Technical Support It

Jean Michel Gacumbitsi

*** ****** ***, ********, ** 04240

207-***-**** ️ ******@*****.***

Professional Summary

Versatile and results-oriented IT professional with over a decade of experience in systems administration, network operations, cloud backup solutions, and technical support. Proven track record in troubleshooting complex issues, maintaining secure infrastructure, and optimizing IT environments across public and private sectors. Recognized for adaptability, attention to detail, and strong communication skills in cross-functional teams and customer-facing roles.

Core Competencies

●Systems & Network Administration

●Windows Server & Active Directory

●Cloud Backup & Recovery (Hyper-V, VSS, BMI)

●IT Support & Troubleshooting

●SQL Database Management

●Cybersecurity & Infrastructure Protection

●PowerShell Scripting & Automation

●Virtualization (Hyper-V)

●Remote Support Tools & Ticketing Systems

Professional Experience

OpenText Inc. (formerly Carbonite), USA

Associate Product Support Specialist

Jul 2019 – Present

●Configure and support backup sets for Hyper-V, SQL, Microsoft 365, and file systems.

●Perform full system recoveries using Bare Metal Image (BMI) and reconfigure new servers post-recovery.

●Create SQL Server backup users using SQL Management Studio.

●Troubleshoot and reinstall Volume Shadow Copy Services (VSS) for cloud backup reliability.

●Analyze system logs and errors using Event Viewer and PowerShell to resolve critical issues.

●Document all technical actions, resolutions, and system changes using Salesforce.

Carbonite (now part of OpenText), USA

Technical Support Professional

Mar 2019 – Jul 2019

●Delivered first-line support to internal and external users for various software and system issues.

●Troubleshooting backup software and escalated complex cases for resolution.

ANZ Banking Group, Australia

International Payments Consultant

Sep 2017 – Dec 2018

●Processed international wire transfers with high accuracy and adherence to regulatory standards.

●Resolved payment errors, documented validation processes, and improved operational procedures.

●Maintained wire tracking systems and ensured compliance with anti-fraud and KYC policies.

Brotherhood of St. Laurence (BSL), Australia

Database Administrator / IT Support

Oct 2016 – Aug 2017

●Provided end-user support for VPN, email, software, and hardware issues on- and off-site.

●Installed and maintained Windows computers, deployed images via Microsoft WDS.

●Managed LAN/WAN infrastructure, routers, switches, and endpoint protection (Norton Server).

●Supported SQL database reporting and ticket resolution through PD Admin and helpdesk systems.

Rwanda Board of Education, Rwanda

Network Administrator

Dec 2011 – Jul 2013

●Installed and maintained servers, network hardware, and end-user systems.

●Monitored and updated security systems to prevent cyber threats.

●Developed usage policies and trained users on hardware/software.

●Maintained LAN and wireless connectivity across regional offices.

Student Financing Agency for Rwanda

IT Administrator

Aug 2010 – Dec 2011

●Designed and implemented IT strategies for a government-backed education finance agency.

●Managed DHCP and proxy servers (Linux/Windows), and maintained Active Directory.

●Provided technical support for office users and oversaw IT procurement.

Education

University of New England, NSW, Australia

Master of Information Technology 2013 – 2015

University of Rwanda

Bachelor of Science in Computer Science 2005 – 2009

Technical Skills

Systems & Platforms: Windows Server 2008/2022, Active Directory, Hyper-V, Linux, Microsoft 365

Tools & Utilities: PowerShell, SQL Server Management Studio, WDS

Remote & Support Tools: Bomgar, Citrix, RemotePC, TeamViewer, LogMeIn

Ticketing & Collaboration: Jira, Salesforce, TestRail, Confluence, Zendesk

Database Management: MySQL, SQL, Reporting Tools (pgAdmin)

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