STEPHANE IRUTINGABO RUNYUTU

• Technical Documentation: Created clear, concise guides for Adobe forms, supporting easy handoff and efficient troubleshooting.
• Client-Focused Customization: Tailored Adobe forms for client needs (notably for a major fashion brand), ensuring accuracy and quick responses to their requirements.
• Team Collaboration: Partnered with senior developers to understand project specs, enhancing my ability to deliver client-focused solutions.
• Hands-on Troubleshooting: Built strong troubleshooting skills through hands-on experience with ABAP tools, ensuring reliable system performance.

• Handled escalation cases using the JIRA platform, performing pre-investigations, classifying issues, and assigning them to relevant teams.

• Monitored the JIRA board, ensuring all issues were accurately tracked and addressed.

• Resolved around 50 technical support inquiries per day which was 40 % of income tickets per day .

• Maintained communication with relevant team members and partners to ensure timely resolution of issues, staying in touch until resolution.

• Collaborated with global teams to resolve complex issues and improve service quality.

• Monitored all critical service metrics and reacted immediately to any incidents to minimize impact.

• Proactively monitored company backend, frontend, and mobile applications to prevent and address incoming incidents.

• Ensured continuous improvement by documenting and sharing insights from resolved incidents.

• Managed approximately 20 incoming calls, emails and tickets per day from customers and within 30 seconds response time.

• Utilized effective problem-solving techniques to quickly identify technical issues and develop efficient solutions.

• Actively listened to customers, promptly addressing concerns and escalating major issues to appropriate teams.

• Served as an escalation point for complex customer inquiries and complaints, ensuring satisfactory resolutions.

• Created documentation on new devices and technologies to assist both customers and team members in understanding and utilizing new products effectively.