Nzeyimana Fahim
Technical Lead | Technical Support Engineer
Kigali, RW.About
Highly proficient and customer-focused Technical Lead with 3+ years of experience in system administration, software troubleshooting, and end-user support, specializing in Microsoft 365 environments. Proven ability to diagnose complex technical issues, drive customer satisfaction, and lead high-performing teams to achieve significant reductions in resolution times. Passionate about leveraging scripting, cloud technologies, and AI to contribute to advanced engineering innovation and strategic IT initiatives.
Work
Tek Experts Rwanda
|Technical Lead - Microsoft 365
Kigali, Kigali, Rwanda
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Summary
Led post-sales technical support for Microsoft 365 products, diagnosing complex issues and mentoring junior engineers to enhance team efficiency and knowledge.
Highlights
Achieved a 20% reduction in resolution time by implementing PowerShell automation for Microsoft 365 support, significantly improving service delivery and efficiency.
Mentored and guided junior engineers, fostering knowledge-sharing initiatives that enhanced team capabilities and problem-solving skills.
Authored comprehensive documentation and workflows for common issues, streamlining support processes and improving team efficiency.
Collaborated effectively with Subject Matter Experts (SMEs) and stakeholders to develop and implement robust resolution strategies for critical technical challenges.
Tek Experts Rwanda
|Technical Support Engineer - Microsoft 365
Kigali, Kigali, Rwanda
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Summary
Provided comprehensive end-user and administrative support for Microsoft 365 services, consistently exceeding performance targets and contributing to product improvement.
Highlights
Consistently met SLA compliance rates above 95% for Microsoft 365 support, demonstrating exceptional service delivery and reliability.
Diagnosed and resolved complex technical issues across Windows environments, leveraging scripting and PowerShell for efficient diagnostics.
Reproduced issues in test environments and provided detailed bug reports and feedback, directly contributing to product improvement and stability.
Delivered expert end-user and admin support for a wide range of Microsoft 365 services, ensuring high levels of customer satisfaction.
Huuza Agency Group Ltd.
|Systems & Infrastructure Administrator / IT Manager
Kigali, Kigali, Rwanda
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Summary
Administered critical Windows and Linux IT infrastructure, deploying software and network solutions while leading training and implementing business-aligned IT strategies.
Highlights
Administered comprehensive Windows and Linux IT infrastructure, ensuring optimal performance and reliability for critical business operations.
Successfully deployed diverse software and network solutions, enhancing organizational connectivity and operational efficiency.
Implemented business-aligned IT strategies that optimized resource utilization and supported organizational growth objectives.
Led training initiatives and developed essential documentation for IT operations, improving team proficiency and operational consistency.
Piloted and integrated cloud-based solutions, including AWS and Azure, enhancing scalability and resilience of IT services.
Ikaze Cafe Shop
|Graphic Designer
Kigali, Kigali, Rwanda
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Summary
Designed impactful marketing materials and collaborated on visual campaigns, strengthening brand messaging and market presence for Ikaze Cafe Shop.
Highlights
Designed a range of marketing materials, ensuring alignment with brand messaging to enhance visual identity and market appeal.
Collaborated effectively with the marketing team to develop and execute visual campaigns, contributing to increased brand visibility.
Utilized creative design principles to produce engaging content that resonated with target audiences and supported promotional efforts.
Education
INES Ruhengeri
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Bachelor's Degree
Computer Science (Software Engineering)
Ecole de Science Nyamagabe
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A2 Certificate
Mathematics, Chemistry and Biology
Languages
English
French
Kinyarwanda
Certificates
Certificate of Recognition – Microsoft 365 Line of Business
Issued By
Tek Experts Rwanda
Microsoft 365 Technical Concierge Product Training
Issued By
Microsoft
User Interface Design Workshop - Figma, Photoshop, Web Design
Issued By
ACCES Rwanda
Product Development & Innovation
Issued By
ACCES Rwanda
React JS Training
Issued By
Solvlt Rwanda
Huawei Seeds for the Future Program - Cloud Computing, 5G, AI
Issued By
Huawei
Skills
Operating Systems
Windows 10/11, Windows Server, Ubuntu, Linux.
Cloud Platforms
Microsoft Azure, AWS, Huawei Cloud.
Scripting Languages
PowerShell, Bash, JavaScript.
Programming Languages
Java, Python, C++.
Tools & Software
Microsoft 365 Admin Center, React.js, Salesforce, CRM, DFM, Figma, Photoshop.
Web Development
React.js, HTML/CSS, GitHub.
Technical Support
System Administration, Software Troubleshooting, End-User Support, Technical Diagnostics, Escalation Management, Documentation, SLA Management, Post-sales Support.
Leadership & Teamwork
Mentorship, Knowledge Sharing, Team Collaboration, Cross-functional Collaboration, Training & Development, Lead Role.
Problem Solving
Analytical Skills, Complex Issue Resolution, Strategic Problem Solving.
Communication
Written Communication, Verbal Communication, Stakeholder Communication, Customer-Focused Mindset.
IT Strategy & Operations
Business-Aligned IT Strategies, Cloud Solution Piloting, Infrastructure Administration, Network Solutions Deployment, IT Operations.
Emerging Technologies
Simulation Software, AI Applications, 5G.
Graphic Design
Marketing Materials Design, Brand Messaging, Visual Campaigns.
Interests
Emerging Technologies
Simulation Software, AI Applications.
References
Mary Aibhere
Team Manager, Concierge M365, Tek Experts Rwanda, Tel: +250 798 689 829, Email: mary.aibhere@tek-experts.com
Mr. Nyagatare Marius
Managing Director, HUZA 250 Ltd, Tel: +250 787 260 494, Email: nyagataremarius@gmail.com
Mr. Clement Munyentwari
Assistant Lecturer, INES-Ruhengeri, Tel: +250 782 175 885, Email: mclement@ines.ac.rw
Mrs. Ange Belle Mwiza
Public Relations Manager, Huawei Technologies (Rwanda), Tel: +250 783 979 685, Email: ange.bella.mwiza@huawei.com