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Work Background
TeKnowledgeOperations Manager || MS Dynamics Business
Oct. 2024Rwanda, KigaliMicrosoft Dynamics Support operations: Europe, Middle East and Africa Support Operations Manager. - Ensure that all targets and SLAs are met at a global level. - Deliver the business plan, aligning customer and TeKnowledge strategy while maximizing operational excellence. - Establish and monitor operational processes to meet or exceed customer expectations and ensure high customer satisfaction. - Implement process improvements, including change management, to enhance performance for clients or reduce costs for the company. - Ensure the right balance of resources to maintain service delivery within agree-upon budgets. - Drive business strategy for the site to maximize operational excellence in accordance with the overall organizational strategy. - Implement operational processes to successfully manage site activities and seek out cost-effective solutions that improve strategic and tactical operations. - Coach, mentor and inspire the first line management team to live the Tek Experts values and achieve high employee engagement, to work with people, to structure teams, and to evaluate team performance. - Lead resource planning processes that grow internal talent and create contingencies for short-term capacity gaps. - Develop and implement KPIs to measure effectiveness and ensure business goals are met. Build managerial capability within the management team and pipeline related to the employee lifecycle.
TeKnowledgeTeam Manager || OpenText Business
Jun. 2023 - Oct. 2024Rwanda, KigaliEurope,Middle East and Africa Technical support Team Manager - Ensuring exceptional customer support to maximize customer satisfaction and business continuity - Manage and coordinate Technical support service team to ensure exceptional customer service across technical service lines. - Support personal development of the team through training and coaching. - Act as the focus point for primary escalation point of the team’s operational issues and customer delivery management. - Provide accurate and timely communication to all stakeholders involved in a customer support issue. - Provide analytical reports for operational and business review meetings. - Monitor D2D KPIs to ensure proper business delivery. - Review processes and workflows to diagnose areas of improvement and propose improvement plans where gaps are found. - Manage, Own, monitor and coordinate all escalated cases.
TEK KNIGHTSCo-Founder
Jan. 2023Kigali City, RwandaIT Services and consultancy. We Offer expert guidance and support to organizations across a spectrum of information technology domains, including but not limited to software development, network infrastructure, cybersecurity, and strategic IT planning.
HuaweiKey Account Relationship Manager - HUAWEI Enterprise Business Group
Jan. 2021 - Jul. 2023Kigali City, Rwanda- B2G & B2B Account relationship management. - B2G & B2B Sales and Marketing. - Enterprise Project transaction quality. - Develop Insights based on analysis from customers inputs and industry trends to help sales and marketing teams deepen their market influence and build long-lasting customer relationships. - Providing strategic ICT Solutions to key accounts in Government, Security, SME, Education and Health sector. -Forecast and track key account metrics through CRM. - Developing and maintaining long lasting customer relationships at all Organization Level. - Lead both solutions and delivery teams to meet organisational goals
HuaweiFixed network Service Engineer/IP&Access Network
Nov. 2019 - Jan. 2021Rwanda- Responsible for the configuration, installation, and integration of Huawei IP network devices and services, including routers, switches, firewalls, load balancers, VPNs, and Quality of Service (QoS). - Perform routine and advanced network maintenance and system upgrades, such as deploying service packs, patches, hotfixes, and applying security configurations to ensure optimal performance and secure network operations. Troubleshoot and resolve network issues, ensuring minimal downtime and maintaining high network reliability and availability. - Collaborate with cross-functional teams to design and implement network solutions aligned with business needs. - Ensure compliance with industry best practices and security standards during network deployment and maintenance activities.
BCEG RwandaHeavy Equipment and Trucking Logistics Coordinator.
Sep. 2019 - Nov. 2019Rwandasupported the coordination and management of machinery and trucking logistics, ensuring efficient movement of equipment and construction materials.
JINAN QINGONG INTERNATIONAL TRADE CO.,LTDElectrical and automation Engineer Intern
Jan. 2019 - Mar. 2019Jinan, Shandong, ChinaAssistant Engineer intern in Design, plan and implementation of Trucks and machinery electrical systems at Manufacturing level
MTN RwandaSales Officer (MTN Escale Franchisee)
Dec. 2014 - Aug. 2015Wholesale of MTN MoMo, Credits and other MTN Products.
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