IMIsaac MUHAYIMANA
@isaacmuhayimana
Senior service desk technician with expertise in troubleshooting and support.
RwandaWhat I'm looking for
As a Senior Service Desk Technician with over three years of experience, I specialize in troubleshooting hardware and software issues while guiding users through effective resolutions. My role at One Acre Fund has allowed me to develop a strong proficiency in ticketing systems and service-level agreements (SLAs), ensuring that I consistently meet resolution targets while prioritizing client requirements.
Throughout my career, I have successfully managed technical inventories, provided on-site support, and collaborated closely with IT operations and software development teams. My commitment to documentation and knowledge sharing has led to the completion of ten significant pieces of documentation, enhancing team visibility and efficiency. I am passionate about leveraging my technical skills in Linux, cloud platforms, and networking to drive impactful solutions in the IT support landscape.
Experience
Work history, roles, and key accomplishments
Senior Service Desk Technician
One Acre Fund
Jan 2022 - Present (3 years 4 months)
Resolved technical issues with hardware, software, and peripherals at level 1 across multiple countries. Managed user accounts, including creation, revoking rights, and password resets for various systems. Collaborated with IT operations and software development teams to ensure escalated issues were handled within SLA days.
Call Centre Supervisor
One Acre Fund
Jan 2019 - Dec 2021 (2 years 11 months)
Responded to customer and reseller contact via phone, email, and electronic incident submission. Effectively interacted with customers to understand requests and assess severity levels. Provided timely updates to customers, coworkers, and management on the status of outstanding issues.
IT Customer Support Assistant
Universalinks Group
Jan 2017 - Dec 2019 (2 years 11 months)
Activated and purchased services through the Business Support System (BSS). Troubleshot and installed customer devices including 4G devices, switches, and routers. Performed site surveys for new customers to assess signal strength.
Education
Degrees, certifications, and relevant coursework
University of Rwanda
Bachelor’s degree of science, electronics and telecommunications engineering
2012 - 2015
From this degree, I gained the knowledge and skills to design, develop, test, and maintain electronic devices and telecommunications systems. It's a blend of electrical engineering, computer science, and computer networks.
Availability
Location
RwandaAuthorized to work in
Social media
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