Open to opportunities

HISHAMUNDA Heritier

@hishamundaheritier

Message

Tech-savvy support specialist with experience in software mentorship.

Germany

Message

What I'm looking for

I am looking for a role that fosters growth, collaboration, and innovation in tech.

I am a tech-savvy support specialist with a strong background in software mentorship, customer support, and digital content production. Currently, I work as a Professional Retoucher at Schnell Media, where I provide high-quality digital image retouching services for international clients, ensuring industry-standard outputs for e-commerce and marketing use. My role also involves offering technical support to internal teams, troubleshooting software issues, and training new team members on retouching techniques.

Previously, I served as a Customer & Technical Support Specialist at Pearson VUE, where I resolved technical issues with a 95% satisfaction rate and collaborated with product and engineering teams to address complex problems. My experience as a Technical Mentor at Andela allowed me to provide guidance to aspiring software developers, enhancing their coding skills and helping them navigate their career paths in tech.

Experience

Work history, roles, and key accomplishments

Current

Professional Retoucher

Current

Schnell Media

Oct 2023 - Present (1 year 9 months)

Provided high-quality digital image retouching services for international clients, ensuring industry-standard outputs for e-commerce and marketing use. Offered technical support to internal teams by troubleshooting software issues, file handling problems, and workflow-related errors.

Adobe Photoshop Technical Support Workflow Optimization

Customer & Technical Support Specialist

Pearson VUE

Mar 2022 - Aug 2024 (2 years 5 months)

Resolved technical issues via platform, email, and chat, achieving a 95% satisfaction rate. Utilized ticketing systems to track and resolve incidents, and collaborated with product and engineering teams to escalate complex technical problems.

Technical Support Customer Service Troubleshooting Ticketing Systems Zendesk

Technical Mentor

Andela

Nov 2023 - Feb 2024 (3 months)

Provided mentorship and technical guidance to aspiring software developers participating in Andela’s Kickstarter Program. Conducted code reviews, offered constructive feedback, and facilitated group learning sessions to enhance collaboration and problem-solving skills.

Technical Mentorship Code Review Software Development JavaScript HTML CSS

Education

Degrees, certifications, and relevant coursework

University of Rwanda

Bachelor degree, Applied statistics

Studied applied statistics, gaining a strong foundation in data analysis and statistical methodologies. Developed skills in quantitative analysis and research.

Saint peter secondary school

Diploma, Maths, Economics and Computer

Completed a diploma program with a focus on Mathematics, Economics, and Computer Science. Acquired foundational knowledge in these key academic areas.