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Technical Lead – Microsoft 365 Support
Technical Lead at Teknowledge Global ltd who reduced repeat Microsoft 365 support incidents by 20%.
RwandaTechnical Lead – Microsoft 365 Support at Teknowledge Global Ltd
Promoted from Level 2 Support Engineer to Technical Lead, overseeing Microsoft 365 cloud security and compliance technologies and providing technical leadership to the support team. Managed escalations involving complex technical issues across Microsoft Purview, Microsoft Defender, OneDrive, SharePoint, Teams, Exchange Online, and Microsoft 365 licensing.
Microsoft 365Microsoft PurviewMicrosoft DefenderOne DriveSharePointTeamsExchange OnlineTechnical LeadershipMentorshipEscalation ManagementProcess Improvement
Provided advanced technical troubleshooting and real-time support to Microsoft 365 customers, diagnosing complex issues and delivering effective solutions across cloud services. Collaborated with internal technical teams to investigate and resolve critical incidents, ensuring timely resolution and minimizing disruption to customer operations.
Microsoft 365TroubleshootingCustomer SupportIncident ManagementCollaboration
Coordinated workshops and trained government staff on new digital platforms. Successfully launched nationwide government software platforms for one stop centers and provided ongoing support and maintenance for enterprise information systems.
PHPPythonMySQLSymfonyOdooPostgreSQLTrainingGovernment PlatformsEnterprise Systems
Managed communications equipment and coordinated outreach activities. Updated and maintained web content for the initiative.
Communication SkillsWeb Content ManagementOutreach
Developed WordPress websites and online advertising campaigns. Built cashier software applications for small businesses and provided data entry and IT support services.
WordPressWeb DevelopmentOnline AdvertisingCashier SoftwareData EntryIT Support
Designed and maintained organizational website. Provided day to day IT support and ensured data backup.
Web DesignIT SupportData Backup
Delivered internet support and troubleshooting for MTN customers. Installed devices and network cabling for new clients.
Internet SupportTroubleshootingNetwork CablingDevice Installation
Bachelor's Degree in Computer Science & Technology from Kigali Independent University from 2012 to 2015.
Bachelor's Degree in Computer Science & Technology from Kigali Independent University from 2012 to 2015.
A1 Diploma in Computer Science & Technology from Kigali Independent University from 2009 to 2012.
A1 Diploma in Computer Science & Technology from Kigali Independent University from 2009 to 2012.
International Diploma in Hotel Operations & Management from Cambridge International College from 2008 to 2009.
International Diploma in Hotel Operations & Management from Cambridge International College from 2008 to 2009.
A Level Diploma in Biochemistry, Mathematics & Physics from Lycée de Kigali from 2002 to 2008.
A Level Diploma in Biochemistry, Mathematics & Physics from Lycée de Kigali from 2002 to 2008.
Profile sourced from Himalayas.