Gloire Tshibangu

• Helped customers to close their credit accounts from the NEO web portal or Neo App by giving instructions over the phone • Report and follow up complaints or fraudulent transactions to the department in charge • Provided advices and training on the benefits of the Neo World Elite MasterCard, NEO MasterCard, Neo Silver Card and cash reward points • Update notes in Zen desk

• Communicate electronically with POS users experiencing difficulties to determine and document problems experienced • Consult user guides, technical manuals and other documents to research and implement solutions • Reproduce, diagnose and resolve technical problems encountered by users • Provide advice and training to users in response to identified difficulties • Provide business systems, network and Internet support to users in response to identified difficulties • Collect, organize and maintain a problems and solutions log for use by other technical support analysts

•Troubleshoot and verify outage within the area causing modem to be offline •Help client to set up IMAP or POP emails •Configure new modem preferences and adding security access •Provided support for internet issues

• Provided over the phone assistance to clients to pay for parking using either debit or credit card • Escalated machine errors and client complaints to managers for resolution • Assisted customers to print tickets remotely using PUTTY • Updated the customers' records and notate interaction after every call

• Responsible for WAN, LAN, Wireless LAN, Internet and intranet network maintenance including routers and switches. • Maintained accurate and up to date infrastructure monitoring and provided continuous improvement feedback by identifying network optimizations opportunities • Identify customer’s needs and provide emergency 24 x 7 on-call support • Provide support for data center operations including racking; overseeing structured cabling, data center expansion and or migration. • Managing & troubleshooting of the network and Internet connectivity throughout the organization • Answer incoming calls from customers regarding general inquiries, technical support • Identify customer’s needs, clarify information and provide solutions right away​ • Ensured installations, maintenances and interventions