Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
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Clement Niyigena

Chicago,IL

Summary

Detail-oriented and highly adaptable IT Support Specialist with 6+ Years hands-on experience in technical support for multi-industry clients, both remotely and on-site. Skilled in deploying and maintaining enterprise systems including Active Directory, Intune, and various virtualization platforms. Proven ability to support and troubleshoot complex hardware and network infrastructures across multiple states. Strong documentation practices and collaborative communication skills, ensuring consistent and accurate technical records.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Desktop Support & Field Service Engineer

Creative Technology Solutions
10.2024 - Current
  • Deliver advanced technical support to healthcare clients both remotely and on-site across multiple states—including Iowa, Illinois, Massachusetts, Pennsylvania, California, etc—servicing facilities that represent approximately 5% of all nursing homes nationwide.
  • Creation, imaging, and deployment of virtual desktops, laptops, and workstations for new users and repurposed devices.
  • Manage device configuration using Active Directory and Intune (Azure), Group Policy, for streamlined cloud-based administration.
  • Install and configured HP Aruba network switches; assisted with large-scale network-flip projects.
  • Handle the deployment and troubleshooting of enterprise printers (Lexmark, Canon, Ricoh, Brother, Kyocera).
  • Support VOIP systems and time clock devices including Infontronics, resolving technical issues efficiently.
  • Perform data backups and migrations using NAS devices, OneDrive, and other recovery solutions.
  • Maintain comprehensive technical documentation using Confluence, Zendesk ticketing system to ensure standardized processes and knowledge sharing across the team.
  • Excellent communication and customer service skills.

Desktop Support/Regional Field Service Engineer

Worldwide TechServices LLC.
08.2022 - 10.2024
  • Perform comprehensive break/fix support on laptops, desktops, servers, and thin clients from leading OEMs including Dell, Lenovo, and HP, ensuring minimal downtime and quick restoration of service.
  • Collaborated with cross-functional IT teams at organizations such as JLL Investment Banking, McGuireWoods LLP, Foley & Lardner LLP, Northwestern Medicine, the University of Chicago, the American Dental Association and many more to escalate and resolve persistent hardware issues, contributing to continuous service improvement and operational efficiency.
  • Diagnose and resolve complex hardware issues involving system boards, memory, storage devices, and power components across enterprise-grade and end-user computing devices.
  • Repair and maintain conference room technologies, including AV systems, digital displays, and collaborative hardware, ensuring seamless communication and presentation functionality.
  • Replace and upgrade hardware components with OEM-approved parts, adhering to manufacturer guidelines and warranty standards.
  • Document all service activity including issue diagnostics, part replacements, and resolutions in service management systems to support compliance and reporting.

Night Assistant Supervisor

Eastern Illinois University Housing
08.2019 - 12.2021
  • Supervised a team of 30 Night Assistants to maintain safety and security within residence halls and across the university campus.
  • Applied critical thinking and problem-solving skills to address and resolve incidents promptly and effectively.
  • Ensured seamless shift transitions by delivering comprehensive shift reports and verifying completion of all assigned tasks.

IT Support Specialist

Femi Memorial Outreach Fund
06.2012 - 01.2021
  • Set up hardware, configure software, and assign user permissions for new employees during the onboarding process to ensure seamless technology access.
  • Installed, maintained, and troubleshooted telecommunications equipment to support reliable and high-performance network connectivity.
  • Delivered remote technical support to clients, swiftly diagnosing and resolving issues to minimize downtime and maintain productivity.
  • Monitored website performance using HTML, CSS, and Javascript languages and social media platforms for optimization and engagement.
  • Utilized proactive troubleshooting methods to diagnose and resolve hardware and network issues, ensuring system reliability and uptime.

Education

Bachelor of Science - Computer And Information Technology

Eastern Illinois University
12.2021

Associate of Science - Information Technology

Harry S. Truman College
07.2019

Skills

    Systems/Tools: Active Directory, Intune (Azure), Google Admin, Confluence, Sharepoint, OneDrive, NAS, HTML, CSS, Javascript
    Networking: HP Aruba Switches, Network Configuration, Network cable stack cable management
    Hardware: Laptops, Desktops, VOIP Phones, Time Clocks, Printers (Lexmark, Canon, Ricoh, Brother, Kyocera, etc)

    OS: Windows (various versions), Virtualization Platforms

Certification

  • Dell Client Advanced & DSP Security and Privacy Foundations, 2022-01
  • Lenovo Authorized Warranty Service Engineer, 2022-01-01
  • Azure AZ-900
  • CompTIA Network+ (studying)
  • CompTIA Security+ (studying)

Timeline

Desktop Support & Field Service Engineer

Creative Technology Solutions
10.2024 - Current

Desktop Support/Regional Field Service Engineer

Worldwide TechServices LLC.
08.2022 - 10.2024

Night Assistant Supervisor

Eastern Illinois University Housing
08.2019 - 12.2021

IT Support Specialist

Femi Memorial Outreach Fund
06.2012 - 01.2021

Associate of Science - Information Technology

Harry S. Truman College

Bachelor of Science - Computer And Information Technology

Eastern Illinois University
Clement Niyigena