Nkusi Thibaut
@nkusithibaut
Dedicated IT support engineer with strong problem-solving skills.
RwandaWhat I'm looking for
I am currently an L1 Technical Support Engineer at CCI Rwanda, where I troubleshoot network, desktop systems, servers, and firewalls to ensure operational efficiency. My role involves maintaining system security and ensuring that all departments remain fully functional and online. I take pride in providing technical support to internal staff, resolving over 90% of incidents within SLA timelines. My familiarity with various Microsoft products and environments enhances my ability to deliver effective solutions.
Previously, I worked as a Tier 1/Tier 2 Customer Support Agent at CCI Rwanda, where I provided technical support to customers and external employees, troubleshooting mobile app issues and ensuring seamless service delivery. My experience as a Tech Support/Customer Experience Agent at PremierBet Rwanda allowed me to assist with internal IT issues and external customer inquiries, significantly enhancing customer satisfaction by resolving complaints and technical challenges efficiently.
Experience
Work history, roles, and key accomplishments
L1 Technical Support Engineer
CCI Rwanda
Aug 2023 - Present (1 year 9 months)
Troubleshoot network, desktop systems, servers, and firewalls to ensure operational efficiency. Maintain system security and ensure all departments remain fully functional and online. Provide technical support to internal staff, resolving over 90% of incidents within SLA timelines.
Tier 1/Tier 2 Customer Support Agent
CCI Rwanda
Oct 2023 - Jan 2024 (3 months)
Provided technical support to customers and external employees, troubleshooting mobile app issues. Ensured seamless service delivery, addressing inquiries, and resolving technical problems promptly.
Tech Support/Customer Experience Agent
PremierBet Rwanda
Jan 2022 - Jan 2024 (2 years)
Assisted with internal IT issues and external customer inquiries to ensure smooth operations. Enhanced customer satisfaction by resolving complaints and technical challenges efficiently.
Education
Degrees, certifications, and relevant coursework
Mount Kigali University
Bachelor in Business and Information and Communication Technology, Business and Information Technology
2024 -
I am currently undergoing with my bachelor degree in business IT with the goal of graduating this year.
Davis College
Advanced Diploma in Information Systems, Information Systems
2021 - 2023
I have graduated from Davis College with an Advanced Diploma in Information Systems.
Ecole Technique st Kizito de Musha
High School Diploma, Computer Science
2015 - 2017
Completed high school with a focus on Computer Science.
Tech stack
Software and tools used professionally
Availability
Location
RwandaAuthorized to work in
Job categories
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