@moiseswilfridobayiha
Level 2 IT Support Agent at Kyndryl / IBM who resolved enterprise hardware, software, and network incidents.
CanadaAt Kyndryl / IBM, I provided Level 2 support for enterprise hardware, software, network, and operating system incidents. I used ServiceNow and Jira to track and escalate requests, document incidents, and support troubleshooting through remote tools.
At TD Bank, I provided Level 1 support, diagnosed Windows and Linux issues, and prepared workstations and peripherals for users. I hold CompTIA A+, CompTIA Network+, and Google IT Support certifications, and I’m fluent in English and French.
Work history, roles, and key accomplishments
Kyndryl / IBM
Jun 2024 - Feb 2025 (8 months)
Provided Level 2 technical support for hardware, software, network, and system incidents in an enterprise environment. Used ServiceNow and Jira for ticketing and incident documentation.
Assisted clients with online banking, account access, security, and technical issues. Troubleshot digital banking platform problems and provided clear technical explanations.
Provided Level 1 technical support for hardware, software, workstation, and connectivity issues. Diagnosed Windows and Linux problems and performed hardware diagnostics.
Handled inbound client requests involving account services and technical or account-related issues. Investigated problems, provided solutions, and escalated complex cases when necessary.
Rap Jeunesse / Jeux de la Rue
Jun 2022 - Aug 2022 (2 months)
Coordinated weekly community programs and youth events with more than 100 participants. Led workshops focused on communication, teamwork, and personal development.
Gexel Telecom
Sep 2020 - Dec 2021 (1 year 3 months)
Assisted customers with telecommunications hardware, software, connectivity, and service issues. Diagnosed technical problems and guided customers through troubleshooting procedures in a high-volume call-center environment.
Degrees, certifications, and relevant coursework
CompTIA A+, Information Technology
Earned the CompTIA A+ certification, validating foundational IT support skills.
CompTIA Network+, Networking
Earned the CompTIA Network+ certification, validating networking and troubleshooting skills.
Google IT Support Professional Certificate, Information Technology
Completed the Google IT Support Professional Certificate, covering IT support fundamentals.
CPR/RCR, First Aid
Certified in CPR/RCR, demonstrating emergency response skills.
Software and tools used professionally
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