About Yves Kalumba:
Dear Consultant,
I am writing with regard the job you advertised, to express my interest in “IT French/English Technical Support or Service Desk Analyst ” role as it closely matches my skills and experience and would like to be considered for this position.
Please, find my CV’s attached for your review and consideration.
In addition, I am flexible, efficient, literate and numerate in both English and French languages.
I am available for interview at a mutually convenient time, arrange for a meeting and discuss in more detail the job opportunity arisen and to start as soon as possible.
In the meantime, I thank you for your time, consideration and I look forward to hearing from your response.
Best Regards,
Yves Kalumba,
Experience
PROFESSIONAL EXPERIENCE
Mar.21 – Aug. 21: GROUP RENAULT - Remote WFH Watford/UK
IT Bilingual SERVICE DESK ANALYST
- Provided Technical support to (Internal & External) End-Users as required for wide range of technical and project implementations to RUK & Ireland customers operational infrastructure including Troubleshooting Hardware, Software, Desktops, Laptops, Printers, Data Network and MSP environment via Telephone, E-mail, Chats and remote access.
- Log all calls or Web forms within ServiceNow system.
- Active Directory; Windows Server; Office 365 Management
- Windows 10 including Remote user access, MS Office 2010\2013\2016 & Outlook/Exchange.
- Cisco – Networking protocols; VPN; Data Cable patching; IE Browser; Network printing configuration; AS400 & Terminal Emulation.
- Dealing with internal & external End-Users queries through to resolution or/and advise on technical problems related to our client’s Hardware/software & Networking solutions or by escalating the calls to advance resolvers’ teams.
- Provided Technical Support Day to day Group Renault Applications (RCI Direct Finance, LMT Admin Tool, E-Token or Subtool, AS400, Mainframe Application, EPC & GASS access).
Oct.19 – Sept.20: ECOBANK Plc. London-City/UK
IT BILINGUAL ONSITE DESKTOP SUPPORT ENGINEER
- Provided (French/English) onsite IT Support for ECOBANK in the City of London.
- Dealing with a myriad of issues from setting up new Users or hardware to diagnosing and solving complex IT issues.
- Troubleshoot and Support for Desktops, Servers, Workstations & HP Laptops computer running Windows 10, answering User’s queries via E-mail, Chats, remote access or either walk-up onsite support to resolve incidents and service requests in accordance with SLA.
- Log all incidents and ticket management to resolution.
- Managing AD, DC, DHCP, DNS, VPN including Office 365 setups and troubleshooting.
- Basic support for locally hosted Applications, Access Control App. (security key cards), office printer, MDM support & troubleshooting.
- Collaboration with EMEA Group IT & Network Team in support of the Network infrastructure.
- Support All other ad hoc requirements of the role which arise from time to time and visit client sites to resolve issues.
May.17 – April.19 SMITHS Group Company Watford/UK
IT BILINGUAL (1st/2nd Line) GLOBAL SERVICE DESK ANALYST
- Provided (French/English) technical Support to Smiths employees across EMEA, APAC and AMERICA, answering User’s queries via phone, E-mail, Chats, remote access or either walk-ups onsite support to resolve incidents and service requests in accordance with SLA.
- Log all calls or Web forms within Cherwell tracking system.
- Diagnosed; Identified and troubleshoot to resolve Computer Hardware (HP Laptops, Desktop), Software O/S Windows 7 & 10 and Networking including Software Application, MS Office 2010/13 & O365 Computer technical faults - Escalate complex issues to advance Resolver support team.
- Provided Onsite support – walk-ups to client facing computer technical issues: Desktop/Laptop Hardware break-fix; Printer and MFP Hardware break-fix; Re-imaging of Laptop; Install, Upgrading & configuring computer; Wireless & Network troubleshooting and General PC/Laptop maintenance.
- Active Directory (AD) and Azure (AAD) management.
- MS Office 365 Admin Centre – Microsoft Lync Server User’s account creation.
- MDM & BYOD: Mobile Devices support (Android and iOS: iPhone, iPad) Enrolment & ActiveSync
- Ticketing tool (Cherwell) system – Microsoft Business Products; MS Outlook/Exchange mails; Skype for Business; Web-based systems; Remote Access (Bomgar); PGP & BitLocker Disk encryption; Gemalto MobilePASS, Telnet; Pulse Secure (VPN); Trend Micro (Firewall); SCCM; Citrix receiver; VMware; SharePoint; Shared folders; Oracle Sales Clouds access etc…
Sept.15 – April.17 LONDON TEACHING AGENCIES London/UK SUPPLY TEACHER and Private MATHS and ICT.
