Summary
Overview
Work History
Education
Skills
Additional Information
Languages
Timeline
Cédric KABASHA

Cédric KABASHA

Warsaw

Summary

Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience. In addition, i'm also detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. With a Bachelor degree focused in Information Technology from Mount Kenya University and a Master's degree in computer engineering with Speciallisation in Design and applications of wireless networks for the Internet of Things, i'm a Versatile Support Specialist skilled handling data, technical issues and personnel support tasks in distributed environment. Self-motivated and attentive with good interpersonal and problem-solving abilities. Offering over 6 years of working experience in the IT and customer oriented field.

Overview

7
7
years of professional experience

Work History

IT Support Analyst

IKEA Polska
01.2022 - 03.2023
  • Provided Windows service, windows active directory, Azure cloud service and Ms Office 365-based support to internal IKEA employees worldwide
  • Answered customer support inquiries via ticket tracking platforms.
  • Managed service follow-up communications, confirming satisfactory resolution of customers' service requests via email and phone.
  • Met performance metrics for factors such as call volume thresholds and call time guidelines, producing exceptional customer feedback
  • Monitored helpdesk and responded to incoming tickets to address support needs.
  • Created user accounts and managed access control.
  • Configured devices used daily by employees.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.
  • Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Assisted Local IT teams with all support needs.
  • Maintained servers and systems to keep networks fully operational .


Operation Manager and in Charge of IT

AGS RWANDA ltd
01.2019 - 09.2021
  • erversSupported and troubleshoot different Windows s (2008, 2012 and 2016 versions) mainly related to documents access privileges
  • providing access for new client to the Electonic Archiving System(EAS) and insuring tailored services depending on the contract
  • Established, repaired and optimized networks by installing wiring, cabling and devices.
  • Responded to co-workers' requests and patiently walked individuals through basic troubleshooting tasks.
  • Analyze Microsoft Office 365 issues to identify troubleshooting methods needed for quick remediation.
  • Corrected connectivity faults to restore user access to local networks, and cloud-based storage.
  • Managed system-wide operating system and software deployments as well as related software upgrade problems.
  • Performed troubleshooting and repaired peripheral devices such as printers, scanners(Kodak Pro scanners and label scanners) and other external devices.
  • Delivered network technology training to new team members, co-workers and clients, enhancing knowledgebase and team productivity.
  • Created support documentation that enabled the user community to extend skills, leverage system features and find resolutions to questions without intervention from the support team.
  • Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
  • Refurbished PC systems and peripherals such as monitors, networking equipment, and printers.
  • Imaged and prepared new computers for integration into company networks and systems.
  • Tested and installed motherboards, processors and graphics cards on desktops and laptops for corporate staff.
  • Decommissioned outdated equipment, referring devices to appropriate recyclers or disposal personnel.
  • Oversaw IT department operations and training.
  • Communicated with the executive team and CEO to maximize development efficiencies and resolve technology issues.
  • Adjusted project plans to account for dynamic targets, staffing changes and operational specifications.
  • Conferred with executives to advise and plan for short-term and long-term IT system upgrade needs.
  • Oversaw daily performance of computer systems and immediately responded to access issues to keep the network up and running.

IT consultant

VALORIS LAW CHAMBERS, IKEA POLSKA
03.2016 - 01.2019
  • Insure a stable connection between the lawyers system with the Rwanda Revenue Authority system and as well the supreme court system.
  • Made recommendations and performed upgrades, assisting businesses in technology planning aligned with growth projections.
  • Created service level agreement for IT operational functions and help desk operations.
  • Met architecture compatibility and guidelines through effective troubleshooting.
  • Set up PCs, projectors, and microphones for use in video conferencing rooms.
  • Performed maintenance tasks on PCs, networks and mobile devices.
  • Established, repaired and optimized networks by installing wiring, cabling and devices.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.

Education

Master of Science - Computer Engineering

Vistula University, Warsaw, Poland
05.2023
  • Specialized in Design and application of wireless network in Internat of Things
  • Thesis Statement: User's role in personal data security on cloud platform


  • Member of Hakuna Matata society, 2022 to 2023
  • Acquired skills in different topics: embedded systems, Data security on cloud, network security, Microprocessors, network devices secured configuration and server Access management

bachelor - Information Technology

MOUNT KENYA UNIVERSITY, Kigali, Rwanda
12.2019

TECHNOLOGY Gained skills in different system handling and developing, Document management system, Domain name system, Computer system diagnostics software and Systems evaluation.

Skills

  • Hardware and Software Configuration
  • LAN and WAN Assessment
  • ActiveX
  • Data Recovery
  • Issue Troubleshooting
  • Hardware Evaluation
  • Computer System Maintenance
  • Adobe Flash
  • Diagnosis Support
  • ServiceNow
  • Azure
  • Technical Documentation
  • Customer Support Needs Assessment
  • Assisting with Deployments
  • Issue and Resolution Tracking
  • Microsoft Windows and Office
  • Ethernet and Firewall Proficient
  • Troubleshooting
  • Configuring Devices
  • Tracking and Documentation
  • Friendly and Patient
  • Efficient Service
  • User Experience
  • Technical Support and Assistance
  • Collaborative Team Player
  • Onsite Installations
  • Desktop Support
  • Computer Hardware Knowledge
  • Component Replacements
  • Technical Issues Analysis
  • TCP/IP
  • Windows updates, upgrades and activation
  • MS Office 2013,2016 and 365 Proficiency
  • Debugging
  • Hardware Upgrades
  • Staff Training
  • Resolve Technical Problems

Additional Information

  • hereby give consent for my personal data included in my application to be processed for the purposes of the recruitment process under the Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 and repealing Directive 95/46/EC (General Data Protection Regulation)”.

Languages

Kinyarwanda
Native language
engli
Advanced
C1
French
Advanced
C1
German
Beginner
A1
Swahili
Elementary
A2

Timeline

IT Support Analyst - IKEA Polska
01.2022 - 03.2023
Operation Manager and in Charge of IT - AGS RWANDA ltd
01.2019 - 09.2021
IT consultant - VALORIS LAW CHAMBERS, IKEA POLSKA
03.2016 - 01.2019
Vistula University - Master of Science, Computer Engineering
MOUNT KENYA UNIVERSITY - bachelor, Information Technology

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Cédric KABASHA