Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
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Nadine Ishimwe

Kraków

Summary

Professional IT Analyst with four years and three months of hands-on experience honing the expertise in Microsoft Office, software installations, hardware support, and internet browsers, particularly on the Windows 10 and recently on Windows 11. Proven track record of being a quick learner, amassing practical knowledge hence equipped to provide valuable training to fellow colleagues in IT incident management, further enhancing collective capabilities. The experience extends beyond technical skills; it encompasses a service-oriented mindset, placing a premium on understanding and meeting customer needs effectively.

Overview

5
5
years of professional experience
1
1
Certification

Work History

IT Service Desk Analyst

HCL Technologies
03.2020 - Current
  • Provide technical support to end-users, addressing their IT-related concerns, questions, and problems via phone, email, or Microsoft Teams chats and web tickets of clients from different countries like France, Canada, Switzerland, Belgium, etc. Offer them assistance using various remote support programs such as BeyondTrust (Bomgar), Service Desk tool, Software central,...
  • Diagnose and resolve hardware, software, and network issues (VPN, Remote Desktop Connection) promptly to minimize downtime and disruptions that could result from issues like hard disk stuck/full, applications not responding, peripheral drivers not working, etc.
  • Install, configure, and maintain software applications like JAVA, Microsoft Office 365, SAP, Oracle, Project, Adobe acrobat, internet browsers and hardware components, ensuring safety and done updates.
  • Maintain accurate records of IT assets, configurations, and procedures. Create and update user manuals and IT documentation
  • Conduct training sessions and workshops to educate new hires on our department work processes and practices since 2022.
  • Coordinate and manage relationships with vendors and work closely with support staff to obtain technical knowledge
  • Administer and provide User Access in various systems such as Azure Active Directory, SAP, computer administration rights, etc.

Hotel Hostess

Heaven Hotel& Restaurant
03.2019 - 08.2019
  • As first point of contact with about 30 guests daily, greeted them in friendly and welcoming manner, providing positive first impression.
  • Address guest concerns or issues promptly and professionally. This involved coordinating with other hotel staff to resolve problems to guest's satisfaction.
  • Maintain effective communication with other hotel staff, such as front desk personnel, housekeeping, and management, to ensure smooth operations and seamless guest experience .
  • Pay special attention to VIP guests or those with specific requests, ensuring their needs are met and any special arrangements are in place.
  • Collect feedback from guests about their experiences and relay this information to appropriate hotel departments for continuous improvement.

Education

Bachelor degree - International Relations And Affairs

Andrzej Frycz Modrzewski Krakow University
Krakow
07.2023

High School Diploma -

Lycee De Kigali
Kigali
11.2018

Skills

  • Data Analysis
  • Technical and software support
  • Ticketing system proficiency (ServiceNow, Cherwell Service Management)
  • Remote support (BeyondTrust, servicedesk tool)
  • Microsoft 365 and Sharepoint
  • Hardware support (Mobile devices and Printers)
  • Operating systems knowledge
  • Azure Active Directory
  • Microsoft Intune

Certification

  • An Introduction to ML, AI, Gen AI and ChatGPT
  • IELTS (International English Language Testing System)
  • TCF Canada (Test de Connaissance du Francais)
  • ITIL 4 Framework
  • Working with tables in Excel 365
  • Designing for Data Access & Protection
  • Configuring New Features

Languages

Kinyarwanda
Native language
French
Advanced
C1
English
Advanced
C1

Timeline

IT Service Desk Analyst

HCL Technologies
03.2020 - Current

Hotel Hostess

Heaven Hotel& Restaurant
03.2019 - 08.2019

Bachelor degree - International Relations And Affairs

Andrzej Frycz Modrzewski Krakow University

High School Diploma -

Lycee De Kigali

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Nadine Ishimwe