ISINGIZWE Elisabeth IRADUKUNDA
Bydgoszcz
Summary
I am a dedicated and ambitious IT enthusiast from Rwanda, currently residing in Poland and pursuing a Bachelor's degree in Computer Engineering and Mechatronics at WSG University. With a strong work ethic, a passion for learning, and a drive to excel, I am actively seeking a full-time position that offers professional challenges. My goal is to utilize my interpersonal skills, excellent time management, and problem-solving abilities to contribute to a dynamic and innovative team, while continuously expanding my knowledge in the IT field."
Overview
2
2
years of professional experience
5
5
years of post-secondary education
8
8
Certifications
3
3
Languages
Work History
1ST LINE SUPPORT ANALYST
Atos
Bydgoszcz
02.2021 - Current
- Provide prompt and efficient first line technical support to customers via telephone, email, and chat.
- Troubleshoot hardware, software, and network issues, identifying root causes and resolving them effectively.
- Utilize strong problem-solving abilities to diagnose and resolve customer inquiries and complaints.
- Ensure accurate documentation of customer interactions, including issues reported and actions taken. Mainly through ServiceNow
- Collaborate with cross-functional teams to escalate and resolve complex technical issues.
- Performed remote support tasks for mobile devices such as smartphones and tablets, correcting issues on iOS and Android units via LogmeIn
- Conduct in-depth research and analysis to provide accurate and comprehensive solutions.
- Assist in the development and improvement of customer service processes and knowledge base.
- Maintain up-to-date knowledge of product features, updates, and industry trends.
- Demonstrate excellent customer service skills, actively listening to customer concerns and providing empathetic and timely assistance.
- Handle customer verifications and maintain customer databases.
- Proactively follow up with customers to ensure their satisfaction and gather feedback on the service experience.
Education
Bachelor of Science - COMPUTER ENGINEERING AND MECHATRONICS
WSG UNIVERSITY
Poland 10.2020 - Current
High School Diploma -
SOS THS HIGHSCHOOL
Rwanda 02.2016 - 11.2018
Skills
Customer service skillsundefined
Certification
Creating Value for our ClientsTraining - Feb 2021
Additional Information
I consent to the processing of my personal data for the purposes of the recruitment process (in accordance with the Act of 10 May 2018 on the protection of personal data (Journal of Laws from 2018, item 1000)
Timeline
Environmental Program & EMSTraining - Dec 2022
12-2022
Microsoft Teams, Atos - Dec 2022
12-2022
Code of Ethics Training - Dec 2022
12-2022
Hardware Foundation Training - Mar 2021
03-2021
Creating Value for our ClientsTraining - Feb 2021
02-2021
Call & Ticket HandlingTraining - Feb 2021
02-2021
License 2 SupportTraining - Feb 2021
02-2021
ITIL - Notes 2020 Training - Feb 2021
02-2021
1ST LINE SUPPORT ANALYST
Atos
02.2021 - Current
Bachelor of Science - COMPUTER ENGINEERING AND MECHATRONICS
WSG UNIVERSITY
10.2020 - Current
High School Diploma -
SOS THS HIGHSCHOOL
02.2016 - 11.2018
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