Open to opportunities

Mugisha Fiacle

@mugishafiacle

Message

I resolve high-volume IT support issues across phone, email, chat, and remote channels.

United States

Message

What I'm looking for

I'm looking for a customer-focused IT support role where I can resolve user issues across phone, email, chat, and remote channels, document work accurately, meet service-level goals, and contribute to stronger support processes and self-service resources.

I've supported users at DXC Technology, Manulife Global, and Amazon, resolving technical, account, and access issues across phone, email, chat, and remote channels.

At DXC Technology, I handled approximately 48 support requests per week while maintaining 97% first-contact resolution, 98% SLA performance, and customer satisfaction scores up to 4.9/5. I also created 25+ knowledge-base articles and SOPs to improve troubleshooting consistency and self-service.

At Manulife Global, I managed 160+ monthly incidents and service requests in Jira Service Management and trained 10 colleagues on troubleshooting workflows, ticket documentation, and customer communication.

I'm focused on high-touch support, accurate documentation, de-escalation, and owning issues through resolution. I bring hands-on experience with ServiceNow, Jira Service Management, Zendesk, Freshservice, Microsoft 365, and basic technical troubleshooting.

Experience

Work history, roles, and key accomplishments

IT Support Specialist / Tier 1 Help Desk

DXC Technology

Jan 2024 - Jul 2026 (2 years 6 months)

Handled approximately 48 support requests per week across phone, email, chat, and walk-up channels, maintaining 97% first-contact resolution, 98% SLA performance, and customer satisfaction scores up to 4.9/5. Provided high-touch support and created 25+ knowledge-base articles and SOPs.