Florence Uwumugisha
Krakow
Summary
I am an ambitious person with a mature and responsible approach to any task assigned to me. Having an experience in teamwork and working in international environment. Possession of an ability to comfortably communicate at any level to achieve the set goals and objectives. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
9
9
years of professional experience
Work History
Infrastructure Analyst
Warner Bros Discovery
03.2023 - Current
- Monitoring all production network and platforms in real time using systems such as Pager Duty, SolarWinds, Service Now, etc
- Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
- Provisioning and deprovisioning users in Active Directory
- Creation of admin accounts as well as shared/service accounts
- Shared drive access
- Logs analysis using Splunk
- Outage vetting and escalating to Tier 2/Tier 3 engineers and 3rd party vendors
- Where possible resolving issues at frontline or escalating to Tier 2/3 engineers and 3rd party providers
- Writing of outage notifications and raising, and managing tickets in ServiceNow, following Discovery's Incident Management process
- Checking whether changes have impacted services and advising others accordingly
- Ensuring that requests are handled on time
- Maintain Knowledge Base(s) and writing of processes where necessary to help and aid others in future
- Provide support to Duty Operations Manager in management of high priority outages as needed, providing stakeholder communications at agreed intervals until resolution of issues with root cause determined
- Coordinate with vendors and 3rd party suppliers on relevant issue on reporting/resolution
- Train junior team members on best practices in infrastructure management, boosting their knowledge base while increasing overall team productivity.
ICT Consultant
ATOS POLAND
07.2020 - 02.2023
- Solving network issues
- Monitoring network devices like routers, switches, load balancers, wireless appliances
- Managing of problems, incidents, escalations when required
- Implementing standards to network environment
- Communicating with network engineers, customers, providers, third parties
- Managing Calls and Email Requests in 24/7 mode for French and English-speaking customers.
- Managed time efficiently in order to complete all tasks within deadlines.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Identified issues, analyzed information and provided solutions to problems.
Junior ICT Engineer
ATOS POLAND
07.2017 - 07.2020
- Daily monitoring of clients' infrastructure (network, servers, and applications alerts)
- Registering, dispatching, and resolving basic issues related to: Microsoft Windows /Unix/Linux Servers, Network, Databases and Applications
- Access management (Active Directory domain accounts creations and passport resets)
- Monitoring activities (reacting on alerts generated by monitoring tools)
- Performing daily activities (reports mishandling, primary checks etc.)
- Communication with various teams
- Handling tickets and SLA's management in customer service applications (SDM 17.1, Service Now, Proview, PISA and ITSM Ticketing Tools)
- Dispatching tickets to 2nd line support Teams
- Managing Calls and Email Requests in 24/7 mode for French and English-speaking customers.
Customer Care Consultant With French Language
BPO, Poland Warszawa
07.2015 - 12.2015
- To sell slim products: Forskolin, Men solution, Garcinia Cambogia
- Receiving Ongoing and Outgoing calls of Customers who ordered company's products
- Responding to different customer questions about company's products
- To perform Daily activities in team of 15 members.
Education
Bachelor of Science - Chemical Engineering
Poznań University of Technology
Poznan, Poland02.2023
Mathematics, Chemistry and Biology -
Saint Vincent Muhoza High School
Rwanda11.2012
Skills
- Active directory
- Troubleshooting
- Basic knowledge of Azure
- AWS
- AutoCAD
- Security
- Databases
- Access management
- Microsoft Word
- Excel and Visio
- Network Infrastructure
- Graphana
- ServiceNow
- SolarWinds
- Unix/Linux
- Communication
Languages
English
Advanced
C1
French
Advanced
C1
Kinyarwanda
Proficient
C2
Polish
Intermediate
B1
awards
- Ambassador council Awarded a certificate as mindfulness ambassador council
- Awarded a certificate in Participation of a Project "You can sing it" in 2016
- Awarded an accolade in Atos as a good worker and outstanding engagement
- Awarded an Internationalization Scholarship Fund of Poznan University of Technology based on Academic performance in October 2020
Interests
- Cloud Computing
- Scripting
- Automation
- Movies
completed courses
- Terraform for beginners on Udemy -2024
- DevOps:Introduction to CI\CD with Visual Studio on Coursera -2024
- Containerized applications on AWS on Coursera -2024
- AWS Partner : Generative AI on AWS Essentials (Business)-2023
- AWS Partner : Accreditation (Technical) -2023
- AWS Cloud Practitioner Essentials -2023
- ITIL Foundation in Atos -2021
- Comptia Security+ in Atos -2019
- CCNA Security in Atos-2019
Timeline
Infrastructure Analyst
Warner Bros Discovery
03.2023 - Current
ICT Consultant
ATOS POLAND
07.2020 - 02.2023
Junior ICT Engineer
ATOS POLAND
07.2017 - 07.2020
Customer Care Consultant With French Language
BPO, Poland Warszawa
07.2015 - 12.2015
Bachelor of Science - Chemical Engineering
Poznań University of Technology
Mathematics, Chemistry and Biology -
Saint Vincent Muhoza High School
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