Summary
Overview
Work History
Education
Skills
Websites
Certification
Languages
Timeline
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Ngabonziza Christian

Salt Lake City,UT

Summary

Talented IT Help Desk Supervisor adept at leading teams to deliver exceptional technical support and customer service. Skilled in troubleshooting, team training, and ensuring compliance with IT policies. Proven track record in optimizing operations and enhancing end-user satisfaction. Adapts easily to changing demands and learns new information quickly. Accomplished leader and team manager.

Overview

4
4
years of professional experience
1
1
Certification

Work History

IT Help Desk Supervisor

Troomi Wireless
01.2023 - Current
  • Proficient in mobile technology, specifically KidSmart OS.
  • Knowledgeable in cybersecurity measures to protect devices from inappropriate content and unauthorized access.
  • Skilled in customer interaction, handling inquiries, and troubleshooting issues.
  • Provided technical support to customers for device and software-related problems.
  • Train the team and measure success, resolve conflict that may arise in the Team, Documented support procedures and created knowledge base articles to streamline troubleshooting processes for common issues.
  • Conducted quality assurance testing to ensure product safety and functionality.
  • Analyze performance and report to the CFO and CEO of the company
  • Listen, motivate, and teach employees who might be slacking or breaking the company's rules.

Proctor

Testing Center, Ensign College
01.2020 - 07.2023
  • Supervised and monitored students during exams to ensure a fair testing environment.
  • Enforced exam rules and regulations to prevent cheating and maintain academic integrity.
  • Assisted in the setup and preparation of the examination room, including distributing exam materials and seating arrangements.
  • Adapted to various testing formats and requirements, including written, online, and standardized exams.

IT Help Desk Agent

EducationAtwork/Microsoft -Internship
05.2022 - 08.2022
  • Provided technical assistance and support (remotely or in person) for all End-User facing Information Technology products and services, including MFA, VPN, Microsoft 365 licensing, Exchange, SharePoint, OneDrive
  • Managed customer inquiries and resolved issues through various channels including phone, email, and chat, ensuring a high level of customer satisfaction.
  • Managed Microsoft Active Directory and Azure user accounts, including group policies, security settings, and permissions administration.
  • Documented support procedures and created knowledge base articles to streamline troubleshooting processes for common issues.
  • Installed, configured and maintained computer systems and network connections.

Education

Bachelor of Science - Cybersecurity

Ensign College
Salt Lake City, UT
07.2023

Skills

  • Linux
  • Networking
  • Microsoft Products and Technologies
  • Penetration Testing
  • IT/Analyst
  • Communication/Customer
  • Staff Training and Development
  • Task Delegation
  • Decision-making capabilities
  • Policy Enforcement
  • Teamwork and Collaboration
  • Multitasking Abilities

Certification

  • TestOut PC Pro
  • TestOut Desktop Pro
  • TestOut Linux Pro
  • TestOut Security Pro
  • Certificate in IT - Technical Support Engineer, LDSBC

Languages

kinyarwanda
Native or Bilingual
Swahili
Full Professional
French
Limited Working
kirundi
Native or Bilingual

Timeline

IT Help Desk Supervisor

Troomi Wireless
01.2023 - Current

IT Help Desk Agent

EducationAtwork/Microsoft -Internship
05.2022 - 08.2022

Proctor

Testing Center, Ensign College
01.2020 - 07.2023

Bachelor of Science - Cybersecurity

Ensign College

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Ngabonziza Christian