Grace Ndabananiye
Leicester,United Kingdom
Summary
Professional with extensive experience in AI and automation technical support engineering, focusing on digital self-service strategies. Specialises in chatbot design, workflow automation, and Intercom configuration using platforms like Chat GPT, Claude, and Gemini. Demonstrated success in root cause analysis, system integration, and incident resolution, consistently meeting service-level agreements. Dedicated to enhancing AI-driven solutions and optimising digital customer experiences through effective stakeholder communication and data analysis.
Overview
1
1
Certification
4
4
years of post-secondary education
8
8
years of professional experience
Work history
Digital Support Engineer
The Access Group
Loughborough
2025.11 - 2026.05
- Assisted in leading AI and automation initiatives across multiple product areas using Intercom Fin AI and the Access Digital Assistant.
- Supported the design, testing, and optimisation of chatbot workflows, automated support journeys, and AI response systems.
- Helped analyse support trends and platform performance data to identify automation gaps.
Digital Support Engineer (Hybrid Role)
The Access Group
Loughborough, Leicestershire
2024.06 - 2025.11
- Assisted in establishing and scaling a digital support engineering function while managing technical support tasks.
- Developed and maintained intercom digital assistant workflows and self-service infrastructure from inception.
- Created automated workflows that streamlined repetitive support processes and enhanced customer resolution pathways.
- Performed complex troubleshooting and root cause analysis on integrated systems and web-based platforms.
- Generated technical documentation that linked engineering and operational teams.
Technical Support Engineer (Apprenticeship)
The Access Group
Loughborough, Leicestershire
2022.10 - 2024.06
- Provided technical assistance to teams across product divisions while obtaining Level 3 Digital Support Technician qualification.
- Resolved software integration issues, runtime faults, and customer platform incidents to enhance user experience.
- Supported enterprise-scale rollout projects, including integrated telephony systems, across various business units.
- Cultivated strong technical diagnostic and customer support skills within a fast-paced SaaS environment.
Claims Customer Service Representative
Hastings Direct
Leicester, Leicestershire
2019.01 - 2019.09
- Assisted customers by responding to high-volume claims enquiries with accuracy and professionalism.
- Utilised internal systems to resolve customer cases in a timely manner.
- Supported teams by effectively managing customer interactions.
Advocacy Law Programme Worker
Coventry Law Centre
Coventry, Coventry
2017.12 - 2018.04
- Assisted in preparing and presenting ESA and PIP benefit appeal cases before DWP tribunals.
- Conducted legal research and supported evidence analysis and case documentation structuring.
- Developed foundational analytical reasoning and written communication skills through evidence synthesis.
Education
Bachelor of Laws (LLB) -
Coventry University
2015.01 - 2018.09
Skills
AI and automation
Intercom configuration
AI agent optimisation
Prompt engineering
Workflow automation
Chatbot design and testing
Digital self-service strategy
Technical support engineering
Root cause analysis
System integration troubleshooting
Technical documentation
Knowledge base management
Cross-divisional diagnostics
Incident resolution
Platforms and tools management
Access digital assistant integration
CMS platforms expertise
ChatGPT proficiency
Claude familiarity
Gemini knowledge
Analytical problem solving
Stakeholder communication skills
Data interpretation techniques
Process improvement strategies
Legal research and documentation
Microsoft office suite proficiency
Efficient escalation handling
Communication excellence
Data privacy adherence
Technical aptitude
Decision-Making prowess
Time efficiency management
Helpdesk experience
Issue prioritisation
Ticketing system navigation
Service-Level agreements compliance
Proactive troubleshooting
Familiarity with operating systems
IT service management
Issue resolution
System administration
Incident Management
Computer system troubleshooting
Change management
Remote troubleshooting
Issue diagnosis and resolution
Issue escalation
Ticket lifecycle management
Empathetic listener
Certifications
Problem ticketing
Interdepartmental communication
Sharepoint
Salesforce
Case Management
Microsoft Azure
Jira
End-user training
Certification
- Digital Support Technician (DST) Level 3 – Institute for Apprenticeships (2024)
- IT Solutions Bootcamp – D2N2 Digital / Althaus (2022)
- Customer Service: Serving Customers Through Chat & Text – LinkedIn Learning (2024)
- Delivering a World-Class Customer Support Experience – Intercom
- Getting Started with Knowledge Hub – Intercom
- 120-hour TEFL course - TEFL.org
- Advanced Westlaw UK Certification
- Advanced Lexis Library Online Research Certification
Languages
English (Native)
Beginner
French (Limited Working Proficiency)
Elementary
Affiliations
- Video editing
- Travel
- Wellness
- Music
- New technology
References
References available upon request.
Timeline
Digital Support Engineer
The Access Group
2025.11 - 2026.05
Digital Support Engineer (Hybrid Role)
The Access Group
2024.06 - 2025.11
Technical Support Engineer (Apprenticeship)
The Access Group
2022.10 - 2024.06
Claims Customer Service Representative
Hastings Direct
2019.01 - 2019.09
Advocacy Law Programme Worker
Coventry Law Centre
2017.12 - 2018.04
Bachelor of Laws (LLB) -
Coventry University
2015.01 - 2018.09