Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Yannick Christian SHEJA

Poznan,30

Summary

Experienced IT professional with expertise in hardware and software troubleshooting, Windows, Linux, and MacOS administration, and cloud platforms such as Azure and AWS. Proficient in Active Directory, Office 365, Exchange, and virtualization technologies including VMware and Hyper-V. Adept at using ticketing systems like ServiceNow, JIRA, and Zendesk for efficient issue resolution. Strong communication skills and stakeholder support capabilities complemented by networking knowledge in LAN/WAN, VPNs, and firewalls. Committed to tracking KPIs and performance reporting to drive continuous improvement.

Overview

5
5
years of professional experience

Work History

Technical Support Specialist

Tigo RWANDA
02.2022 - 09.2023
  • Delivered Tier 2/3 technical support across hardware, software, and networking systems.
  • Diagnosed complex issues using advanced troubleshooting and root cause analysis.
  • Administered Windows, Linux, and MacOS environments including Active Directory and Office 365.
  • Managed VMware and Hyper-V virtualization platforms to enhance operational efficiency.
  • Supported LAN/WAN, VPN, firewall, and endpoint security operations for improved network integrity.
  • Served as escalation point for critical incidents while mentoring junior support staff.
  • Applied ITIL best practices for effective incident, problem, and change management.
  • Resolved hardware malfunctions by conducting thorough diagnostic tests.

IT Service Desk Analyst

TECHAFRITY INC
02.2020 - 01.2022
  • Ensured high standards of data privacy to maintain client trust.
  • Assisted in rollout of new software applications, enhancing operational efficiency.
  • Monitored performance metrics to identify areas for improvement.
  • Resolved technical issues with a focus on customer satisfaction.
  • Collaborated with IT teams to deliver comprehensive support solutions.
  • Documented service desk queries for reference and training purposes.
  • Escalated complex problems to senior IT staff for prompt resolution.

Intern, Electronic Department

KAVM RWANDA
01.2019 - 01.2020
  • Ensured timely project completion to maximise customer satisfaction.
  • Handled incoming calls and emails, ensuring prompt response.
  • Supported senior staff in analysing data to guide strategic decisions.
  • Resolved complex issues through collaborative teamwork and effective communication.
  • Cultivated positive client relationships to strengthen business reputation.
  • Assisted in daily operational tasks to ensure smooth workflow and efficiency.
  • Supported team members with administrative duties, enhancing overall productivity.

Education

Bachelor - Engineering

WYDZIAŁ ZARZĄDZANIA I ZARZĄDZANIA
Poznan, Polandr
08-2027

High School Diploma -

APADE, KIGALI-RWANDA
RWANDA
11-2018

Skills

  • Hardware & Software Troubleshooting
  • Windows, Linux & MacOS Administration
  • Active Directory, Office 365, Exchange
  • Virtualization (VMware, Hyper-V)
  • Ticketing Systems (ServiceNow, JIRA, Zendesk)
  • KPI Tracking & Performance Reporting
  • Strong Communication & Stakeholder Support
  • Cloud Platforms (Azure, AWS)
  • Networking (LAN/WAN, VPN, Firewalls)

Languages

English
Native or Bilingual
French
Full Professional

Timeline

Technical Support Specialist

Tigo RWANDA
02.2022 - 09.2023

IT Service Desk Analyst

TECHAFRITY INC
02.2020 - 01.2022

Intern, Electronic Department

KAVM RWANDA
01.2019 - 01.2020

Bachelor - Engineering

WYDZIAŁ ZARZĄDZANIA I ZARZĄDZANIA

High School Diploma -

APADE, KIGALI-RWANDA

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Yannick Christian SHEJA