Aliou KA

Provided technical support and qualified incidents for users and clients. Performed first-level diagnostics on equipment, applications, and telecom services, and ensured follow-up until resolution.

• Prendre en charge les demandes d’assistance technique et qualifier les incidents signalés par les utilisateurs et clients.
• Réaliser des diagnostics de premier niveau sur les équipements, les applications et les services télécoms.
• Utiliser les outils internes pour consulter les dossiers, suivre les demandes et documenter les actions réalisées.

Processed and tracked client requests in business tools. Analyzed complaints, verified information, and coordinated with internal teams to ensure timely resolution.

Provided telephone assistance and guided clients in using services. Identified needs, analyzed issues, and provided appropriate solutions or referrals while using CRM tools.

Managed incoming calls, responded to information requests, and handled complaints. Applied quality procedures and contributed to customer satisfaction.

Provided IT assistance to users and diagnosed hardware and software incidents. Installed and configured workstations and participated in network maintenance.

Completed a BTS in Administration of Computer Systems and Networks at ISEP de Thiès in 2021.

Completed the Baccalauréat in Series L2 at Lycée Taïba ICS in 2018.