Joel Tuyishimire
AB Rwanda
Kigali
2
Languages
1
Certification
7
years of professional experience
Technical Support and Service Operations Engineer with 5+ years of experience diagnosing, troubleshooting, and restoring complex technical systems across enterprise IT, banking technology, and telecommunications environments. Experienced in incident triage, remote and on-site technical support, structured troubleshooting, log analysis, root cause investigation, and cross-functional escalation to restore operational services with minimal downtime. Skilled in supporting distributed systems through Remote Desktop, SSH, Mobile Device Management (Scalefusion), and Jira Service Management while maintaining accurate documentation, operational traceability, and continuous service improvement. Recognized for disciplined execution, clear communication, and the ability to remain calm and methodical in high-pressure operational environments.
Work History
IT Support / Helpdesk Officer
1 Year 7 Months- Managed and resolved technical incidents through Jira Service Management, prioritizing requests based on business impact, urgency, and SLA commitments to maintain operational continuity.
- Delivered first-line technical support through both on-site assistance and remote troubleshooting using Remote Desktop, SSH, and Scalefusion Mobile Device Management, restoring enterprise systems with minimal user downtime.
- Investigated hardware, software, authentication, application, printing, and network connectivity issues by analyzing system logs, validating configurations, reproducing faults, and following structured troubleshooting procedures.
- Escalated complex incidents with complete technical documentation, diagnostic findings, logs, and completed troubleshooting steps, enabling efficient resolution by senior engineers and vendors.
- Identified recurring technical issues through ticket trend analysis and contributed to corrective actions that reduced repeat incidents.
- Maintained detailed incident records, troubleshooting steps, root cause findings, and resolution documentation to support knowledge sharing and operational traceability.
Field Technician
3 Years 9 Months- Installed, configured, and commissioned more than 150 network-connected ATM and banking systems across multiple customer sites, ensuring reliable operation and high service availability.
- Executed approved diagnostic procedures and preventive maintenance activities to identify hardware, software, communication, and power-related failures before service interruption occurred.
- Investigated complex technical incidents using diagnostic tools, system logs, connectivity testing, and structured troubleshooting workflows to restore critical banking equipment safely and efficiently.
- Coordinated field repairs, equipment replacement, and maintenance activities while ensuring complete technical handoffs between customers, field technicians, and engineering teams.
- Documented maintenance activities, component replacements, corrective actions, and service outcomes to support compliance, traceability, and continuous improvement.
- Supported investigation and resolution of complex field issues involving system integrations, communications failures, power systems, and device interoperability.
- Successfully identified a software limitation affecting counterfeit currency detection, documented findings, coordinated escalation to development teams, supported validation testing, and assisted deployment of a software update across deployed systems.
Video Annotation Technician
1 Year 6 Months- Executed high-precision frame-by-frame video analysis using a standardized 8-step annotation framework to ensure consistency and quality.
- Applied accurate timestamping to synchronize character actions, object interactions, and camera movements with >99% precision.
- Maintained strict compliance with evolving annotation guidelines, achieving high QA acceptance rates and minimal rework.
- Improved annotation accuracy and consistency by incorporating reviewer feedback and quality benchmarks.
- Managed workload efficiently to meet tight deadlines while sustaining high-quality output.
Technical Operations Coordinator
10 Months- Coordinated deployment and upgrade activities across more than 50 telecommunications infrastructure sites, ensuring projects were completed according to operational requirements and timelines.
- Supported network performance assessments, drive tests, and troubleshooting activities to identify service-impacting issues and improve network reliability.
- Coordinated field teams, installation activities, and technical reporting to ensure consistent execution and operational visibility.
- Produced technical reports, deployment records, and operational documentation to support project governance, traceability, and knowledge sharing.
Technician
3 Months- Diagnosed and repaired electronic systems and power equipment.
- Performed preventive maintenance to ensure stable equipment operation.
Education
Bachelor of Information Technology
Advanced Diploma - Electrical and Electronics Engineering
Relevant
Skills
Incident Triage & Service Restoration
Structured Troubleshooting & Root Cause Analysis
System Monitoring & Performance Analysis
Hardware
Network & System Diagnostics
Preventive Maintenance & System Readiness
Technical Documentation & Reporting
Inventory & Asset Tracking
Network & Connectivity Support
Cross-functional Escalation & Vendor Coordination
Detail-oriented and dependable in field operations
Strong communication and coordination with remote teams
Fast learner with a problem-solving mindset
Certification
- HCIA-Datacom V1.0 – Huawei (2024)
- ICDL Cybersecurity – ICDL Africa (2025)
- Internet Society – Fundamentals of Designing & Deploying Computer Networks (2022)
- Network Support and Security – CISCO (2026)
- General Employment Aptitude Test Certificate
Languages
English – Fluent
Kinyarwanda – Fluent
Timeline
IT Support / Helpdesk Officer
AB Rwanda
01.2025 - CurrentRead More
Video Annotation Technician
Micro1-Luma Project
06.2023 - 12.2024Read More
Field Technician
Checknocrats Rwanda Ltd
04.2021 - 01.2025Read More
Technical Operations Coordinator
Minega Network Ltd
06.2020 - 04.2021Read More
Technician
Ludic East Africa Ltd
01.2020 - 04.2020Read More
IPRC Kigali
Advanced Diploma from Electrical and Electronics Engineering
Read More
University of Kigali
Bachelor of Information Technology
Read More
Other
Driving License: Class B