NSABIMANA KENNY
Poznan
Summary
Innovative IT Analyst and Support Specialist with experience in selecting and setting up diverse technical equipment. Strong written and oral communication skills resulting in knowledgeable, satisfied customers. Excellent instructional and problem-solving skills reduce concerns related to new technology.
Overview
4
4
years of professional experience
Work History
IT Analyst
Capita Plc
05.2023 - Current
- Provided backup and assistance for administration of physical and virtual server infrastructure and storage area networks.
- Collaborated with cross-functional teams to ensure timely project delivery and client satisfaction.
- Monitored employee tasks to gauge business functions and inefficiencies.
- Enhanced project management skills by defining and presenting system solutions and timelines for business needs or technical problems.
- Reviewed technical work of consultants and third-party support providers.
- Improved user experience, monitoring feedback and making necessary adjustments to software applications.
- Analyzed existing systems and databases and recommended enhancements to solve business needs
- Developed strong communication and organizational skills through working on group projects.
- Used tools: Jira Service Management, TeamViewer, Confluence, SolarWinds, BPMN and Microsoft Teams.
IT Support Specialist
Fujitsu Technology Solutions
11.2022 - 04.2023
- Identified potential sales and cross-selling opportunities and informed supervisor.
- Collaborated with cross-functional teams to ensure seamless IT support during major company initiatives.
- Created help desk tickets, troubleshot and resolved desktop issues.
- Generated reports to track performance and analyze trends.
- Assisted with updating technical support best practices for use by team.
- Configured and tested new software and hardware.
- Installed and configured operating systems and applications.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Used ticketing systems to manage and process support actions and requests.
- Used tools; Zendesk, TeamViewer, Ping, Traceroute, SolarWinds, Microsoft Teams and ConnectWise Automate.
Junior Data Analyst
Bralirwa PLC
06.2021 - 08.2022
- Enhanced and reconstructed computer systems to increase efficiency.
- Monitored employee tasks to gauge business functions and inefficiencies.
- Investigated system issues and implemented resolutions to reduce downtime.
- Optimized data access and storage to improve performance of analytics systems.
- Developed data mining algorithms to identify and classify patterns in data.
- Updated and developed scripts and queries to extract and analyze data from multiple sources.
- Created dashboards to monitor and track key performance indicators.
- Enhanced collaboration between departments by developing standardized metrics and KPIs for measuring performance across various functions within the organization.
- Used Tools; Microsoft Excel, Python, Microsoft Power BI, MySQL, TextBlob, OpenRefine and Microsoft Teams.
Network Support Engineer
Mango Telecom
08.2020 - 05.2021
- Optimized network infrastructure through meticulous documentation of configurations, procedures, and changes.
- Enhanced network security with the implementation of firewall policies and regular vulnerability assessments.
- Contributed to disaster recovery planning efforts by designing resilient systems capable of maintaining operations during unexpected outages.
- Improved network performance by troubleshooting and resolving hardware, software, and connectivity issues.
- Designed and evaluated WAN and LAN connectivity technologies.
- Diagnosed network problems involving combination of hardware, software, power and communications issues.
- Performed regular audits on network devices for policy compliance, identifying areas requiring improvement or remediation efforts.
- Used tool; SolarWinds Network Performance Monitor, Wireshark, SolarWinds Network Configuration Manager, AnyDesk, Nmap, Ping and Microsoft Visio.
Customer Support Specialist
Airtel Rwanda
12.2019 - 07.2020
- Generated reports to track performance and analyze trends.
- Offered assistance in implementing and developing training programs.
- Responded to customer requests for products, services, and company information.
- Responded to customer calls and emails to answer questions about products and services.
- Tracked customer service cases and updated service software with customer information.
- Researched and identified solutions to technical problems.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Diagnosed and troubleshot hardware, software and network issues.
- Used tools; Jira ServiceDesk, Salesforce, Outlook, TeamViewer, Hootsuite and Google forms.
Education
Bachelor of Arts - Business Management
WSHIU
Poznan, Poland02.2026
High School Diploma -
Nu-Vision High School
Kigali, Rwanda11.2019
Skills
- Proficient in using the following tools: Jira Service Management, TeamViewer, Confluence, SolarWinds, Microsoft Teams,Zendesk, Ping, Traceroute, ConnectWise Automate,Microsoft Excel, Microsoft Power BI, MySQL, TextBlob, OpenRefine, Wireshark, Nmap, Microsoft Visio, Salesforce, Outlook, Hootsuite and Google forms
- Knowledge of BPMN
- Knowledge of Python
- Systems Analysis
- Code debugging
- IT Troubleshooting
- Ticket support system management
- Operating system management
- KPI Tracking
- Operations Analysis
- VPN Configuration
- Network Troubleshooting
- Application installations
- Online Chat Support
- Customer Communication and Empathy
- Fluent in English and French
Languages
Kinyarwanda
Native language
English
Proficient
C2
French
Proficient
C2
Timeline
IT Analyst
Capita Plc
05.2023 - Current
IT Support Specialist
Fujitsu Technology Solutions
11.2022 - 04.2023
Junior Data Analyst
Bralirwa PLC
06.2021 - 08.2022
Network Support Engineer
Mango Telecom
08.2020 - 05.2021
Customer Support Specialist
Airtel Rwanda
12.2019 - 07.2020
Bachelor of Arts - Business Management
WSHIU
High School Diploma -
Nu-Vision High School
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