Project Management Technical Support
Resume:
www.linkedin.com/in/delphine-kayishimire
******.**@*****.***
LakeLand, Florida
PROFESSIONAL SUMMARY
EXPERIENCE
Motivated, quick learner, and passionate individual with proven experience in leadership, fast-paced project management, QA, and software testing. Seeks excellence in every work done to ensure integral achievements.
EDUCATION
CERTIFICATES
01/2011 - 12/2016
BACHELOR DEGREE IN COMPUTER
SCIENCE
03/2021 - 04/2023
MASTERS DEGREE IN INTERNATIONAL
BUSINESS MANAGEMENT
WSB University at Gdańsk,
Poland
Kigali Independent University
at Kigali, Rwanda
SERVICE DESK ANALYST 09/2022– PRESENT
WIPRO IT SERVICES POLAND GDAŃSK, POLAND
Provide technical support to customers on the application and its functionality using ServiceNow.
Support for Mac, Windows 8+,10 & 11; Microsoft Office 365 products; Browsers plus third-party packages.
Cooperation with the first and third-line support teams and third-party personnel to mitigate IT-related issues. Assist users in the configuration and set up of AD and VM Collect logs from user’s PC and provide support in fixing the APP/SW malfunctions.
Create a report of the team performance and ensure that all closed INCs have applicable KBA attached to them. Train new SD agents, provide them with mentorship, and contribute to creating KBA.
Prepare the knowledge test for the team and ensure it is completed before the due date.
Delphine
Kayishimire
05/2023 SAP ERP Fundamentals
05/2023
06/2023 Scrum Master PSM 1 - Scrum
Master Certification - Agile
2023
ISO 22301:2019. Business
continuity management system
11/2020 French Language and literature
(TEF Canada)
08/2023 IBM Cloud Advocate Essentials
AKS SUPPORT ENGINEER 11/2023– 06/2024
LTIMINDTREE POLAND KRAKOW, POLAND
Responded to incidents regarding AKS configurations, analyzed root causes, and implemented corrective
measures to prevent recurrence.
Troubleshoot, and optimized the performance of
Kubernetes clusters on Microsoft Azure. And maintained detailed documentation for AKS configurations, processes, and best practices.
Ensured clusters ran on supported versions of Kubernetes, applied patches, and performed version upgrades with minimal downtime.
Analyzed logs and performed scripting using tools such as PowerShell and Kusto to diagnose and resolve issues. Delivered training and knowledge transfer sessions to team members on AKS-related topics and tools.
09/2023 ServiceNow ITSM Processes
10/2023 Azure Kubernetes Services - AKS
EXPERIENCE
REFERENCES
LORNA
www.linkedin.com/in/delphine-kayishimire
******.**@*****.***
LakeLand, Florida
Delphine
Kayishimire
*************@*****.***
Phone:
Email :
Muraho Technology Ltd.
Former Managing Director
Rebekah Dowling
****.*****@*******.***
Phone:
Email :
ACN Europe B.V.
IBO Operations & Compliance Manager
Joao Costa
*******.*******@***********.***
Phone:
Email :
LTIMindtree LTD
Team Manager
Mohd Nur Al Hasan
HANDS ON SKILLS
DFM
KUSTO
Azure CLI and Azure Portal
Understanding of Kubernetes
architecture and components
Jira
ServiceNow
LANGUAGES
English : Fluent
French : Fluent
Kinyarwanda : Fluent
COMPLIANCE OFFICER 04/2021 – 08/2022
ACN EUROPE WROCLAW, POLAND
Point of contact to IBOs and escalation point to the leadership, co-founders, and management team
UAT and represented Compliance in corporate initiatives and projects
Collaborated with other departments regarding
customers' and IBOs' ticket escalations and resolutions. Ensured issues were identified, tracked, reported, and resolved within SLA.
HR & QA TEST LEAD 09/2018 – 06/2020
MURAHO TECHONOLGY LTD KIGALI, RWANDA
Provided HR services and analyzed training needs.
Responsible for entire project cycles and facilitated communication with client and MT managers.
Planned and Facilitated daily scrum, sprint, sprint demo, and retrospective meetings.
Review, understand customer requirements, and forecast the number of deliverables in an iteration.
Wrote test plans, tested cases, and created a report with bugs identified.
Empowered and guided the development team on self- management and self-development.
SOFT SKILLS
Business communication
Servant Leadership skills
Project and Team management
Time management
Tech understanding
Adaptability and Proactiveness
Facilitation and collaboration
Critical thinking and growth mindset
Planning and organizational skills
Interpersonal skill.
Contact this candidate