Gedeon Cyusa

Experience

• 

  StarTimes

  Jul 2019 - Nov 2019

  Laboratory Assistant

  Customer CareRepairing TV sets + Remote controlsRepairing Decoder Installing Satellite dish

• 

  University of Rwanda

  Oct 2019 - Jul 2020

  Student Vice Head of Department: Electronics & Telecommunication Engineering Department
• 

  STES GROUP

  Mar 2021 - Apr 2021

  Trainee
• 

  Zuri Team, Inc.

  Mar 2021 - Aug 2021

  Trainee
• 

  University of Rwanda

  Jun 2021 - Aug 2022

  Minister in Charge of Planning & Production
• 

  Andela

  Jul 2021 - Sept 2021

  Associate Cloud Engineering Trainee
• 

  Tek Experts

  Sept 2021 - now

  • Manage a team to ensure exceptional customer service across technical servicelines.• Support the personal development of a team through training and coaching. • Act as primary escalation point for team operational issues and customer deliverymanagement.• Provide accurate and timely communication to all stakeholders in a customer support issue.• Attend regular operational and business review meetings.• Monitor KPIs to ensure proper business delivery.• Review processes and workflows to diagnose areas of improvement and propose improvement plans where gaps are found.• Share updates and reports with management.• Own, monitor, coordinate and manage all escalated cases. Show less • Provide excellent assistance to customers all over the world through troubleshooting, debugging, and performance review. • Communicate with end users/system administrators/solution integrators via phone, email, and/or chat to identify, diagnose, and troubleshoot their needs, as well as set expectations and deliver guidance on resolving the issue they are facing within their security system • Apply technical knowledge relevant to the solution using technical documentation and guidance from team members, technical leads, and subject matter experts to research and identify appropriate remediation steps• Maintain documentation for all cases including queries, process steps, and resolutionsconsistent with customer commitments, prescribed protocols, and processes• Providing world class assistance to customers around the globe through virtual meetings and phone calls. Show less

  • Team Manager

    Sept 2023 - now

  • Software Support Engineer Level 2

    Aug 2022 - Sept 2023

  • Software Support Engineer

    Sept 2021 - Aug 2022