Louis Pacifique Iradukunda
Gdańsk,22
Summary
Detail-oriented administrative professional with over 5 years of experience in IT services and management, excelling in multitasking and organizational skills. Proven expertise in patient communication, ITIL processes, and the management of sensitive client information with discretion. Demonstrated ability to resolve issues swiftly and empathetically, ensuring a positive experience for clients and colleagues. Currently based in Poland, eager to leverage English, French and Polish communication skills to enhance team performance and support organizational goals as a dedicated application support analyst while driving operational excellence through effective IT solutions and advanced troubleshooting techniques.
Overview
8
8
years of professional experience
1
1
Certification
Work History
IT Administrator
WIPRO IT SERVICES POLAND
07.2022 - Current
- Support for Mac, Windows 8, 10, and 11; Microsoft Office 365 products and Azure; browsers, plus third-party applications.
- Cooperation with the first- and third-line support teams, and the third-party team, through ServiceNow, to debug application and network (VPN) related issues.
- Ensured confidentiality and compliance with the company’s policies and data protection standards while assisting the users.
- Ensure issues with the application (Microsoft Office 365, Salesforce, SaaS, and Google Suite) are identified, tracked, reported, and resolved promptly.
- Increased productivity by providing comprehensive technical training to employees on various hardware and software tools.
- Resolved critical incidents swiftly via remote assistance or on-site troubleshooting, ensuring minimal business disruption.
Senior IT Analyst
HCL TECHNOLOGIES
05.2021 - 06.2022
- Assisting clients online to maintain a current understanding of their needs and preferences, and resolving users’ issues regarding the use of the different software.
- Managed over 150 tickets while assisting different users.
- Collaborated with cross-functional teams to develop customized IT solutions for unique business challenges.
- Reduced downtime for critical systems through proactive maintenance and monitoring.
- Monitoring and organizing hardware acquisitions and licensing.
- Increased user satisfaction by providing timely, effective technical support and training resources.
IT Support and Networking
PIXEL INC LTD
07.2017 - 09.2020
- Guarantee the smooth running of all IT systems, PCs, network protection, print services, and email provision.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Support and administration of LAN and Wi-Fi.
- Conferred with executives to advise and plan for short-term and long-term IT system upgrade needs.
- Keep up to date with the latest technologies.
- Skilled at working independently and collaboratively in a team environment.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
Education
Master of Science - IT Project Management
Uniwersytet WSB Merito W Bydgoszcz
Poland06-2023
Bachelor's Degree - Information Systems and Management
University of Lay Adventists of Kigali
Rwanda01.2019
Skills
- Proficient in BMC Helix and ServiceNow
- Proficient in Intune and MDM solutions
- Network configuration expertise
- Skilled in diagnosing and resolving hardware issues
- Effective teamwork under pressure
- IT service operations
- Azure Active Directory management
- Strong verbal communication
- Effective team management
- VMware virtualization expertise
- Application support
- Technical troubleshooting
- Microsoft Office 365
- Data protection compliance
- Remote assistance
- ServiceNow ticketing system
- Hardware acquisition management
- Incident response coordination
- Hardware troubleshooting
- System security
- IT asset management
- Help desk management
- ITIL processes
- Active directory
- Efficient data organization
- Interpersonal sensitivity
- Effective cross-cultural communication
Certification
- Git Hub
- IT Essentials Certificate (CISCO)
- Certificate of Appreciation of Service (HCL Technologies)
- French Language and Literature (DELF B2)
Languages
English
Native or Bilingual
French
Native or Bilingual
Polish
Limited Working
Availability
Open to onsite, hybrid, or remote roles
Timeline
IT Administrator
WIPRO IT SERVICES POLAND
07.2022 - Current
Senior IT Analyst
HCL TECHNOLOGIES
05.2021 - 06.2022
IT Support and Networking
PIXEL INC LTD
07.2017 - 09.2020
Bachelor's Degree - Information Systems and Management
University of Lay Adventists of Kigali
Master of Science - IT Project Management
Uniwersytet WSB Merito W Bydgoszcz