Gaetan Mukendi
@gaetanmukendi
Support Engineer & Dev with 5+ years in Tier 2 troubleshooting, bug escalation, and process automation to boost CX.
What I'm looking for
IT pro skilled in Tier 2 support, SQL/C#, and AI data quality.
Experience
Work history, roles, and key accomplishments
Language Data Reviewer
Volga Partners
Jan 2026 - Present (1 month)
Synthesize complex linguistic datasets and orchestrate high-precision annotation workflows, maintaining 99%+ accuracy and driving process improvements that optimize NLP model performance.
Content Creator & Video Editor
Ethos Echo
May 2024 - Present (1 year 9 months)
Own end-to-end production of technical video essays, managing editing workflows and audience engagement, growing a channel to 400+ subscribers and 60K views through iterative content improvements.
Tier 2 Support Engineer
SupportYourApp
Sep 2022 - May 2025 (2 years 8 months)
Provided fast, real-time Tier 2 technical support for global clients, troubleshooting security, malware, and connectivity issues, escalating bugs to engineering and authoring bilingual knowledge base articles to reduce repeat tickets.
Media Analyst
Telus International
Aug 2022 - Oct 2022 (2 months)
Analyzed large media datasets to produce trend reports and improve reporting accuracy, identifying patterns and recommending fixes to ensure policy-compliant content and faster turnaround times.
Web Developer
Naisa Engineering
Jan 2022 - Mar 2022 (2 months)
Built and optimized responsive websites, conducted usability testing, and resolved front-end bugs to improve user experience and site performance during contract engagement.
Software Developer
B-Sure IT Solutions
Sep 2019 - Dec 2021 (2 years 3 months)
Developed data dashboards and reporting tools using C, SQL, and Excel, automating workflows to cut manual processing by 40% and contributing to backend troubleshooting across the SDLC.
Education
Degrees, certifications, and relevant coursework
Pearson Institute of Higher Education
Bachelor’s Degree, Information Technology
2016 - 2020
Completed a Bachelor’s degree in Information Technology focusing on practical IT skills and applied projects from 2016 to 2020.
CTI Education Group
Higher Certificate, Software Development
2013 - 2015
Completed a Higher Certificate in Software Development covering core programming and development fundamentals.
Availability
Location
Authorized to work in
Salary expectations
Social media
Job categories
Skills
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