Mugabe Arnaud
Bilingual Service Desk @Kyndryl
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WORK HISTORY
Bilingual Service Desk @Kyndryl
Ottawa, ON, CA
Provide technical support to users in both French and English resolving hardware, software, and networking issues via phone, email, and remote tools.*Act as a first point of contact for IT-related queries, ensuring timely resolution or appropriate escalation.*Diagnose and troubleshot Windows, MacOS, mobile devices, and enterprise applications (e.g, MS Office, VPN, email systems).*Maintain detailed documentation of support requests and resolutions using ticketing systems using ServiceNow, Jira, ……*Deliver bilingual support for end-users in a multinational environment, ensuring clarity and understanding across language barriers.*Install, configure and updated software and hardware, including printers, peripherals, and security tools.*Assist in onboarding and offboarding of users, including account setup, permissions, and access controls.*Ensure compliance with company IT policies and support cybersecurity awareness among employees.*Escalated complex issues to Level 2 or 3 support teams while maintaining communication with end-users in their preferred language.*Participate in user training sessions and created bilingual user guides and FAQs to promote self-service.
EDUCATION
University of Rwanda
Bachelor's degree
ABOUT MUGABE ARNAUD
Detail-oriented and bilingual IT Support Desk with hands-on experience supporting enterprise applications in aviation and humanitarian organization.Proven expertise in troubleshooting, access management, client communications, and system optimization.Adept at delivering user training, supporting process improvements, and enhancing the user experience through collaborative, innovative problem-solving. Strong interpersonal and analytical skills with a commitment to service excellence in a bilingual (French/English) environment.Operations Coordination, Customer services and communication skills with co-workers, partners and Stakeholders developed over 13 years.
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