Summary
Overview
Work History
Education
Skills
Timeline
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Lucreze Belvi Makanga

Krakow,12

Summary

Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.

Overview

8
8
years of professional experience

Work History

IT & HR Analyst

HCL TECHNOLOGIES
12.2021 - Current
  • Used ticketing systems to manage and process support actions and requests
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones
  • Documented support interactions for future reference
  • Configured hardware and granted system permissions to new employees
  • Installed, configured and maintained computer systems and network connections
  • Working with: Active Directory, Servicenow, Ms Office, Dirview, Citrix, Concur, Workday, Mylearning, Itaccess, Identity central, Cisco, SAP, Pulse Secure, Ping ID, Office 365, File Share...

Export customer service Manager

Atrans and Services NG
01.2020 - 09.2021
  • Prepare, route, and complete Bills of Lading
  • Building relationships with customers in order to receive orders during set weeks and then working with demand planner to check these against forecasts
  • Checking production plans to ensure customer orders are dispatched on time and in full.
  • Managed over 30 customer calls per day.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty
  • Took ownership of customer issues and followed problems through to resolution
  • Collaborated with upper management to improve customer service processes and support structures company-wide

Export sales Manager

Kernel Trade
12.2017 - 11.2019
  • Processed company's import permit and export license processes
  • Prepared various import, export and supplier forms for customs submittal
  • Consulted with suppliers and agents to arrange proper in-transit permissions to ship to various locations
  • Exceeded sales quotas and increased profitability through effective sales strategy and business planning
  • Aligned company goals with customer outcomes and increased satisfaction by automating contact management systems
  • Prepared sales presentations for clients showing success and credibility of products

Technical Support Engineer

TEKRUM, UKRAINE
01.2016 - 01.2017
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks
  • Provided guidance on installing and integrating new hardware components and software to remote clients
  • Performed root cause analysis of reported issues to enact corrections
  • Maintained response times to support business continuity
  • Served as primary point of contact for support relating to owned solutions and products
  • Advised senior personnel on potential process improvements to increase support quality and expedite ticket fulfillment

Education

Master of Science - MSc. Management And Production Engineering

Silesian University of Technology
Poland
11.2022

Diploma - International Trade and Transport

Y2K College
South Africa
2020

English Language Certificate - Language Course

Cape Town School of English
South Africa
2019

Bachelor degree - Computer Networking And Telecommunications

Lviv Polytechnic National University
Ukraine
06.2014

Skills

  • IT remote administration
  • Active directory
  • IT management
  • Computer Networking
  • All windows versions Linux (Ubuntu)
  • Proficiency with Microsoft Office (Word, Excel, PowerPoint)
  • Analytical skills
  • Dealing with all customer queries
  • Team Work
  • French : Native Speaker
  • English : Very good command
  • Ukrainian: Very good

Timeline

IT & HR Analyst

HCL TECHNOLOGIES
12.2021 - Current

Export customer service Manager

Atrans and Services NG
01.2020 - 09.2021

Export sales Manager

Kernel Trade
12.2017 - 11.2019

Technical Support Engineer

TEKRUM, UKRAINE
01.2016 - 01.2017

Master of Science - MSc. Management And Production Engineering

Silesian University of Technology

Diploma - International Trade and Transport

Y2K College

English Language Certificate - Language Course

Cape Town School of English

Bachelor degree - Computer Networking And Telecommunications

Lviv Polytechnic National University

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Lucreze Belvi Makanga