Gaetan Mukendi
@gaetanmukendi
Technical Support Engineer and Data Services Specialist who delivers fast resolution and high-quality datasets.
South AfricaWhat I'm looking for
I’m a Technical Support Engineer and IT professional with 5+ years delivering fast, high-quality real-time support to global customers. I thrive on troubleshooting complex issues, escalating bugs to engineering, and guiding users through critical technical workflows.
In Tier 2 support, I investigated security, malware, and phishing concerns quickly to unblock customers during critical moments. I also authored and maintained bilingual (German/English) knowledge base articles and internal documentation to reduce recurring tickets and improve customer experiences.
Recently, I’ve shifted deeper into data: as a Data Services Specialist and Language Data and Quality Reviewer, I curate datasets for modern AI. I focus on multimodal annotation, linguistic validation, and content creation—maintaining 99%+ accuracy standards and ensuring culturally resonant, mission-critical data pipelines.
I combine customer empathy with data rigor, acting as the “voice of the customer” while partnering across teams on root-cause fixes and process improvements. Whether it’s security troubleshooting or data quality assurance, I’m driven to turn complex problems into actionable outcomes.
Experience
Work history, roles, and key accomplishments
Data Services Specialist
RWS Group
Mar 2026 - Present (3 months)
Curate high-quality AI datasets, including multimodal annotation, linguistic validation, and culturally resonant content creation, to help ensure models are both accurate and natural.
Language Data Reviewer
Volga Partners
Jan 2026 - Present (5 months)
Review and validate large linguistic datasets for AI training, maintaining 99%+ accuracy through high-precision annotation and QA across massive training sets.
Content Creator & Video Editor
Ethos Echo
May 2024 - Present (2 years 1 month)
Produced end-to-end technical video essays, improving editing workflows with Veed.io, Kling, and Freepik to grow the channel to 400+ subscribers and 60K views.
Tier 2 Support Engineer
SupportYourApp
Sep 2022 - May 2025 (2 years 8 months)
Provided real-time Tier 2 technical support for global clients, troubleshooting account security and resolving malware/phishing issues within minutes to unblock customers during critical audits.
Media Analyst
TELUS International
Aug 2022 - Oct 2022 (2 months)
Analyzed large media datasets to produce trend reports and improve decision-making, while resolving discrepancies through policy-compliance content review and recommendations.
Web Developer
NAISA Engineering
Jan 2022 - Mar 2022 (2 months)
Built and optimized responsive websites, troubleshooting front-end issues and implementing custom fixes to ensure smooth user experiences.
Software Developer & Analyst
B-Sure IT Solutions
Sep 2019 - Dec 2021 (2 years 3 months)
Developed dashboards and automation tools using C, SQL, and Excel, reducing manual processing by 40% and improving workflow efficiency.
Education
Degrees, certifications, and relevant coursework
Pearson Institute of Higher Education
Bachelor’s degree, Information Technology
2016 - 2020
Earned a Bachelor's degree in Information Technology from Pearson Institute of Higher Education.
CTI Education Group
Higher Certificate, Software Development
2013 - 2015
Completed a Higher Certificate in Software Development at CTI Education Group.
Availability
Location
South AfricaAuthorized to work in
Social media
Job categories
Skills
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