Pippen Jean Hirwa

Dynamic and results-driven IT Specialist and Customer Support Professional with over 4 years of experience in technical support, customer service, and IT infrastructure management. Proven ability to resolve complex technical issues, enhance customer satisfaction, and streamline IT operations. Adept at collaborating with cross-functional teams to deliver innovative solutions. Committed to continuous learning and staying ahead of technological advancements.

• Technical Skills: C#, Windows OS, Virtualization (VM), Network Administration, Software Installation, Troubleshooting
• Soft Skills: Analytical Thinking, Customer-Centric Approach, Effective Communication, Time Management, Strategic Planning
• Tools & Platforms: Microsoft Office Suite (Excel, Word, PowerPoint, Access), ITIL Framework, CRM Systems
• Languages: English (C1), French (B2), Kinyarwanda (Native), Swahili (B2)

• Microsoft Certified: covers all microsoft programs
• Google IT Support Professional Certificate – Covers troubleshooting, customer service, networking, and system administration.

• Led the integration of virtualization solutions at the Diabetes Management Center, improving system efficiency by 25%.
• Documented VM configurations and procedures, reducing downtime by 20%.

• Implemented automated responses for common customer inquiries at FUJITSU, reducing response time by 30%.

• Volunteer Experience: Coordinated youth events and small business initiatives at Muhima Sector, Kigali City, Rwanda.
• Hobbies: Football enthusiast, active player in local leagues, and passionate about technology trends.