About
Highly analytical and results-driven IT professional with expertise in global technical support, data protection, and system administration. Proven ability to diagnose and resolve complex technical issues, optimize system performance, and deliver proactive support to ensure seamless IT operations. Adept at leveraging strong problem-solving and collaboration skills to enhance business continuity and achieve high SLA adherence in dynamic environments.
Work
OpenText IM&G
|Data Protector (Global Technical Support Engineer)
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Summary
Provided expert-level technical support for OpenText Data Protector, ensuring business continuity for global customers through advanced troubleshooting and system optimization.
Highlights
Provided expert-level technical support for OpenText Data Protector, assisting global customers in troubleshooting backup, restore, and disaster recovery issues, ensuring minimal downtime.
Diagnosed and resolved complex technical problems related to session failures, media agents, and IPC protocol errors across Windows and Linux environments, improving system stability.
Performed detailed log analysis and system debugging to identify root causes and implement corrective actions, contributing to a reduction in recurring issues by 25% through proactive measures.
Collaborated closely with R&D and engineering teams to escalate unresolved issues, streamlining resolution processes and achieving consistent SLA adherence for critical cases.
Documented solutions and contributed to internal knowledge base articles and external support documentation, enhancing team efficiency and customer self-service capabilities.
ERICKSMITH PRODUCTIONS LTD
|IT Support Officer
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Summary
Managed comprehensive IT support operations, maintaining hardware, software, and network systems to ensure seamless business functionality.
Highlights
Maintained computer hardware and software systems, reducing IT-related downtime by 15% through proactive maintenance and rapid issue resolution.
Provided comprehensive phone, remote, and desktop support to over 50 users, resolving 90% of hardware and software system issues efficiently.
Administered Windows Server environments and managed network installations, ensuring 99.9% system uptime and reliable connectivity.
Implemented and managed data security and backup systems, achieving 100% data recovery success rates and safeguarding critical business information.
Education
UNIVERSITY OF KIGALI (UoK)
BSc of Honors
IT
RP - IPRC HUYE
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Advanced Diploma (A1)
IT
Grade: Second class - Upper Division
Courses
Computer Networking
Data Structure
Computer Architecture
Window Server
Linux Virtualization
GIHEKE TSS
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National advanced certificate of technical secondary education (A2)
Computer Science
Languages
English
Swahili
Kinyarwanda
Certificates
ALX AICE - AI Career Essentials Certificate in Digital Age
Issued By
ALX
ALX Virtual Assistance Certificate in Digital Age
Issued By
ALX
Google IT Support Professional Certificate
Issued By
Google Cybersecurity Professional Certificate
Issued By
Network Operations NetOps 1.0
Issued By
Internet Society Foundation
Skills
Technical Support
Troubleshooting, Ticketing Systems, User Training, User Support, Hardware Maintenance, Software Installation, Configuration Management, Remote Access Support, Desktop Support.
System Administration
Windows Server Administration, Linux Administration, Operating Systems Installation, System Debugging, Log Analysis, DNS Management, Network Installation, Network Troubleshooting, Database Management, Microsoft 365.
Data Protection & Security
Data Protector, Backup Systems, Disaster Recovery, Data Security, Network Security, Patch Management, Hotfix Deployment.
Project & Operations Management
SLA Management, Problem Resolution, Proactive Support, Documentation, Knowledge Base Management, Process Improvement, Customer Rollout.
Collaboration & Communication
Cross-functional Collaboration, R&D Liaison, Engineering Team Collaboration, Customer Guidance, Best Practices Development.
Software & Tools
Salesforce, OpenText Data Protector, Microsoft 365, Graphic Design.
References
NIYIGENA Jules
IT Manager at Teknowledge. Contact information available upon request.
ABBEY Kubinga
IT Manager at Teknowledge. Contact information available upon request.
MAZIMPAKA Patrick
Software Tester & QA Engineer at MINECOFIN. Contact information available upon request.
UMUHIRE Heritier
Software Engineer at ETITE Ltd. Contact information available upon request.