MUKONKOLE Andy Andre
Kinshasa
Summary
Versatile Technical Support Representative excelling at providing clients with easy-to-understand guidance and actionable advice. Expertise positively impacts all customer interactions and engineering efforts for supported products. Strong commitment to delivering exceptional service, resolving technical issues promptly and efficiently, ensuring customer satisfaction, and fostering long-term relationships.
Overview
3
3
years of professional experience
Work History
CX Representative Technical Support
LIQUID INTELLIGENCE TECHNOLOGY
Kinshasa
02.2025 - Current
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Enhanced company reputation by providing exceptional customer service and support.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Exceeded performance targets through diligent work ethic and focus on results-driven tasks.
IT Support Engineer
Malcon Sarl
Kinshasa, DR Congo
01.2023 - 02.2025
- Managed inventory of computer equipment, standardizing hardware configurations for ease of maintenance and scalability.
- Installed, configured, tested and maintained operating systems, application software, and system management tools.
- Optimized system performance, conducting routine checks and addressing potential issues before escalation.
- Maintained detailed documentation of technical issues, resolutions, and knowledge base articles for future reference.
- Collaborated with cross-functional teams to ensure seamless integration of new systems and technologies.
Airport Operations Agent
Mango Airline
Kinshasa, DR Congo (Remote)
04.2024 - 07.2024
- Used [Software] to rebook itineraries, issue boarding passes, and calculate and collect appropriate fees.
- Stacked unclaimed items onto baggage carts and into storage racks and shelves.
- Provided announcements to passengers to explain baggage procedures.
- Created positive start to passenger trips by greeting passenger and providing seamless check-in and ticketing experience.
- Provided comprehensive training to new Airport Operations Agents, fostering a skilled workforce capable of handling diverse tasks effectively.
- Contributed to emergency preparedness initiatives by participating in drills and staying informed about best practices for crisis response scenarios.
- Assisted in the development of operational procedures for increased efficiency and compliance with regulations.
Education
Airport Operations and Management
Kenya Aeronautical College
Kenya Nairobi07-2024
Bachelor of Science - Computer Science
Shandong Jiaotong University
China Jinan11-2023
High school state diploma - history, arts and computer
St Lawrence Schools And Colleges Paris Palais
Uganda Kampala12-2018
Primary Certificate -
Complexe Scolaire Marie Correnson
DR Congo Beni09-2010
Skills
- Computer: Software; Word, Excel, Power Point, Packet Tracer
- IT asset management
- Wireless networking
- Application support
- LAN/WAN
- Web server management
SPOKEN LANGUAGES
English Very good
French Very good
Swahili Very good
Lingala Quite good
References
Helen, Instructor of Java language., 156742249@qq.com
Training
- December2020 Java, Data Structure, Computer Organisation.
- July2021 Data Application, C programming, Operating system, Computer network (CCNA I).
- December2021 DIP, CCNA II, Cyber Security, Software Testing Foundation.
- July2022
- December2022 IOT (Internet of Things), Big Data, Cloud Computing, Modern Robotics, Implementation of Network project. Python Application, AI Deep Learning, Cross-platform Mobile Application Development.
Disclaimer
I certify that the information’s above are completely correct Kinshasa17/11/2024 MUKONKOLE ANDY ANDRE
Accomplishments
Resolved an average of 20 to 30 technical support tickets per day, achieving 95% customer satisfaction rating through effective troubleshooting and clear communication.
Timeline
CX Representative Technical Support
LIQUID INTELLIGENCE TECHNOLOGY
02.2025 - Current
Airport Operations Agent
Mango Airline
04.2024 - 07.2024
IT Support Engineer
Malcon Sarl
01.2023 - 02.2025
Airport Operations and Management
Kenya Aeronautical College
Bachelor of Science - Computer Science
Shandong Jiaotong University
High school state diploma - history, arts and computer
St Lawrence Schools And Colleges Paris Palais
Primary Certificate -
Complexe Scolaire Marie Correnson