Rodier Sangibala

RODIER EYAS SANGIBALA SYSTEM & DATA ANALYST DETAILS Roztoki 16/11 Warsaw, 02-828 Poland --Date / Place of birth 04/07/1995 Kikwit Nationality Congolese(Dem Rep) LINKS Linkedin Facebook SKILLS Ability to Work in a Team Communication Skills Customer Service Microsoft Office Python Data Analysis SQL QuickSight Ticketing Genetic Algorithms Graphic Design C C++ Database Management C# Matlab Corporate Directory HOBBIES WARSAW, 02-828, POLAND - PROFILE A native French speaker and fluent in English, graduate of software engineering and programming, secured a master degree in computational intelligence and data mining. Offering experience in customer communication and satisfaction, Data Analysis and warehouse, capable of great flexibility in information technology roles as previously worked as Help desk Analyst and database administrator and pursuing as Desktop Analyst to grow my experience. EMPLOYMENT HISTORY Desktop Analyst at Capgemini, Warsaw July 2021 — Present • Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet • Provide helpdesk support and resolve problems to the end user’s satisfaction • Monitor and respond quickly and effectively to requests received through the IT helpdesk • Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority • Gather customer’s information and determine the issue by evaluating and analyzing the symptoms • Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients etc. • Knowledge of commonly-used concepts, practices, and procedures for end user technical support • Identify and escalate priority issues per Client specifications • Perform advanced troubleshooting and Redirect problems to appropriate resource • Registering an incident and / or Service Request reported via email /phone in the ITSM Tool • Responsible for the calls and emails • Tracks the progress of owned Service Call during entire lifecycle (from start to end, register to close) to ensure that it is resolved within the agreed Service Level Agreement (SLA) and updates Service Call records if necessary Helpdesk Analyst at Jones Lang LaSalle(JLL), Warsaw May 2021 — June 2021 Helpdesk KPI Reporting and alignment across EMEA • Develop and maintain a data collection system and strategies that optimize statistical efficiency and quality • Collect data from various sources (SQL server, Oracle, Data Warehouse, etc.) • Identify gaps in processes and solve these issues with root cause analysis • Develop websites using HTML, Java, etc. • Providing analytical support to improve quality results • Manage and support team of project coordinators / program support and evaluate their performance • Actively seek solutions through logical reasoning and data interpretation skills and identifies trends to appropriate channel including improvement suggestions • Continually improve, simplify and innovate the current workflows and processes Reading Books Watching TV series Graphic design LANGUAGES Francais English • Take ownership of projects to support the continuous process improvement & implement customer driven initiatives and guidelines that improve end user experience • Contribute to improving customer support by actively responding to queries and handling complaints • Establish best practice through processes and procedures • Maintaining and monitoring project plans, project schedules, timelines, goals, budgets and expenditures • Organizing, attending and participating in stakeholder meetings, as required • Liaise with customers and stakeholders for special requirements, as required • Assess project risks and issues and provide solutions where applicable • Ensuring projects adhere to frameworks and all documentation is maintained appropriately for each project • Coordinate with the Helpdesk Customer Experience Manager in ensuring customer service is timely, accurate and efficient • All other tasks / duties as required Desktop Analyst at Capgemini, Katowice September 2020 — April 2021 • Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet • Provide helpdesk support and resolve problems to the end user’s satisfaction • Monitor and respond quickly and effectively to requests received through the IT helpdesk • Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority • Gather customer’s information and determine the issue by evaluating and analyzing the symptoms • Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients etc. • Knowledge of commonly-used concepts, practices, and procedures for end user technical support • Identify and escalate priority issues per Client specifications • Perform advanced troubleshooting and Redirect problems to appropriate resource • Registering an incident and / or Service Request reported via email /phone in the ITSM Tool • Responsible for the calls and emails • Tracks the progress of owned Service Call during entire lifecycle (from start to end, register to close) to ensure that it is resolved within the agreed Service Level Agreement (SLA) and updates Service Call records if necessary System Analyst Consultant at Centre Hospitalier Bon Berger (CHBB), Kinshasa April 2018 — January 2019 - Provide clients with professional advice on improving performance/ solving business problems. - Examine the information gathered and develop a set of recommendations to meet the requirements of the brief. - analyzing datasets and information, - interviewing management and stakeholders. - Conducting studies and surveys, Database Assistant Administrator at ACOBEPE, Kinshasa October 2017 — March 2018 As assistant administrator, watching and executing database tasks was the main assignment. and perform basic task on database: Maintenance Daily Actualization Queries EDUCATION Msc in Computational Intelligence & Data Mining, Częstochowa University of Technology, Czestochowa October 2019 — May 2021 Artificial intelligence working on Maple to solve algorithms, math modeling and probability and static. Fuzzy system and evolutionary algorithms with sci-lab. Deep Learning plays a big part in my studies Learned logistic logic and distribution systems Database and warehouses Data analyses and Visualization Bachelor of Computer Application, Sharda University, Greater Noida August 2014 — June 2017 Software engineering Programming: java, C#, C,C++ and Matlab distributed system Learned basics of networking and Mobile system analyses project management and database. Long-Cycle High School Diploma, College saint Esprit , Kinshasa September 2001 — July 2013 mainly focused on Mathematics and physics and seconded by Chemistry. language classes as French, English and seconded by business courses as well as political economy. COURSES Introduction to project management , edx online November 2018 — December 2018 Basic English 1: Elementary, King's College UK FuturLearn Online August 2018 — September 2018 General English, Pearson English August 2014 — June 2015 INTERNSHIPS Academic Internship at Vodacom DRC, Kinshasa June 2016 — August 2016 Initiation to Database management, Asset Allocation. REFERENCES References available upon request Data Policy Agreement I agree to the processing of personal data provided in this document for realizing the recruitment process pursuant to the Personal Data Protection Act of 10 May 2018 (Journal of Laws 2018, item 1000) and in agreement with Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (General Data Protection Regulation)