Open to opportunities

schilo muamba

@schilomuamba

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Highly skilled support technician with a focus on customer satisfaction.

United States

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What I'm looking for

I am looking for a role that values customer satisfaction and offers opportunities for professional growth.

I am a highly skilled support technician with extensive experience in resolving diverse technical issues involving computer systems, mobile devices, and peripheral equipment. My expertise lies in implementing security best practices and optimizing usability to enhance the overall user experience. I am known for my ability to operate independently, diagnosing and resolving complex technical problems efficiently while maintaining a strong focus on customer satisfaction and system reliability.

Throughout my career, I have held various roles, including Tier 1 Technical Support Representative and Field Technician, where I honed my skills in troubleshooting, installation, and customer service. I have a proven track record of creating support documentation that empowers users and enhances their ability to leverage system features. My experience includes working with a variety of operating systems and technologies, allowing me to adapt quickly to new challenges and environments.

In my most recent role as a Manager at Hertz, I supported the achievement of sales and margin goals while ensuring a positive customer experience. I am passionate about continuous improvement and have successfully implemented strategies that enhance operational efficiency and customer satisfaction. I am eager to bring my skills and experience to a new opportunity where I can contribute to a dynamic team.

Experience

Work history, roles, and key accomplishments

IT Supports Specialists and Infrastructure

Spurwink

Jan 2022 - Present (3 years 6 months)

Maintained over 250 Windows computers and peripherals, including configuration and monitoring. Spearheaded hardware and software upgrade rollouts, improving efficiency.

Windows software upgrades Troubleshooting Desktop Support Data Migration Vendor Management

Manager

Hertz

Jan 2022 - Present (3 years 6 months)

Supported the achievement of location sales and margin goals, ensuring a positive customer experience. Responsible for daily operations, fleet availability, and revenue generation.

Sales Customer Experience Fleet Management Revenue Leadership Communication Problem Solving

Field Technician

Apex Systemat ADT

Jan 2021 - Present (4 years 6 months)

Installed and serviced hardwired and wireless alarm systems, fire alarms, CCTV, and card access systems. Provided training on system operation to customers.

Troubleshooting Installation Customer Training Technical Support Diagnostics

Customer Service Representative

Citra Health

Jan 2019 - Present (6 years 6 months)

Maintained high customer satisfaction by addressing needs and resolving concerns efficiently. Processed eligibility, benefits verification, and authorization requests.

Customer Service Communication Benefit Verification Authorization

Trainer

Panera Bread

Jan 2019 - Present (6 years 6 months)

Conducted orientation sessions and organized on-the-job training for new hires. Developed new processes and systems to increase customer service satisfaction.

Training Mentoring Customer Service Communication Time Management Product Knowledge

Manager

Taco Bell

Jan 2016 - Present (9 years 6 months)

Managed employee schedules, approved time off requests, and ensured adequate shift coverage. Coached and trained employees, boosting efficiency and enhancing operations.

Training Coaching Scheduling Inventory Management Customer Service Conflict Resolution Sales

Tier 1 Technical Support Representative

Ditelkin

Jan 2015 - Present (10 years 6 months)

Responded to support requests from end users, patiently guiding them through basic troubleshooting. Created comprehensive support documentation to empower users and reduce intervention from the support team.

Troubleshooting Acronis DNS

Education

Degrees, certifications, and relevant coursework

Portland High School

GED, General Education

Completed general education development requirements. Acquired foundational knowledge across various subjects.

Cisco Networking Academy

Certification, Networking and Programming

Completed the Cisco Networking Academy program, gaining expertise in network fundamentals and protocols. Obtained the PCEP - Certified Entry-Level Python Programmer certification, demonstrating proficiency in Python programming.