ALBERT EDIDIONG
Flic en Flac,BL
Summary
I am a dedicated customer service professional with knowledge of service delivery and proven multitasking abilities, committed to maintaining professional relationships to increase profitability and drive business results. I am passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
5
5
years of professional experience
Work History
Network Support Engineer (Volunteer)
Non-Profit Organization
02.2020 - Current
- Configuring, installing and managing routers, servers and switches on the network
- Remotely managing Danger Management Systems for alarms and routinely check data usage to determine necessary upgrades or downgrades on supplied bandwidths
- Ad hoc client support to ensure usability satisfaction
- Managing daily and monthly team tasks and projects respectively working with Agile and Scrum methods using Redmine
- Server and network support to system users of the organization's intranet and external network
- Maintaining current knowledge and understanding of security and networking best practices to offer the best solutions and protection to company systems
- Motivation to pursue a certification as a milestone for my career.
Data Analyst /Senior Customer Support Analyst
The Funded Trader
02.2023 - 03.2024
- Enhanced business efficiency by identifying trends and patterns in complex datasets.
- Streamlined data processing for faster results by implementing advanced analytics tools.
- Improved decision-making processes with accurate data analysis and visualization techniques.
- Provided customer support to traders helping them navigate through products and services offered by the company.
- Ad-hoc support to cross-functional teams to facilitate company objectives.
QA Analyst
ClinFocus LLC
09.2020 - 05.2023
- Collaboration with teams on application solutions as per client requirements and standard quality specifications
- Additional responsibilities include: Using SAS, SQL and C# programming languages in implementing custom functionalities for electronic data capture (EDC) systems in clinical trials and study
- User Access Testing (UAT), and edit checks testing for developed EDCs like Medidata Rave, HD, Adagio, etc
- Offering support to data management teams in query listings, manual data and protocol review and edit check reviews for database lock
- Edit check programming and testing on EDC interfaces
- Developing business objects using Rave EDC environment
- Clinical study build on Medidata Rave EDC environment (case report forms, matrices, custom functions, derivations and data dictionaries)
- Use of SAS for data review and checks.
- Improved software quality by executing thorough test plans and identifying defects before release.
- Enhanced product performance by conducting comprehensive regression testing on new updates.
IT Support Technician
KooSeenLin Limited
05.2019 - 04.2020
- Conducting benchmark assessments of hardware and software components for efficiency improvement with the aim of increasing system speed and performance
- Implementation of a customer service and response project with 25% improved success rate relating to technical support processes
- Leading the planning and management of the company's online marketing and awareness strategy using social media networks and the company's website
- Configuration and installation of systems and software to assist with business-as-usual processes.
Education
Master of Science - Business Information Systems Management
MIDDLESEX UNIVERSITY
Mauritius02.2021
Bachelor of Science - IT & Business Information Systems
MIDDLESEX UNIVERSITY
Mauritius01.2018
Skills
- Customer Support
- Attention to details
- Analytical skills
- Team Work
- Pro-activeness
- Time management
- MySQL
- SDLC
- JavaScript
- Linux
- Java
- Performance Tuning
- Ticket management
Languages
English
French
References
References available on request
Timeline
Data Analyst /Senior Customer Support Analyst
The Funded Trader
02.2023 - 03.2024
QA Analyst
ClinFocus LLC
09.2020 - 05.2023
Network Support Engineer (Volunteer)
Non-Profit Organization
02.2020 - Current
IT Support Technician
KooSeenLin Limited
05.2019 - 04.2020
Master of Science - Business Information Systems Management
MIDDLESEX UNIVERSITY
Bachelor of Science - IT & Business Information Systems
MIDDLESEX UNIVERSITY
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