Summary
Overview
Work History
Education
Skills
Accomplishments
LANGUAGES
Timeline
References
CAREER OBJECTIVES
Disclaimer
Generic

Joshua Imanishimwe

Kigali

Summary

My dynamic background has prepared me to excel in this hands-on IT role. With extensive knowledge in a variety of systems, platforms and applications, my technical and leadership abilities position me ready to in this challenging and energizing role. Additionally, my demonstrated skills in team collaboration and leadership will allow me to become an immediate asset to any team.

Overview

5
5
years of professional experience

Work History

Technical Support Engineer level 2 (Microsoft Support)

Tek Experts (now Teknowledge)
07.2023 - Current
  • Serve as the primary technical contact, providing advanced troubleshooting and problem resolution for Microsoft corporate customers.
  • Supported integrations between Dynamics 365 F&O and Azure services including Active Directory and Logic Apps.
  • Assisted in troubleshooting Azure-hosted environments, including virtual machines and deployment pipelines.
  • Specialize in ERP system support and optimization, focusing on Microsoft Dynamics 365 Finance and Operations (F&O).
  • Offer expert guidance on ERP functionalities, integrations, and system performance enhancements.
  • Used Azure DevOps to collaborate on case escalations, track issues, and manage technical documentation.
  • Familiar with CI/CD concepts and deployment pipelines used in Dynamics 365 development.
  • Participated in version control and code tracking using Git repositories during collaborative troubleshooting.
  • Conduct in-depth research on technical issues and provide effective solutions.
  • Collaborate across teams and engage with subject matter experts to resolve complex cases.
  • Manage critical customer issues, ensuring clear communication and action plans.

IT Support officer

IMPROVED HUB LTD
03.2020 - 03.2023
  • Performed hardware and software maintenance for company IT infrastructure.
  • Provided phone, remote, and on-site support for hardware and software issues.
  • Managed and troubleshooted network hardware, including Cisco routers/switches and firewalls, ensuring secure and efficient network operations.
  • Managed Windows Server administration and network troubleshooting.
  • Implemented data security and backup management systems.
  • Installed and configured CCTV surveillance and video conferencing systems.

Education

BA - Information and Technology

University of Kigali (UoK)
11-2025

Advanced Diploma (Associate Degree) - Information and Technology

Rwanda Polytechnic (RP)
05.2023

National Advanced Certificate of Technical Secondary Education (A2) - Computer Science

G.S BTR Rwamiko
12.2018

Skills

  • 2 years of experience with CRMs including Zendesk, Salesforce, HubSpot, and Microsoft internal tools, managing customer tickets, troubleshooting issues, and delivering responsive support across multiple platforms
  • Skilled in ERP system support, particularly Microsoft Dynamics 365 Finance & Operations (F&O)
  • Currently learning X, with a focus on extending Microsoft Dynamics 365 functionality
  • Proficient in Unix/Linux systems and familiar with CISCO technologies
  • Strong background in customer support, including handling technical inquiries, troubleshooting system issues, and maintaining clear ticket documentation
  • Experienced with email servers (Exchange, Outlook), Active Directory, fax and VOIP/FOIP system integration
  • Hands-on experience with networking protocols, Windows Server administration, data security, and backup systems
  • Conduct Kusto Query Language (KQL) queries in Azure Data Explorer to retrieve and analyze telemetry, identify root causes, track API failures, and support incident resolution
  • Proficient with API testing and debugging using Postman, HTTP requests, and JSON data structures
  • Solid foundation in data analytics, performance metrics tracking, and deriving actionable insights from system logs
  • Programming skills in HTML, JavaScript, CSS, PHP; basic Python scripting and SQL querying
  • Familiar with Oracle Database and general database troubleshooting
  • Comfortable using Jira, Mondaycom, and other ticketing systems to manage and resolve complex support cases
  • Adept at working across cross-product environments and collaborating with subject matter experts and escalation teams
  • Contribute to process improvements and knowledge base development to enhance service delivery
  • Proficient with Google Workspace (Docs, Sheets, Gmail), Slack, and other remote collaboration tools
  • Able to multitask across multiple tools and systems in fast paced environments
  • Supported SaaS applications with a strong understanding of cybersecurity principles to ensure secure and reliable service delivery
  • Motivated to learn Lucene Query Language and deepen API integration skills

Accomplishments

  • Promoted from Tier 1 to Tier 2 Technical Support Engineer within 6 months due to exceptional performance.
  • Recognized by management for consistently maintaining a high customer satisfaction rating (>95%).
  • Always met key performance metric CSAT (Customer Satisfaction Score), demonstrating strong client trust and service quality.
  • Maintained a high case closure rate, regularly closing a large volume of cases in short timeframes while maintaining quality.
  • Successfully handled critical escalations, reducing case resolution time by 30%.
  • Played a key role in onboarding and mentoring new support staff, improving team efficiency.
  • Developed internal troubleshooting guides that reduced repeat issues and improved first-call resolution rates.
  • Met or exceeded performance targets every quarter through strong technical support and customer engagement.

LANGUAGES

English - Proficient
Kinyarwanda – Native
Kiswahili – Beginner

Timeline

Technical Support Engineer level 2 (Microsoft Support)

Tek Experts (now Teknowledge)
07.2023 - Current

IT Support officer

IMPROVED HUB LTD
03.2020 - 03.2023

BA - Information and Technology

University of Kigali (UoK)

Advanced Diploma (Associate Degree) - Information and Technology

Rwanda Polytechnic (RP)

National Advanced Certificate of Technical Secondary Education (A2) - Computer Science

G.S BTR Rwamiko

References

-Eric Munyarugamba – Managing Director, Improved Hub Ltd Phone: +250 788 569 255 Email: mueric31@gmail.com

-Stephanie Uwase – Team Manager, Tek Experts (now Teknowledge) Phone: +250 788 780 675 Email: steuwase@teknowledge.com

-Gloria Kaligirwa – Country HR Manager, Tek Experts (now Teknowledge) Phone: +250 788 642 333 Email: gloria.kaligirwa@teknowledge.com

CAREER OBJECTIVES

  • Leverage 2+ years of experience in CRM and ERP support to deliver effective technical solutions.
  • Provide expert customer support by troubleshooting complex IT and network issues.
  • Utilize data analytics and Kusto Query Language (KQL) to inform and improve decision-making.
  • Expand skills in Microsoft Dynamics 365, X++ development, cloud computing and cybersecurity.
  • Support SaaS applications with a strong focus on security and system reliability.
  • Pursue continuous growth in cloud technologies, cybersecurity, and all aspects of IT to drive innovation and excellence.

Disclaimer

I hereby certify that the information provided is accurate to the best of my knowledge. IMANISHIMWE Joshua

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