Francis Nishimwe
Cracow
Summary
As a Technical Consulting Engineer at Cisco, I specialize in delivering expert technical support and resolving complex network and security challenges with precision and efficiency. My passion lies in troubleshooting intricate technical issues and collaborating closely with clients and colleagues to implement effective solutions that enhance operational performance and security. I am committed to continuous learning and adapting to evolving technologies to ensure the highest standards of service and innovation.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Technical Consulting Engineer
Cisco Systems, Inc.
03.2023 - Current
- Provide expert technical support and troubleshooting for Cisco security VPN solutions ( deep understanding of issue; using different troubleshooting tools and methods, analyzing logs, packet captures, and debug output to diagnose and resolve complex VPN issues).
- Assist customers in optimizing VPN architecture, design, and implementation through configuration steps and diagnostics, ensuring secure and reliable connectivity.
- Working closely with customers often via emails and WebEx sessions to identifying appropriate resolutions within required timeframes, and ensuring high-quality service delivery.
- Collaborate with cross-functional teams including business unit to maintain and enhance knowledge bases, develop best practices, and deliver tailored security strategies and solutions aligned with customer business outcomes.
Senior Information Technology Analyst
HCL Technologies
05.2022 - 02.2023
- Troubleshooting of IT related issues (Installation and update of software’s, O365 apps, OneDrive, active directory, the print cloud, ...) and network complaints related to (Wi-Fi connectivity, VPN, remote connection access, ...) raised via calls, emails, chats and self-service portal for internal users.
- Documented technical procedures and user guides for improved knowledge sharing among team members.
Desktop Support Analyst
Capgemini Polska Sp. Z O.o
08.2021 - 04.2022
- Diagnosed and resolved desktop-related problems, ensuring minimal downtime for end-users.
- Managing case follow-ups, Escalate if necessary to upper-level team, route problems to internal support groups, and documentation updates to maintain the knowledge base.
Technical Support Analyst
Teleperformance Polska
01.2021 - 08.2021
- Handle customer requests via email, chat, and phone, logging them into the ticketing system.
- Prioritize tasks based on SLAs, and provide timely technical support and solutions for hardware and software issues to improve user experience and operational efficiency.
Education
Master of Science - Transport System Engineering And Management
Warsaw University of Technology
Warsaw, Poland11-2022
Bachelor of Science - Civil Engineering
University of Rwanda
Kigali, Rwanda11-2018
Skills
- Technical Expertise in VPN Technology with deep knowledge of Cisco VPN solutions ( Site to Site, Cisco Secure Client, DMVPN , FLEXVPN and GETVPN)
- Strong understanding of network security principles (firewalls, IDS/IPS, IKEv2 , TLS, IPSec, AAA, MFA,) and familiar with Switching and Routing fundamentals
- Capacity to adapt to evolving security technologies, and engage in continuous learning
- Excellent troubleshooting and Diagnostics ability to resolve complex issues
- Customer oriented with excellent communication skills dedicated to fostering trust and ensuring exceptional customer satisfaction
Certification
- CCNP Security : Implementing and Operating Cisco Security Core Technologies (SCOR)350-701
- CCNA Enterprise : Cisco Certified Network Associate (CCNA)200-301
Languages
English: Fluent
French: Fluent
Kinyarwanda: Native
Timeline
Technical Consulting Engineer
Cisco Systems, Inc.
03.2023 - Current
Senior Information Technology Analyst
HCL Technologies
05.2022 - 02.2023
Desktop Support Analyst
Capgemini Polska Sp. Z O.o
08.2021 - 04.2022
Technical Support Analyst
Teleperformance Polska
01.2021 - 08.2021
Master of Science - Transport System Engineering And Management
Warsaw University of Technology
Bachelor of Science - Civil Engineering
University of Rwanda