Jean De Dieu Hakizuwera
KIGALI
Summary
Results-oriented IT professional with a Bachelor's degree in Information Technology and currently pursuing a Master's degree in IT at UNILAK. Over four years of hands-on experience in technical and IT support roles, including significant contributions at the Rwanda Revenue Authority (RRA) and Tek-Experts Rwanda. Strong expertise in IT support, system administration, Python programming, and artificial intelligence & machine learning development. Proven ability to design, troubleshoot, and optimize diverse IT systems and infrastructures. Recognized for delivering efficient, user-focused technical solutions that enhance system reliability and performance. Holds an ITIL 4 certification and is fluent in English and French, with native proficiency in Kinyarwanda. Flexible Technical Support Engineer with 5 years of experience helping clients maintain smooth operations. Expertise in Different systems and environments. Commended for rapidly and effectively resolving downtime and efficiently integrating new hardware and components.
Overview
6
6
years of professional experience
1
1
Certification
3
3
Languages
Work History
EBM Technical Support Intern
Rwanda Revenue Authority (RRA)
Kigali, Rwanda
07.2020 - 07.2026
- Demonstrated commitment to continuous learning by attending relevant training sessions and workshops to stay updated on industry trends and advancements.
- Participated in weekly team meetings to discuss ongoing projects, share progress updates, and brainstorm solutions for challenges faced.
- Provided support to the sales team during product demos or client presentations by addressing technical questions or concerns raised by potential customers.
- Developed strong problem-solving and critical thinking skills to tackle complex issues under tight deadlines while maintaining a customer-centric approach at all times.
- Provided remote support for clients using various communication channels such as phone calls, emails, or live chat platforms.
- Gained proficiency in various operating systems, software applications, and hardware devices through rigorous hands-on training sessions.
Technical Support Engineer
Teknowledge Rwanda
Kigali, Kigali
09.2021 - Current
- Maintained servers and systems to keep networks fully operational during peak periods.
- Microsoft Dynamics 365 CRM Support (Level 2) – Advanced troubleshooting and resolution of complex CRM incidents, service requests, and system defects
- Case & Incident Management – Root cause analysis, escalation handling, and resolution within SLA using ITSM best practices
- User & Security Management – Role-based access control, user provisioning, permission configuration, and security role troubleshooting
- Customization & Configuration – Entity customization, form and view configuration, workflows, business rules, and process automation
- Data Management – Data imports/exports, data validation, duplicate detection, and issue resolution related to data integrity
- Integration Support – Troubleshooting CRM integrations with third-party systems, APIs, and Microsoft ecosystem tools
- System Administration – Environment monitoring, performance optimization, solution deployment, and change management
- Power Platform – Support for Power Automate flows, Power Apps, and Power BI integrations within Dynamics 365
- SQL & Reporting – Advanced querying, report troubleshooting, and dashboard support
- User Support & Training – Providing second-line support, technical guidance, and end-user training to improve adoption
- Documentation & Knowledge Management – Creating technical documentation, KB articles, and support runbooks
- Compliance & Security – Ensuring data security, system compliance, and adherence to organizational and regulatory policies
Education
Master of Science - Information Technology
UNILAK
Kigali06.2026
Bachelor of Science - Information Technology
University of Rwanda
Kigali11.2019
Skills
Systems Maintenance (MICROS POS, Materials Control, Lightspeed, Microsoft 365, Sage 300)
Network Administration (Access points, Switches, Routers)
ITIL framework
Troubleshooting methods
Linux administration
Data entry proficiency
Problem-solving abilities
Technical issues analysis
Troubleshooting network issues
Help desk support
VPN management
TCP/IP
Task prioritization
Certification
ITIL 4 Foundation
Timeline
Technical Support Engineer
Teknowledge Rwanda
09.2021 - Current
EBM Technical Support Intern
Rwanda Revenue Authority (RRA)
07.2020 - 07.2026
Bachelor of Science - Information Technology
University of Rwanda
Master of Science - Information Technology
UNILAK