Ray Ntagozera
Kigali
Summary
Led initiatives to enhance operational efficiency through effective troubleshooting of IT application issues. Championed innovative solutions and optimized processes to streamline workflows. Managed projects by leveraging data analysis and problem-solving skills to navigate complex challenges.
Overview
17
17
years of professional experience
1
1
Certification
Work History
ANALYST, I.T APPLICATIONS
NCBA BANK RWANDA
10.2019 - Current
- Perform core banking system (T24) close of business (COB) processes
- Perform system optimization, plan, install, support, maintain, upgrade and change IT Systems to ensure that the service provided by these Systems is within the agreed Service Level Agreements (SLAs)
- Ensure optimal/maximum availability of the IT Applications systems
- Analyse and troubleshoot problems within the business systems and engage users and stakeholders in identifying shortcomings in the IT Applications systems and related applications providing technical advice on enhancements, testing and implementing solutions developed
- Escalate and follow up to resolution any issues raised to the vendors without undue delay and coordinate the resolution
- Speedy closure of the issues and problems assigned to the analyst with pro-active prioritization and feedback
- Perform administrative tasks on IT Applications and Operating systems
- Develop, document and continuously improve methodology and procedures within the IT Applications unit of the department
- Provide technical advice and guidance to users and stakeholders regarding the IT Applications systems and related applications
- Continuously research on the evolving technologies and best practices and identify interventions that the bank should adopt
- Participate in projects and change control as directed by IT management and assist or execute special projects in liaison with Enterprise project management officers
- Knowledge transfer and training of application support teams and develop skills within IT.
I.T CUSTOMER DEVELOPMENT/PROJECT IMPLEMENTER
UNILEVER RWANDA / SERVETECH SYSTEMS KENYA
03.2016 - 06.2017
- Responsible to support other fellow users (End Users) within his or her area in regards to addressing their 'how-to' questions in using the system, conduct training for new users (on-boarding) and refresher training to improve the knowledge of existing users, and to support his or her Process Champion in implementing Process Changes which include testing the solutions and updating relevant documentations.
I.T SUPPORT ENGINEER
BRITAM Rwanda (Group)
08.2013 - 04.2015
- To provide and manage the end to end IT supports requirements for office automation, user computing, hardware, software and applications for the business users
- Ensure service availability and performance of all IT systems and applications through proper monitoring and fault detection as per defined KPI's and ensure correct escalation procedures are followed
- IT Service Operation Centre (IT SOC)
- Ensure service availability and performance of all IT systems and applications through proper monitoring and fault detection as per defined KPI's and ensure correct escalation procedures are followed
- 1st Line Support - Tier 1 _ Taking initial telephone or email inquiries and troubleshooting and managing relatively simple hardware, software and network problems that can be resolved.
NETWORK CORE ENGINEER
I.B.S (Intelligent Building Solutions)
07.2011 - 04.2012
- Supervising technical installation of data equipment
- Scheduling of technical duties in at the site
- Liaising with the civil engineers to come up with work plans
- Overseeing the proper use of materials
- Designing the network infrastructure for the renovated areas.
NETWORK CORE ENGINEER
Dash-S Technologies
01.2011 - 06.2011
- Creating and maintaining databases
- Project supervisions such as installation of DBMS at Immigrations Office
- Designing and implementation of network infrastructure for various projects
- Providing conclusive reports on running project undertaken.
SERVICE CENTRE AGENT (FRONT DESK) CUSTOMER OPERATION
Dash-S Technologies
08.2010 - 01.2011
- To attend to walk-in customers and carry out sales for pay as you go products, handsets, accessories and all other MTN products and services
- To advise customers on quality and price benefit of MTN packages, products and services
- Assist customers with loading pre-paid cards and filling in post-paid contracts for credit vetting and activation
- Obtain relevant stock from stores as per customer purchases and avoid stock outs
- Daily reconciliation of service centre sales with stock issued for sale
- To follow up on customer queries and provide feedback as quickly as possible
- Activation and deactivations of value-added services as per customer request
- To advise customers on data products and services appropriate to their needs
- To configure data services on customer handsets and computers as needed
- Receive faulty handsets under warranty from customers and log them for repairs and dispatch them to owners after repair
- Practice customer care ethics with a high-level customer care attitude.
AGENT UNDER BUSINESS SOLUTION, CUSTOMER OPERATIONS, DATA DEPARTMENT
M.T.N Service Centre
01.2010 - 01.2009
- Guarantee that all data customers are satisfied with the helpfulness and competence of the support they receive
- Market all MTN data products and services and advise customers on the product that will meet their needs
- Electively communicate with all walk-in customers in the business solutions centre
- Educate and guide MTN customers through support interfaces and troubleshooting processes
- Configure all MTN data services on customer's devices
- Perform customer support both during business hours and remain on call after working hours
- Document all symptoms, troubleshooting steps and compose professionally written emails based on audience capability and needs.
