Support Specialist Desktop

G Jean Uwimana

Phone: 207-***-**** email: ******@*****.***

SUMMARY

Dependable, result-oriented PC Support Specialist, Helpdesk Technician, End-user Analyst, Desktop Support Engineer, and System Administrator professional focusing on providing technical training, trouble-shooting efforts and support to internal and external end-users of computer software and hardware as well as Microsoft Windows administration. WORK EXPERIENCE

PRODUCT SUPPORT SPECIALIST

OPENTEXT INC., California-USA Jul. 2019 - Present

● Configured hyperV, Windows system state, BMI, SQL, Ms 365 and File system backup sets

● Restored Bare Metal Image from the cloud and reconfigured the new server

● Created SQL server users for backup purpose using SQL Management Studio

● Checked and reinstalled VSS writer required for various cloud backup sets

● Used Windows PowerShell script to check requirement and cleaning the system

● Investigated failures and backup errors using application log and event viewer

● Documented all backup, restores, and troubleshooting calls using Salesforce TECHNICAL SUPPORT PROFESSIONAL

CARBONITE(currently OpenText) March. 2019 – Jul. 2019

● Provided level-1 computer application support for Carbonite internal and external customers and partners.

DATABASE ADMINISTRATOR IT SUPPORT

BSL, Australia Oct. 2016 – Dec. 2018

● Provide on-site and off-site VPN, email, software / hardware support for internal end-users.

● Sets up and deploy computer equipment for new users and servers hardware.

● Installing, deploying and Re-imaging Windows computers.

● Administer and monitor helpdesk ticketing system to provide prompt support to users.

● Administer and monitor LAN network, Switches Routers and other peripheral devices

● Administer Microsoft Windows 2008/2012 Active Directory Users and Computers.

● Administer Norton antivirus server to push and install client software into computers.

● Maintain and update Windows deployment images using Microsoft WDS servers.

● Managed database of program participants. Ran SQL queries in PD Admin to produce reports NETWORK ADMINISTRATOR

Rwanda Board of Education, Rwanda Dec. 2011 – July 2013

● Installed, configured, maintained, and updated computer hardware operating systems and applications.

● Defined network usage policies and generated reports for management.

● Updated and monitored network infrastructure security systems to protect against cybersecurity threats.

● Trained all staff to use the company’s computer systems and software.

● Recommended computer products and applications to improve productivity.

● Set up and maintain LAN connectivity and wireless networks. IT ADMINISTRATOR

Students Financing Agency for Rwanda Aug. 2010 – Dec. 2011

● Led and implemented all IT strategies and worked for a 25-person Student Financing Agency.

● Managed DHCP and Proxy Servers (Linux and Windows). Administered Active Directory for all users.

EDUCATION

University of New England, NSW, Australia 2013 - 2015 Master of Information Technology

University of Rwanda 2005 - 2009

BSc in Computer Engineering

SKILLS

Windows Active Directory, anti-virus software, Apple hardware, asset management, backup, Citrix MetaFrame, DHCP, DNS, LAN, VPN, laptop computers, laser printers, Linux, Apple Mac, Microsoft Office suite, Microsoft Outlook, Microsoft Windows, Windows, Microsoft 2000, Microsoft Windows 2000, Microsoft Windows 2003, Microsoft Windows NT Server 4.0, Windows NT 4, Windows XP, Mac OS, network support, network, Novell NetWare, Novell NetWare 5, operating systems, OS, operating system, printer, quality, servers, Shipping, Symantec, System Administrator, TCP/IP

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