Aime Merlin Ishema

I am an IT analyst and customer support professional with hands-on experience triaging network incidents, managing service requests, and contributing as an SME on ITSM onboarding projects. I combine strong analytical thinking with a practical approach to troubleshooting and root-cause analysis.

In previous roles I provided multi-channel technical support, created incident templates and SOP-driven processes, and performed escalations for urgent requests while mentoring peers to improve team performance. I have also contributed to software initiatives, developing an Android app and writing and executing test cases to ensure feature quality.

I am motivated by new challenges, continuous improvement, and delivering clear customer communications; I bring adaptability, a strong work ethic, and experience with IT service management tools and support workflows.