Nzeyimana Fahim

Technical Lead | Technical Support Engineer

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 Experience

Technical Lead - Microsoft 365

Tek Experts Rwanda

May 2024 - Present

Kigali, Kigali, RW

Led post-sales technical support for Microsoft 365 products, diagnosing complex issues and mentoring junior engineers to enhance team efficiency and knowledge.

  • 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.

Technical Support Engineer - Microsoft 365

Tek Experts Rwanda

Apr 2023 - May 2024

Kigali, Kigali, RW

Provided comprehensive end-user and administrative support for Microsoft 365 services, consistently exceeding performance targets and contributing to product improvement.

  • 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.

Systems & Infrastructure Administrator / IT Manager

Huuza Agency Group Ltd.

Aug 2022 - Apr 2023

Kigali, Kigali, RW

Administered critical Windows and Linux IT infrastructure, deploying software and network solutions while leading training and implementing business-aligned IT strategies.

  • 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.

Graphic Designer

Ikaze Cafe Shop

Jan 2019 - Dec 2020

Kigali, Kigali, RW

Designed impactful marketing materials and collaborated on visual campaigns, strengthening brand messaging and market presence for Ikaze Cafe Shop.

  • 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

Computer Science (Software Engineering)

INES Ruhengeri

Jan 2020 - Dec 2023

Ruhengeri, Northern Province, RW

Mathematics, Chemistry and Biology

Ecole de Science Nyamagabe

Jan 2016 - Dec 2018

Nyamagabe, Southern Province, RW

Certificates

Certificate of Recognition – Microsoft 365 Line of Business

Tek Experts Rwanda

Jan 2024

Microsoft 365 Technical Concierge Product Training

Microsoft

Jan 2023

User Interface Design Workshop - Figma, Photoshop, Web Design

ACCES Rwanda

Jan 2022

Product Development & Innovation

ACCES Rwanda

Jan 2022

React JS Training

Solvlt Rwanda

Jan 2022

Huawei Seeds for the Future Program - Cloud Computing, 5G, AI

Huawei

Jan 2022

Languages

English , French , Kinyarwanda

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: [email protected]

Mr. Nyagatare Marius

Managing Director, HUZA 250 Ltd, Tel: +250 787 260 494, Email: [email protected]

Mr. Clement Munyentwari

Assistant Lecturer, INES-Ruhengeri, Tel: +250 782 175 885, Email: [email protected]

Mrs. Ange Belle Mwiza

Public Relations Manager, Huawei Technologies (Rwanda), Tel: +250 783 979 685, Email: [email protected]