Axel-Cedric Iradukunda
Gatineau,QC
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level IT help desk position. Ready to help team achieve company goals.
Overview
10
10
years of professional experience
Work History
ROTC LEVEL 2 IT SERVICE DESK
ELECTIONS CANADA
03.2019 - Current
- Worked well in a team setting, providing support and guidance.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed and configured operating systems and applications.
- Created user accounts and assigned permissions.
- Configured hardware, devices, and software to set up work stations for employees.
- Generated reports to track performance and analyze trends.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Performed troubleshooting and repaired peripheral devices such as printers, scanners.
- Corrected connectivity faults to restore user access to local networks, cloud-based storage and public web.
IT Service Desk Analyst
SHARED SERVICES CANADA
03.2015 - 03.2019
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Used ticketing systems to manage and process support actions and requests.
- Documented support interactions for future reference.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Managed high levels of call flow and responded to technical support needs.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
Technical Support Specialist
CONCENTRIX / APPLE CANADA
04.2013 - 03.2015
- Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Used ticketing systems to manage and process support actions.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues. and requests.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Used ticketing systems to manage and process support actions and requests.
Education
IT PROGRAMING - IT Network Security
LA CITE COLLEGIALE
Ottawa, ON04.2024
Skills
- IT Service Management Forum
- Level Optimization
- Help Desk Assistance
- Help Desk Tickets
- Help Desk Software
- Service Level Tracking
- Help Desk Support
- Microsoft Office 365
- Azure
- Intune
- Active directory
- MS Share Point
Additional Information
References available upon request.
Timeline
ROTC LEVEL 2 IT SERVICE DESK
ELECTIONS CANADA
03.2019 - Current
IT Service Desk Analyst
SHARED SERVICES CANADA
03.2015 - 03.2019
Technical Support Specialist
CONCENTRIX / APPLE CANADA
04.2013 - 03.2015
IT PROGRAMING - IT Network Security
LA CITE COLLEGIALE
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