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Beatha Nyiraneza

@beathanyiraneza

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IT Service Management senior technician focused on SLA-driven support and data-driven reporting.

Rwanda

Message

What I'm looking for

I’m looking for a role where I can run SLA-focused ITSM support, lead escalations, and modernize service delivery—while using Power BI and R for reporting and visualization. I want a team that values documentation, accountability, and service continuity.

I’m an IT Service Management Senior Technician with 5 years of experience supporting business-critical services in IT operations. I manage ITSM operations end to end—resolving incidents and service requests in line with SLAs, acting as an escalation point for complex hardware, information system, and mobile support, and keeping service continuity strong.

In my current role, I monitor systems and applications to ensure optimal performance, provide end-user technical support, and support high-priority incidents to minimize downtime. I keep stakeholders and end users informed through clear communication, maintain accurate ticket documentation and an ITSM knowledge base, and ensure timely ticket reassignment to prevent backlog and stalled requests.

I also bring a strong analytics and modernization mindset: I work with R programming (data analysis and visualization), Power BI, and GIS tools, and I’ve contributed to modernizing the service desk. Alongside IT operations, I’ve delivered customer engagement through Zendesk-based ticketing, Jira workflows, roster and data management, and documentation for user guides and troubleshooting guides—so solutions are both reliable and easy for people to use.

Experience

Work history, roles, and key accomplishments

Current

IT Service Management Technician

Current

One Acre Fund

Jan 2021 - Present (5 years 6 months)

Managed ITSM operations by resolving incidents and service requests in line with SLAs, and acting as escalation point for complex hardware, software, and mobile support issues. Ensured compliance with IT policies and maintained accurate ticket documentation and a service desk knowledge base.

IT Service Management (ITSM)Incident Management SLA Management ITIL System Monitoring IT Compliance

Customer Engagement Operator

One Acre Fund

Jan 2019 - Dec 2020 (1 year 11 months)

Handled customer engagement activities by recording calls and client claim information in Zendesk and monitoring/escalating issues to resolver teams. Supported client mobilization and related surveys while maintaining organized documentation and reporting.

Customer Protection Survey Support Documentation And Reporting Jira Zendesk Call Handling Client Mobilization

Data Entry Clerk (Volunteer)

One Acre Fund

Nov 2018 - Dec 2018 (1 month)

Supported tablet configuration and data entry tasks in the ITO department, including roster data correction and documentation. Assisted with payment reports and data resolution by integrating roster data with MS Excel.

Data Entry Data Correction Documentation Data Integration ITO Support Data Management

Data Entry Clerk

RPF Huye Office

Mar 2018 - Apr 2018 (1 month)

Performed data recording and visualization for RPF members in the southern province. Supported data correction and reporting tasks to keep member records up to date.

Data Visualization Data Correction MS Excel Data Reporting Documentation

Business Administrative Assistant

Papeterie du Marche-Huye

Apr 2017 - Feb 2018 (10 months)

Managed and tracked shop activities, including receiving orders and maintaining periodic reports. Coordinated with clients in the southern region to support sales and customer service.

Client Relationship Management Reporting Sales Support Documentation Marketing Support

Instructor and Assistant Manager

TSS - WDA

Jan 2015 - Dec 2017 (2 years 11 months)

Provided training in introduction to web applications and Microsoft Office, and supported courses in web development, database, and Visual Basic. Prepared exams and supervised marking while assisting as an instructor and assistant manager.

Web Application Development Microsoft Office Training Visual Basic Web Development Instruction Exam Preparation

Education

Degrees, certifications, and relevant coursework

Rwanda College of Science and Technology

Bachelor's degree, Business Information Systems

2011 - 2014

Earned a bachelor's degree in Business Information Systems from the University of Rwanda College of Science and Technology (Nyagatare campus) from 2011 to 2014.