Bwalya Adrian Mange

BM

Open to opportunities

Bwalya Adrian Mange

@bwalyaadrianmange

Customer service agent specializing in telecom support and secure mobile-money operations.

What I'm looking for

I seek remote or international customer/technical support roles focused on telecom and mobile-money platforms, with opportunities for career growth and skills development.

I am a customer service professional with hands-on telecom support experience, currently supporting MTN Zambia through iSON Xperiences. I resolve mobile money, GSM, device configuration, and account issues using enterprise platforms and maintain strict security for financial data.

At iSON Xperiences I handle high-volume inbound calls via Avaya, perform secure transactions with Ericsson Converged Wallet, and document incidents in ServiceNow while consistently achieving over 90% QA compliance.

Previously, as an IT Support Intern at Inspire Leadership School, I supported staff and students, improved digital literacy, introduced basic AI productivity tools, and increased system reliability through timely troubleshooting.

I hold multiple Coursera professional certificates in IT support, cybersecurity, and generative AI, and I am completing a BSc in Computer Science. I am ready for remote and international support roles that value technical troubleshooting, secure financial operations, and strong customer communication.

Experience

Work history, roles, and key accomplishments

IL

Current

Customer Care Agent

Current

iSON Xperiences Zambia Ltd

Dec 2025 - Present (3 months)

Handle high-volume inbound support for MTN Zambia, resolving mobile money, SIM, device, and GSM issues while maintaining over 90% QA compliance and meeting strict KPIs.

Ericsson Converged Wallet ServiceNow Avaya GSM Support Incident Management Customer Service

IS

IT Support Intern

Inspire Leadership School

Jun 2025 - Oct 2025 (4 months)

Provided IT support and troubleshooting for school systems, improving system reliability and staff/student digital literacy across grades 2–7.

Technical Troubleshooting Hardware installation Software Configuration Network Support Microsoft Office User Training Remote Support

Education

Degrees, certifications, and relevant coursework

CZ

Cavendish University Zambia

Bachelor of Science, Computer Science

Pursuing a Bachelor of Science in Computer Science with expected completion in 2026.

Tech stack

Software and tools used professionally

Gmail

WordPress

Avaya

ServiceNow

Score

Remote

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