CALL CENTRE AGENT
C.E.T
01.2009 - 01.2008
- Configure all MTN data services on customer's devices
- Perform customer support both during business hours and remain on call
- Hardware, networked peripheral devices, and networking hardware products
- Where required, install, configure, test, maintain, monitor, and troubleshoot associated end-user workstation software and networking software products.
Education
MSC - Computing and Information Systems in Computer Information Systems Candidate
Liverpool John Moores University
09.2026
Bachelor in Business Information Technology.BBIT - Information And Computer Systems
Mount Kenya University
Kigali01.2005
International Advanced Diploma - undefined
K.I.S.T (N.C.C)
01.2001
Certificate - undefined
Kenya School of Professional Studies
01.2001
Course - undefined
Institute of Advanced Technology
01.2001
O Level Certificate - undefined
Nairobi School
01.2001
undefined
Shepherds Junior School
01.2001
Skills
- Take-charge person who resolves difficult situations under adverse conditions
- Innovative trouble shooter and problem-solver that excels at developing creative ideas
- Highly motivated self-starter who maintains high team moral during difficult times Work well in both team environments and individual assignments
- Focused on customer and business needs, rather than functional needs
- Project Management
- Project Planning
- InfoSec
- Team building
- SQL and Databases
- Root Cause Analysis
- Strategic Planning
- Documentation And Reporting
- Analytical Thinking
- Program Evaluation
- Problem-Solving
- Intrusion Detection
- Teamwork and Collaboration
- Process enhancement
- Multitasking Abilities
- Interpersonal Skills
- Team Collaboration
- Evidence-Based Decision Making
- Python Programming
- Business Operations Analysis
- Decision-Making
- Attention to Detail
- Multitasking
- Analytical Skills
Certification
- 2011-2013, Certified Cisco CCNA Network and Security
- AML Certification
- ITIL Certified Foundation v1
- Crisis Management certification.
LANGUAGES
Kinyarwanda Native Native
French Conversational Learning institution
English Advanced Learning institution
Swahili Advanced Learning institution
References
- LINA, HIGIRO, Director Regional Business NCBA Group. Former CEO., Lina.higiro@ncbagroup.com, 0788304840, NCBA GROUP KE
- CHRISTIAN, DINGIDA, Head Of Operations Colleague., Christian.Dingida@ncbagroup.com, 250788309365, NCBA BANK Rwanda
- OLIVIER, BIVEGETE, Head Of Information Technology My Line Manager, olivier.bivegete@ncbagroup.com, 250788864314, NCBA BANK RWANDA
HOBBIES AND INTERESTS
Playing Rugby and Basketball, Helping others in society (Church Volunteer Activities), Reading for new knowledge, Travelling and experiencing new cultures, Hiking and cycling
Accomplishments
2024 and 2025 has come with challenges and success in terms of implementing of NCBA's Mobile and internet Banking for all subsidiaries including Rwanda. CIB Corporate Internet Banking, the first Cloud based Internet solution in the region and being apart of such a significant project has enhanced my understanding and given me an opportunity to be apart of the 'Pamoja' project.
Timeline
ANALYST, I.T APPLICATIONS
NCBA BANK RWANDA
10.2019 - Current
I.T CUSTOMER DEVELOPMENT/PROJECT IMPLEMENTER
UNILEVER RWANDA / SERVETECH SYSTEMS KENYA
03.2016 - 06.2017
I.T SUPPORT ENGINEER
BRITAM Rwanda (Group)
08.2013 - 04.2015
NETWORK CORE ENGINEER
I.B.S (Intelligent Building Solutions)
07.2011 - 04.2012
NETWORK CORE ENGINEER
Dash-S Technologies
01.2011 - 06.2011
SERVICE CENTRE AGENT (FRONT DESK) CUSTOMER OPERATION
Dash-S Technologies
08.2010 - 01.2011
AGENT UNDER BUSINESS SOLUTION, CUSTOMER OPERATIONS, DATA DEPARTMENT
M.T.N Service Centre
01.2010 - 01.2009
CALL CENTRE AGENT
C.E.T
01.2009 - 01.2008
MSC - Computing and Information Systems in Computer Information Systems Candidate
Liverpool John Moores University
International Advanced Diploma - undefined
K.I.S.T (N.C.C)
Certificate - undefined
Kenya School of Professional Studies
Course - undefined
Institute of Advanced Technology
O Level Certificate - undefined
Nairobi School
undefined
Shepherds Junior School
Bachelor in Business Information Technology.BBIT - Information And Computer Systems
Mount Kenya University