Jean Francois Regis BYIRINGIRO
IT Technical Support
Kigali
Summary
Enthusiastic IT professional eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
5
5
years of professional experience
4
4
years of post-secondary education
7
7
Certifications
2
2
Languages
Work History
Technical Support Engineer for Dynamics ERP/CRM
TEK EXPERTS RWANDA LTD
5 2023 - 9 2024
- Customer Interaction: Communicate with end users/system administrators/solution integrators via phone, email, and/or chat to identify, diagnose, and troubleshoot their needs, as well as set expectations and deliver guidance on resolving the issue
- Technical Troubleshooting: Diagnose and troubleshoot software problems using technical knowledge and documentation
- Team Collaboration: Provide technical guidance to other team members
- Documentation: Maintain detailed records of all cases
- Mentorship: Guide and train junior support engineers
Agent Operator
Invisible Technologies
10.2022 - 05.2023
- Provided exceptional customer service via phone, email, chat
- Efficiently handled customer inquiries, complaints, and requests
- Accurately tracked and documented customer interactions using Salesforce
- Collaborated with team members to ensure timely completion of given tasks
- Adhered to company policies and procedures to maintain high-quality customer service standards
Tutorial and IT Technical Assistant
Worldwide E-Learning Campus
03.2021 - 10.2022
- Developing and delivering comprehensive training programs
- Implementing and maintaining cloud-based solutions
- Acquiring new clients and generating revenue
- Managing and maintaining IT infrastructure
- Providing technical support and troubleshooting
- Developing and administering assessments
Marketing Director
WEC TechHub
09.2021 - 04.2022
- Coordinated with creative team to generate dynamic marketing content and communication tools for promotional campaigns
- Analyzed market trends and competitive landscape to understand opportunities and potential value
Virtual Customer Support Service Agent
Pearson
03.2021 - 09.2021
- Assisted customers From all over the world remotely through PearsonVue, in different IT technical issues they were facing, I managed over 50 customer calls per day
- Offered friendly and efficient service to customers, handled challenging situations with ease
- Increased customer satisfaction by resolving issues
Marketing Manager
Kolmena LTD
09.2020 - 03.2021
- Administered marketing calendar and posted new content to coincide with new product and service releases
Technical Manager
ODO Group Ltd
06.2020 - 03.2021
- Liaised between business and technology units to manage delivery schedules for applications
- Developed suggestions for technical process improvements to optimize resources
Education
Bachelor of Science - Information Technology
University of Rwanda
Kigali, Rwanda 05.2016 - 11.2020
Skills
ERP-Finance
Certification
CompTIA IT Operations Specialist
Timeline
Agent Operator
Invisible Technologies
10.2022 - 05.2023
CompTIA IT Operations Specialist
08-2022
CompTIA N+
08-2022
Microsoft 365 Fundamentals
12-2021
Marketing Director
WEC TechHub
09.2021 - 04.2022
CompTIA A+
08-2021
Data Analytics
06-2021
Digital Marketing
06-2021
ICDL
03-2021
Tutorial and IT Technical Assistant
Worldwide E-Learning Campus
03.2021 - 10.2022
Virtual Customer Support Service Agent
Pearson
03.2021 - 09.2021
Marketing Manager
Kolmena LTD
09.2020 - 03.2021
Technical Manager
ODO Group Ltd
06.2020 - 03.2021
Bachelor of Science - Information Technology
University of Rwanda
05.2016 - 11.2020
Technical Support Engineer for Dynamics ERP/CRM
TEK EXPERTS RWANDA LTD
5 2023 - 9 2024
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