Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
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Morgan Niyitegeka

Markham,Ontario

Summary

Detail-oriented and proactive Senior IT Technician with over 8 years of hands-on experience providing technical support, hardware/software troubleshooting, and network assistance. Strong background in desktop support, system maintenance, user training, and IT infrastructure. Comptia A+ certified with proven ability to deliver excellent customer service and resolve technical issues efficiently in fast-paced environments.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Senior IT Technician

JVL Systems Inc.
12.2023 - Current
  • - Provided tier-1 IT support to end-users: device setup, account issues, hardware replacement.
  • - Configured and maintained Windows systems, ensuring security updates and antivirus compliance.
  • - Assisted in network troubleshooting, VLAN port configuration, and remote switch access using SecureCRT.
  • - Monitored and managed CCTV systems and security network devices using CMS Pro & Avigilon.
  • - Supported mobile device setups (iOS, Android), email configurations, and basic encryption solutions.
  • - Collaborated with senior technicians for escalation and mentorship.
  • - Perform physical and investigative process to identify any of the computer malfunctions from an incorrect minor setting to replace hardware and/or entire operating system.
  • - Repair a range of peripherals including input devices and output devices.
  • - Inspect, test, adjust and evaluate of incoming computer hardware and electronic components and assemblies to ensure conformance with product specifications and tolerances.
  • - Properly rebuild or configure parts to customers’ requirements with updated software packages.
  • - Assemble parts and components into computers as required.
  • - Achieve target quota and any other operation related responsibilities may be added as the company continues to grow.
  • - Provide input on best practices, policies and procedures with respect to the others.
  • - Follow all procedures in compliance of JVL standard policy and operation regulations.
  • - Any other operation related responsibilities may be added as the company continues to grow

IT Analyst / Technical Robot Assembler

EUROSPEC Manufacturer
05.2023 - 08.2023
  • - Supported LAN/WAN infrastructure, monitored switches and routers using SolarWinds.
  • - Performed hands-on installation of PCs, servers, and configured peripherals and software.
  • - Provided onsite support and troubleshooting for production and office systems.
  • - Participated in Active Directory user administration and IT asset lifecycle management.
  • - Performed QC inspections on repaired electronics like to notebooks, tablets, desktops, point of sale terminals and server equipment.
  • - Completion of full functional testing, running predefined scripts, custom and manual testing applications.
  • - Perform final processing steps on storage media including removal and application of security labels.
  • - Detailed visual inspection to ensure 100% within compliance on all repair quality guidelines.
  • - Careful review and confirmation on accuracy of identification of product.
  • - Cleaning and packaging of completed repairs and like products
  • - Perform operating system installations and software application recoveries for testing or on completed repairs.
  • - Ensure that KPI expectations are achieved on all duties.
  • - Adherence of all internal documented work instructions.
  • - Ability to assist with the technician repair lines in peak period times or coverage with minor repairs, configurations & part installs
  • - Maintaining a clean and efficient work area.
  • - Practicing and following ESD procedures
  • - Continued development on the competency skillset expectations outlined for the position.

IT Desktop Support Specialist (Remote)

GetRwanda Ltd
05.2014 - 05.2015
  • - Delivered remote technical support, including VPN access, IP camera configuration, and port troubleshooting.
  • - Conducted routine maintenance and repairs on PCs, mobile devices, and network components.
  • - Installed and configured networking hardware (Routers, Switches) and applied IP configurations.
  • - Provided end-user training and support across MS Office, basic networking, and system use.

Education

Bachelor’s degree - Computer Science / Information Technology

Skills

  • Technical Support & Troubleshooting (Hardware/Software, Printers, Mobile Devices)
  • Operating Systems: Windows, Linux, Mac OS
  • Remote Support Tools: SecureCRT, CMS Pro, Avigilon
  • Networking Fundamentals: DNS, DHCP, LAN/WAN, VLANs
  • IT Tools: Active Directory, Group Policy, SCCM, Intune, VPN
  • Security: Antivirus Solutions, System Monitoring, CCTV Setup
  • Database Exposure: MySQL, SQL Server, PostgreSQL, Firebase
  • Software Deployment & Updates
  • Customer Support & Training
  • Command Line & PowerShell Familiarity
  • Documentation & Reporting
  • Desktop technical support
  • Hardware installation
  • Technical support
  • Software configuration
  • Network troubleshooting
  • Remote support
  • System administration
  • Network maintenance
  • Help desk operations
  • Application installations
  • IT documentation
  • Wireless networking
  • IT asset management
  • Network security
  • Mobile device management
  • Operating system management
  • Server maintenance
  • Information security
  • User training
  • Data recovery
  • Helpdesk services
  • Help desk management
  • Software deployment management
  • Mobile fleet management
  • Data retention
  • Peripheral repair
  • AV equipment management
  • Inventory control systems
  • Incident management
  • Peripheral maintenance
  • Application support
  • Debugging
  • Virtualization technologies
  • Disaster recovery
  • ITIL processes
  • Security patching
  • Troubleshooting and Diagnostics
  • Software updating
  • System performance optimization
  • Problem-solving
  • Technical troubleshooting
  • Teamwork and collaboration
  • Microsoft windows and office
  • Software upgrades
  • Troubleshooting network issues
  • Remote technical support
  • Hardware and software repair
  • System maintenance
  • Computer diagnostics
  • Hardware and software configuration
  • Attention to detail
  • Customer service
  • Technical issues analysis
  • Organizational skills
  • Desktop support
  • Hardware diagnostics
  • Device installation
  • Online chat support
  • Hardware configuration
  • Friendly and patient
  • Help desk support
  • LAN/WAN
  • User support
  • Computer system diagnostics software
  • Customer needs assessment
  • Support services
  • Laptop servicing
  • TCP/IP
  • Customer service expert
  • Hardware upgrades
  • Equipment Repair
  • Employee computer support
  • System configuration
  • Customer communication and empathy
  • Highly professional
  • Account administration
  • Active listening
  • Network certification
  • Collaborative team player
  • Incoming call management
  • Hardware evaluations
  • Error detection
  • Database management
  • Software evaluation
  • Interpersonal skills
  • Software patches
  • System optimization
  • Component replacement
  • Software diagnosis
  • Mobile device repair
  • Staff education and training
  • Report preparation
  • Microsoft certification
  • Issue and resolution tracking
  • Tracking and documentation
  • A certification
  • Documentation development
  • Service desk team management
  • Equipment inspection
  • Emergency service coordination

Certification

  • CompTIA A+,MCSE (Microsoft Certified Solutions Expert),CEH v10 (Certified Ethical Hacker)
  • CCNP (Cisco Certified Network Professional)

Languages

English, French – Advanced
English
Professional Working

Timeline

Senior IT Technician

JVL Systems Inc.
12.2023 - Current

IT Analyst / Technical Robot Assembler

EUROSPEC Manufacturer
05.2023 - 08.2023

IT Desktop Support Specialist (Remote)

GetRwanda Ltd
05.2014 - 05.2015

Bachelor’s degree - Computer Science / Information Technology

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Morgan Niyitegeka