AWASUM KELLY DIEN LUM
Vilnius,Lithuania
Summary
Dedicated IT professional with expertise in network configuration, troubleshooting, and IT support. Proficient in Microsoft Office Suite and SQL database management, with a strong focus on computer hardware and software maintenance. Demonstrates exceptional problem-solving skills, effective communication, and attention to detail. Committed to enhancing customer relationships and fostering team collaboration. Aspires to leverage technical skills in a dynamic environment to drive organisational success.
Overview
3
3
years of professional experience
Work History
Technical Support Specialist
ASTICH GROUP
Douala
01.2023 - 08.2024
- Assisted customers with onboarding of company products and services, guiding them through installations and updates
- Provided troubleshooting support for technical issues via phone, email, and chat
- Created reports on technical problems and analyzed data to improve products and services
- Worked as part of a team to address customer concerns efficiently
IT Support Technician
TechSolutions Cameroon
Yaoundé
09.2022 - 12.2023
- Diagnosed and resolved hardware, software, and network-related issues for clients
- Assisted in installing and configuring computer systems and applications
- Provided remote and onsite IT support for businesses and individuals
- Maintained documentation of system performance and troubleshooting procedures
- Trained non-technical staff members, simplified their interaction with tech tools and devices.
- Transformed company's digital security measures by reinforcing firewalls and antivirus software.
- Monitored computer networks, ensured continuous uptime.
- Managed office IT inventory for efficient resource allocation.
Customer Support Representative
NetCom Solutions
Douala
11.2021 - 08.2022
- Delivered high-quality customer service by resolving inquiries and complaints efficiently
- Assisted customers in setting up and troubleshooting internet services
- Escalated complex issues to the appropriate technical teams
- Managed customer accounts and provided product recommendations based on needs
- Utilised CRM software efficiently for tracking interactions and managing data.
- Handled difficult situations calmly, preserving company reputation.
- Collaborated with different teams for smooth operations.
Network Engineer Intern
CITEC-HITM
Douala
06.2021 - 08.2021
- Assisted in planning and implementing network operations, maintenance, and upgrades
- Installed and configured network infrastructure for clients
- Conducted network troubleshooting and provided basic IT support
- Worked closely with senior engineers to enhance network security protocols
- Tailored solutions specific to client needs, resulting in improved customer satisfaction rates.
- Installed hardware components, ensuring optimal operation of the network infrastructure.
Education
Bachelor of Science - Business Management
Kazimieras Simonavicius University
Vilnius, Lithuania 10.2024 -
Bachelor of Technology - Computer Networks and Systems Maintenance
CITEC-HITM
Yaounde, Cameroon 10.2021 - 12.2022
Higher National Diploma - Computer Science and Networking
ISPA Institut Supérieur Polytechnique les Armandin
Yaounde, Cameroon 10.2019 - 09.2021
Skills
- Network Configuration & Troubleshooting
- IT Support & Technical Assistance
- Microsoft Office Suite (Excel, Word, PowerPoint)
- SQL & Database Management
- Computer Hardware & Software Maintenance
- Problem-Solving & Analytical Thinking
- Effective Communication
- Customer Relationship Management
- Team Collaboration
- Attention to Detail
Languages
English
Native
French
Fluent
Personal Information
Hobbies: Photography, Gaming, Music, Technology & Innovation
Affiliations
- Photography
- Gaming
- Technology and Innovation
- Music
Timeline
Bachelor of Science - Business Management
Kazimieras Simonavicius University
10.2024 -
Technical Support Specialist
ASTICH GROUP
01.2023 - 08.2024
IT Support Technician
TechSolutions Cameroon
09.2022 - 12.2023
Customer Support Representative
NetCom Solutions
11.2021 - 08.2022
Bachelor of Technology - Computer Networks and Systems Maintenance
CITEC-HITM
10.2021 - 12.2022
Network Engineer Intern
CITEC-HITM
06.2021 - 08.2021
Higher National Diploma - Computer Science and Networking
ISPA Institut Supérieur Polytechnique les Armandin
10.2019 - 09.2021
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