About Me
Customer-focused IT professional with a Bachelor's degree in Information Technology and over four years of hands-on experience delivering first and second line support in NGO and professional environments. Confident maintaining and troubleshooting a wide range of hardware including desktops, laptops, iPads, printers, projectors, and AV equipment, as well as administering Microsoft 365 and Google Workspace. Naturally patient and approachable, with a proven ability to explain technical issues clearly to non-technical users.
Professional Summary
Confident maintaining and troubleshooting a wide range of hardware including desktops, laptops, iPads, printers, projectors, and AV equipment, as well as administering Microsoft 365 and managing network environments. Naturally patient and approachable, with a proven ability to explain technical issues clearly to non-technical users.
- Over four years delivering 1st and 2nd line support in NGO and professional environments
- Experienced with Microsoft 365 — Exchange, Teams, SharePoint, OneDrive — and Google Workspace
- Hands-on hardware support: desktops, laptops, iPads, printers, projectors, AV/PA equipment
- Confident communicating technical issues clearly to non-technical users at all levels
Education
Bachelor of Science in Information Technology – Software Engineering
International University of Equator, Burundi · 2018–2021
Languages
Core Strengths
1st & 2nd Line IT Support
Primary point of contact for hardware, software, and connectivity issues via phone, email, remote tools, and on-site.
Microsoft 365 & Admin
Administration of Exchange, Teams, SharePoint, OneDrive; managing user accounts, licences, and permissions.
Hardware & Network
Desktops, laptops, iPads, printers, projectors, AV equipment; LAN/WLAN, routers, switches, cabling, and access points.
Cybersecurity & AI
MFA, encryption, access controls, antivirus, data protection, and hands-on use of Claude, Copilot, ChatGPT, and Gemini.
Documentation & Reporting
Incident logging, asset inventory, user guides, IT procedures, and service reporting for continuous improvement.
Communication & Training
User training, stakeholder liaison, and explaining technical issues in plain language to non-technical audiences.
Professional Experience
- Act as primary IT point of contact for staff across multiple countries, providing 1st and 2nd line support for hardware, software, and connectivity issues via phone, email, and remote tools
- Maintain accurate IT asset records and document all incidents and resolutions for ongoing reporting and service improvement
- Technology Team manages hardware provision, internet and mobile access, software assessment, and website development and support for the Organization's Partners
- Administer Google Workspace including user accounts, licences, and permissions, and support all collaboration platforms used across the organisation
- Delivered 1st and 2nd line IT support across Google Workspace, hardware, printers, and network systems in a fast-paced professional legal environment
- Administered Microsoft 365 including Exchange, Teams, and SharePoint; managed user accounts, licences, and permissions across all platforms
- Installed, configured, and maintained PCs, laptops, printers, projectors, and Wi-Fi access points across office locations, including network cabling
- Diagnosed and resolved hardware, software, and network faults efficiently, prioritising issues to keep all users productive throughout the working day
- Managed IT asset records, user accounts, and incident logs, ensuring information was accurate and accessible at all times
- Provided daily first line IT support covering hardware, software, and network issues for all end-users across the organisation
- Installed and configured workstations, printers, and network access points to support smooth day-to-day operations
- Maintained comprehensive IT documentation including system configurations, updates, and resolution records for ongoing reference
- Built and tested a secure online management system to streamline internal records and workflows
- Fixed bugs and improved system functionality based on real operational needs and user feedback
- Collaborated closely with teams to deliver practical digital solutions supporting daily work
Skills & Capabilities
| Area | Capabilities |
|---|---|
| Technical Support | 1st & 2nd Line SupportRemote & On-SiteHelpdeskFault Diagnosis & Resolution |
| Microsoft 365 | ExchangeTeamsSharePointOneDriveUser Accounts & LicencesAdministration |
| Hardware | Desktops & LaptopsiPads & iOSPrinters & ScannersProjectorsAV / PA Equipment |
| Networking & Cloud | LAN / WLANTCP/IPRouters & SwitchesWi-Fi Access PointsDNS & Web HostingCabling |
| Software & OS | Windows 7-11Windows ServermacOSGoogle WorkspaceSoftware Deployment & Imaging |
| Security & AI | MFAEncryptionAccess ControlsAntivirusData ProtectionClaude · Copilot · ChatGPT · Gemini |
| Documentation | Incident LoggingAsset InventoryUser GuidesIT ProceduresService Reporting |
| Web & Development | HTML · CSS · JavaScript · PHPWordPressWeb Content ManagementInternal Dashboards |
Swipe horizontally on mobile to view the full table.
Credentials
BSc in Information Technology
Security Practices
Certificates
Click any certificate to view it in full size.
Cybersecurity
ADB Institute
AI Risk Management & Incident Response
Alison
World Bank Group Youth Summit 2025
World Bank
World Youth Festival 2024
WYF Russia
Key Achievements
Reliable International Support
Successfully supported distributed teams across countries and time zones through dependable remote and on-site IT assistance.
Workflow Improvement
Built and maintained internal digital tools that improved workflow efficiency and strengthened user satisfaction.
Faster Response Times
Reduced IT response times through clear documentation, proactive troubleshooting, and user-focused communication.
Asset & Maintenance Oversight
Managed IT inventories and routine maintenance schedules while helping maintain accountability and operational readiness.
Mentorship & Team Contribution
Supported junior staff through guidance, collaboration, and practical problem solving in day-to-day technical work.
User-Centered Approach
Consistently balanced technical accuracy with clear communication, helping users resolve issues with confidence and less downtime.
Countries Supported
Supporting teams and individuals across continents
Open to IT Support & Digital Operations Opportunities
Available for roles involving IT support, user administration, Microsoft 365 & Google Workspace environments, hardware and network support, web systems, and digital operations.
