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Joseph Chitsungo

@josephchitsungo

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Technical support associate improving customer outcomes through IT troubleshooting and incident resolution.

Poland

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What I'm looking for

I want to grow in technical support where I can diagnose complex issues, collaborate with engineering on escalations, and own customer outcomes—using ITIL/SLA processes to continuously improve service quality and operational efficiency.

I’m a Technical Support Associate with over 3 years of experience in IT service and support, focused on diagnosing and resolving technical issues to deliver exceptional customer experiences. At Concentrix, I supported the Klaviyo email marketing platform—handling campaign execution, integrations, and automation workflows—and helped drive a 15% increase in client engagement.

I also improved operational efficiency by 20% while maintaining a 98% customer satisfaction rating through thorough log/performance analysis, SLA-targeted ticket resolution, and clear escalation of complex incidents to engineering and product teams. Previously, I delivered 1st-line IT support at Fujitsu using ServiceNow per ITIL best practices, and as an A1qa QA/Software Testing intern, I executed manual/functional testing and contributed to a 40% reduction in critical post-release issues.

Experience

Work history, roles, and key accomplishments

Current

Technical Support Associate

Current

Concentrix Poland

Jun 2024 - Present (1 year 10 months)

Delivered technical and application support for the Klaviyo email marketing platform, troubleshooting campaign execution, integrations, and automation workflows and driving a 15% increase in client engagement. Resolved customer issues via ticketing/CRM while improving operational efficiency by 20% and achieving 98% customer satisfaction.

Klaviyo Troubleshooting Incident Management Customer Support Integration Workflows SLA Management

IT Service Desk Agent

Fujitsu Poland

Aug 2022 - Feb 2024 (1 year 6 months)

Provided first-line IT support for Windows, Microsoft 365, Active Directory, VPN, and hardware issues, managing user accounts through password resets, unlocks, and access provisioning. Used ServiceNow following ITIL practices to log, categorize, resolve, escalate issues, and document solutions to reduce recurring incidents.

Windows Support Microsoft 365 Active Directory VPN MFA Support ServiceNow

Junior QA / Software Tester

A1qa Poland

Jun 2022 - Aug 2022 (2 months)

Performed manual and functional testing by executing test cases, identifying defects, and logging bugs, contributing to a 40% reduction in critical post-release issues. Designed test scenarios from business requirements and documented outcomes through Agile/Scrum collaboration, improving test efficiency by 35%.