Emmanuel - Danny Chirishungu

• Resolved problems, improved operations and provided exceptional service.
• Provided professional services and support in a dynamic work environment.
• Assisted with day-to-day operations, working efficiently and productively with all team members.
• seeks solutions to the various applications and process problems faced by the Brussels transport department

• Support data providers (hospitals), also responsible for operational follow-up and changes, service, .. of provider server Supplier.
• . Responsible of operations services, change, follow-up of Server Supplier.
• . Actively cooperate and participate in meetings with server supplier on extended level
• - Manage servers at infrastructure level
• - Maintenance of CMDB
• - Vulnerability management
• - Assistance with migration scenarios from Architecture 1 to Architecture 2
• - Coordination Support concerns Covid_19 project
• - Actively participate in meetings with server supplier at extended level: (objectives changed with move to L1 Service Desk in Q4 2022)
• - Manage servers at infrastructure level
• - Maintenance CMDB
• - Vulnerability management
• - Help with migration scenarios from Arch1 to Arch2 (objectives changed with transition to L1 Service Desk
• - More objectives can be defined by (Coordination team lead) have defined their objectives.
• - Manage service desk tickets in Sn according to MSA goals
• - Actively pursue open tickets on assigned teams
• - Customer-oriented communication in Tickets Management
• - Support knowledge base setup in Sn ( Service-Now)
• - Support implementation of new Sn process in HD organization
• - Active communication with other HD teams regarding Management and knowledge base building
• - Support HD Service Desk improvement program
• Managing incidents run,
  Propose actions to improve process and help develop incident tracking tool (ServiceNow),
  Work closely with those responsible for ITSM processes: Problem Management, Change Management, Release Management,
  Good knowledge of ITIL and/or ITSM tool.

• Coordinated with other engineers to evaluate and improve software and hardware interfaces.
• Worked with software development and testing team members to design and develop robust solutions to meet client requirements for functionality, scalability, and performance.
• Reviewed project specifications and designed technology solutions that met or exceeded performance expectations.
• Delivered unit-tested systems within customer-prescribed timeframes.
• Collaborated with management, internal and development partners regarding software application design status and project progress.
• Analyzed proposed technical solutions based on customer requirements.
• Integrated third-party tools and components into applications.
• Worked with customers for needs analysis and to determine vendor costs
• Analyzed data to coordinate installation of new systems or modification of existing systems

• Maintained extensive knowledge of competitors' offerings and presence in assigned territories.
• Asked appropriate open-ended questions to discover customers' needs and requirements.
• Facilitated weekly status reports, project documentation and client billing.
• Coordinated meetings, calls and demos for person account management team & account director
• First contact person of customers
  Coordinate and implement website projects and keep track of status.
  Can adjust knowledge of functional specification of customers or account manager to ensure high level of quality and compliance
  Organization of project tasks and responsible for internal communication and coordination with development team.
  Basic level HTML/ CSS and Web knowledge.

• Provided Tier 1 IT support to non-technical internal users through desk side support services.
• Installed, modified, and repaired software and hardware to resolve technical issues.
• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
• Configured hardware, devices, and software to set up work stations for employees.
• Explained technical information in clear terms to non-technical individuals to promote better understanding.
• Configured hardware and granted system permissions to new employees.
• Explained technical information in clear terms to promote better understanding for non-technical users.

• Patched software and installed new versions to eliminate security problems and protect data.
• Suggested software and hardware modifications to reduce lag time and improve overall speed.
• Implemented technical solutions to solve customer issues and increase satisfaction.

Extra Function: As the only French speaking within the company, my assignment is responsibility to help customers in other departments (Invoicing, Debtor and Sales).

Tasks as a support employee:
Install and configure routers
Responsible for incoming 2nd line (technical questions)
Troubleshoot email servers (outgoing and incoming servers),
Solve internet problem
Installing and configuring software for customers
Installing and configuring printers
Active Directory and ITIL

Tasks as Contract Manager:
Responsible for entering contract into our system,
Renewal, conversion and cancellation of subscriptions