Olivier Ntwali Kozivuze
Technical Support Engineer
Krakow,12
Summary
Experienced Support Engineer with 2+ years of expertise in technology, support, training, consulting, architecting, development, network, data center operations, and IT admin. Proficient in multiple browsers, HTML, CSS, JavaScript, and browser developer tools. Adept at providing exceptional customer service and collaborating with cross-functional teams to deliver timely solutions. Skilled in leveraging various troubleshooting & debugging tools (e.g. Process Monitor, Process Explorer, Fiddler, Network Monitor, Wireshark, windbg, etc.) to diagnose and address complex issues.
Overview
6
6
years of professional experience
3
3
years of post-secondary education
Work History
Customer Support Agent
Wedosupport Limited
02.2025 - Current
- Delivering swift, clear solutions to customer issues via phone, chat, and email.
- Manage multiple support channels while maintaining top-tier customer satisfaction.
- Collaborate with technical teams to escalate and resolve complex cases efficiently.
- Document interactions and feedback to improve service quality and product updates.
- Apply strong communication skills and empathy to turn frustrated customers into loyal fans.
Edge Browser Support Engineer
LTIMindtree
05.2023 - 11.2024
- Ensured compliance with industry best practices and company policies throughout all support activities undertaken by the team.
- Improved customer satisfaction by promptly addressing support tickets and providing accurate solutions.
- Collaborated with outside departments to implement system-wide improvements.
- Implemented technical solutions to solve customer issues and increase satisfaction.
- Documented technical issues and solutions to enable tracking history and maintain accurate logs.
- Connected to computer of client using remote link to install programs and applications.
- Collaborated with cross-functional teams to resolve complex problems, ensuring seamless system operations.
- Patched software and installed new versions to eliminate security problems and protect data.
- Assisted in migration of support systems to cloud, improving scalability and reliability.
- Led cross-functional project to improve company's support infrastructure.
- Offered assistance in implementing and developing training programs.
IT Technical Support Intern
ISCO Security
04.2019 - 01.2020
- Increased team efficiency by assisting in the implementation of new technology systems and processes.
- Assisted in development of system security protocols.
- Generated reports to track performance and analyze trends.
- Helped streamline repair processes and update procedures for support action consistency.
- Diagnosed and troubleshot hardware, software and network issues.
- Collaborated with colleagues to implement innovative solutions for recurring technical challenges.
- Performed regular data backups to ensure information security and minimize potential risks from data loss incidents.
- Supported company-wide initiatives through consistent application of best practices in IT service delivery.
- Actively participated in professional development opportunities such as workshops, seminars or online courses to stay current on technological advancements.
- Configured and tested new software and hardware.
Education
Bachelor of Science - Sales And Marketing Education
WSB University
WSB Chorzow 04.2021 - 04.2024
Skills
- Proficient in Chrome, Firefox, Safari, Edge, and Internet Explorer
- HTML, CSS, JavaScript
- Browser developer tools (Chrome DevTools, Firefox Developer Edition, etc)
- Cross-browser compatibility testing
- Proxy and networking configuration
- Security and privacy settings
- Malware and adware removal
- Customer service and communication
- Documentation and technical writing
- Continuous learning and adaptability
- Team collaboration and teamwork
- Troubleshooting & Debugging Tools: Process Monitor, Process Explorer, Fiddler, Network Monitor, Wireshark, windbg
Call center operations
LAN/WAN
Equipment Repair
CRM software
Software troubleshooting
Customer success management
Effective communication
Remote technical support
Remote support
Troubleshooting network issues
Software installation
Web technologies
Network protocols
Affiliations
- Member, Customer Support Community – Active participant in remote support and CX trends forums.
- Contributor, Tech Support Reddit & Stack Overflow – Engaged in helping users troubleshoot real-world tech issues.
- Strong foundation in both hardware and software systems across commercial environments.
- Passionate about continuous learning – Currently exploring cloud support & AI Solution
- Excellent time management and adaptability in remote and global team settings
Languages
kinyarwanda
Native language
English
Proficient
C2
French
Upper intermediate
B2
Certification
- Microsoft Unit of the year
- Generative AI foundation course
Accomplishments
- Resolved average of 70 tickets per day, maintaining top-tier first contact resolution.
- Reduced UI-related issue escalations by 25% through improved debugging and dev collaboration.
- Aided in server racking and cooling upgrades, boosting system efficiency by
- Played a key role in data center equipment relocation with flawless continuity.
- Achieved 92%+ customer satisfaction across email and chat channels within 3 months within organizations.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Software
Fiddler – HTTP/HTTPS traffic debugging
Process Monitor – Real-time system activity monitoring
Network Monitor, WinDbg, LSPM, OTDR
Zendesk, Freshdesk, Intercom – Customer support ticketing
Remote Desktop Tools – AnyDesk, TeamViewer, Microsoft RDP
Slack, Microsoft Teams, Zoom
NetSpot – Wi-Fi analysis
Microsoft Office – Word, Excel, Outlook
Chrome DevTools, Firefox Developer Edition
Interests
Music Production & DJing
Emerging Tech
Problem Solving & Puzzles
Travel & Remote Work Culture
Community Support & Mentoring
Photography
Timeline
Customer Support Agent
Wedosupport Limited
02.2025 - Current
Edge Browser Support Engineer
LTIMindtree
05.2023 - 11.2024
Bachelor of Science - Sales And Marketing Education
WSB University
04.2021 - 04.2024
IT Technical Support Intern
ISCO Security
04.2019 - 01.2020
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