skills
- Computer Operating Systems
- Hardware and Software Repair
- Technical Support and Assistance
- Hardware Repair
- Hardware and Software Configuration
Certification
- Technical Support Specialist, IBM - July 11 2023
- ICT and Leadership Program, THE KiBO FOUNDATION - 28th/03/2013
- SQL(PostgreSQL) BootCamp Udemy- 8th May 2023
- Systems Administration, Microsoft - Ongoing
Languages
English
Native language
Polish
Elementary
A2
Timeline
Team Leader
International Trilingual School of Warsaw
09.2022 - 07.2023
Team Leader
International Trilingual School of Warsaw
07.2021 - 06.2022
ICT Classroom Teacher
International Trilingual School of Warsaw
09.2017 - 07.2023
English Language Teacher
International Trilingual School of Warsaw
09.2017 - 07.2022
English Teacher's Assistant
Dom Malucha Trzy Jezyki
09.2016 - 09.2017
English Language Teacher
Zespol Szkol nr 1 w Barcinie
04.2015 - 12.2016
Voluntary Worker
European Voluntary Service (Europejskie Forum Młodziezy)
06.2014 - 03.2015
Consultant Manager
KeepTech Internet Cafe
06.2011 - 12.2012
Bachelor of Information Technology - Information Technology
St. Lawrence University
Football
Love playing football on the weekends or whenever I have time to spare
Football
Love playing football on the weekends or whenever I have time to spare
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