General Teaching within various Schools/ Colleges across East London as Supply Teacher.
Feb.10–Jun.14 IBM London, UK
IT BILINGUAL TECHNICAL SUPPORT
- Provided French/English I.T technical support’s handling information inquiries or requests related IBM products, services & personnel via telephone, E-mail or Sametimes package, from IBM Users, personnel, government/ public sector or business partners in EMEA.
- Performed general maintenance tasks, troubleshoots LENOVO Laptop technical issues (hardware, software (Windows XP, Win7 & Applications) and Network connectivity) & repairs - Resolved or Escalated technical issues to higher level of support.
- Performed user account maintenance for various corporate directory systems, Password reset, User ID revoked using (AS400, Active Directory; Sunlife and Diners).
- Investigated system problems and provided solutions using “Lotus Notes” IBM product knowledge; this Included outstanding service response, repair time or other issues related to customer satisfaction. - Using IBM Service Management ticketing tools (Tivoli, ISM Maximo) and tools as Sametimes; Ayudame Remote access (VPN), VMware, Citrix, Active Directory etc…).
Jan.07 – July.09 SHOPPERS DRUG MART Toronto, ON, CA
IT BILINGUAL HELPDESK ANALYST
- Provided (French/English) IT Technical Service Desk to Corporate officers and Shoppers Drug Mart Stores End-users Nationwide Canadian Pharmaceutical/Retails Company to facilitate state of the art retail technology implementation and support via Phone, E-mail and Walk up.
- Provided technical troubleshooting with a focus on first call resolution with regard IT infrastructure; (IVR, MMS, Health Watch, Back-Office Reports, ePOS, Pin Pads (Ingenico), Scanners, iPad) Application Software for SDM products.
- Followed procedures as related to standard technical troubleshooting and resolved technical faults.
- Investigated unresolved cases as necessary as required through its completion or escalated incident related to advance technical support level.
- Perform user account maintenance for various corporate directory systems, Password reset, User ID revoked using SDMi.
- Ticketed and recorded information related, logged a call into an incident based on remedy (Internal Incident Management) to follow up the problem through to its completion. Using MS Windows XP, 7, UNIX.
- Researched technical solutions using knowledge database management, ISW and Discovery product documentations.
Sept.05 – Dec.06 BICHOP CHALLONER R.C. Collegiate School London/UK
ICT TECHNICIAN
- Assisted IT department in any projects they are involved by (Removed all physical computers and replaced by the new computers in the College).
- PC’s installed, set up/configured windows XP, troubleshoot computer systems and networking problems including Desktops, laptops for teachers & staff, printers, scanners and projectors within the College.
- Kept documentation of software installations updated.
- Maintained the software and Hardware inventories details.
- Provided general support and maintenance of all desktops, laptops and computer devices.
- Involved IT project management, maintained and developed internal database systems based on MS Access and SQL Server 2003 technology, Internet services, E-mail – Outlook, MS Exchange and peripheral devices.
Sept.04 – July.05 LONDON TEACHING AGENCIES London/UK SUPPLY TEACHER
General Teaching within various Schools/ Colleges across East London as Supply Teacher.
Nov.03 – June 04. Stoke-On-Trent College. Stoke-On-Trent/UK
MATHEMATICS & ICT STUDENT TEACHER
Teaching Mathematics & ICT for further, Adult and High Education in Stoke-on-TrentCollege.
Sept. 01– June 03 CLIENTLOGIC London/ UK
IT HELPDESK ANALYST. (French/English)
- Provided (French/English) telephone/E-mail Technical Support for Gateway PCs/Laptops (Hardware, Software Windows O/S and Application.
- Diagnosed and troubleshooting to correct technical faults or escalated Users queries to advanced support level.
- Researched technical solutions which in database management - Internet (Cyclone database) where applicable and produced documentations. Remedy, AS/400 packages.
Education
EDUCATION/TRAINING:
- SAP Netweaver BW/BI 7.0 and ECC6.0 RealTime Consultant - London/UK Aug.14–Sept.15
- Post-Graduate Certificate for Further & higher Education. - Manchester Metro University/UK Sep.03–Jun.04
- A+ CompTiA Core: Computer Hardware and Software (Dos/Windows). London/ UK Jan. - May 00
- MCPs (Microsoft Certificates Professional). London/ UK Jan. - May 00
- Cambridge Compass Certificate in Customer Care & Relation London/ UK Jan. – May 00
- NVQ level 3. I.T systems and maintenance. Windows NT 4.0 W/S & Server. CITE Associates City. – Jun. 98
- B.Sc. (Hons) degree in MATHEMATICS, STATISTICS & COMPUTING. (East London University)/UK1993 – 96
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