Loick Masunda
Bilingual IT Support @Kyndryl
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WORK HISTORY
Bilingual IT Support @Kyndryl
Toronto, ON, CA
I had the privilege of serving as a Bilingual IT Support Specialist at Kyndryl, contributing my expertise in providing technical assistance through various channels, including phone, email, and chat. My responsibilities encompassed the efficient management of incidents and service requests, utilizing the ServiceNow ticketing tool for seamless tracking and resolution.A key aspect of my role involved troubleshooting technical issues, leveraging knowledge articles when necessary to ensure swift and accurate solutions. I took pride in resolving incidents promptly or escalating them to the appropriate level for further attention.Furthermore, I took charge of maintaining and configuring our Salesforce instance, demonstrating proficiency in user management, security settings, as well as profiles, roles, and permissions within Sales, Service, and Experience Cloud.My notable outcomes for this role include: Managed and resolved diverse client technical issues via the ServiceNow ticketing tool, showcasing expertise in troubleshooting and incident management. Administered and maintained Salesforce in Sales, Service, and Experience Cloud, optimizing user management and security settings for seamless operation.
ABOUT LOICK MASUNDA
I\'m a passionate Salesforce Administrator dedicated to driving operational excellence through optimized system performance. I excel in collaborating with cross-functional teams to analyze business requirements and translate them into effective solutions. My expertise lies in user training and support, fostering increased user adoption and maximizing system utilization. I possess a demonstrated ability to troubleshoot and resolve complex issues, ensuring the seamless operation of Salesforce environments.Committed to staying ahead of the curve, I actively keep up with emerging Salesforce features and best practices to enhance system functionality continuously. With a successful track record in delivering high-quality results within fast-paced and dynamic business environments, I bring strong analytical and problem-solving skills to the table.I am committed to the continuous improvement of Salesforce administration, contributing to the overall success of the organization.Should you have any questions regarding my career, please feel free to connect @ L••••••••@gmail.com Technical Skills: Microsoft Office Suite (Word, Excel, PowerPoint)
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