Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
Timeline
Generic
Robert Tusime

Robert Tusime

Kigali,01

Summary

Forward-thinking professional offering more than 10 years of experience working in fast-paced environments. Expertise in planning, installing and maintaining large-scale systems and infrastructures. Proven leader with success in building strong teams.

Overview

10
10
years of professional experience
1
1
Certification

Work History

System Engineer

Harel Mallac Technologies
04.2023 - Current
    • Resolved issues and escalated problems with knowledgeable support and quality service.
    • Assisted employees with resolving network problems at remote locations.
    • Worked with stakeholders to determine implementation and integration of system-oriented projects.
    • Optimized networked software and operating systems by applying updates and patches.
    • Checked for accuracy and functionality during implementation of new systems.
    • Proposed technical feasibility solutions for new system designs and suggested options for performance improvement of technical components.
    • Streamlined troubleshooting processes to improve system support and enhance communication between support team and end-users.
    • Implemented networking and server changes to meet client budgets and needs.
    • Tested and analyzed equipment design and performance feasibility to determine potential ROI.
    • Conducted end-user reviews for modified and new systems.
    • Completed software updates and assessed security patches for optimized computer use.
    • Created flowcharts, diagrams and other documentation.
    • Integrated database and backup servers into enterprise systems.
    • Negotiated with vendors, outsourcers and contractors to secure contracts and set SLAs.
    • Researched software and systems products to determine purchase recommendations.
    • Performed cost-benefit and ROI analyses for proposed systems.
    • Spearheaded compliance efforts and developed best practices to drive continual process improvements.
    • Automated data collection activities to increase productivity.
    • Created system design models and specifications to support system programmers and development teams.
    • Maintained stability, integrity and efficient operation of information systems supporting organizational functions.
    • Supported system users, educating employees on troubleshooting and problem-solving protocols.
    • Suggested system updates or changes after conduct in-depth technical reviews.
    • Delivered helpdesk service and support to customers.
    • Documented system configuration, mapping and processes.
    • Verified compliance with applicable performance metrics and compatibility expectations.
    • Managed key information technology and compliance programs for proactive risk management.

Technical Head

Four Corners Transform
06.2021 - 04.2023
    • Investigated system issues and implemented resolutions to reduce downtime.
    • Assessed business requirements to create focused solutions.
    • Maintained authoritative knowledge through continued education and ongoing training.
    • Improved systems with addition of new features and infrastructure.
    • Recommended technology upgrades to improve client security.
    • Researched and adopted new technologies to add value to existing offerings.
    • Enhanced interfaces to promote better functionality for users.
    • Enhanced and reconstructed computer systems to increase efficiency.
    • Installed system updates to address vulnerabilities and reduce security issues.
    • Organized system operating procedures to strengthen controls.
    • Analyzed client business processes to propose optimal software applications for unique requirements.
    • Troubleshot systems comprised of security alarms and Internet connectivity.
    • Collaborated with stakeholders to transform client requirements into turnkey solutions.
    • Reviewed and assessed architecture design, implementation, testing and deployment needs to identify project requirements and costs.
    • Analyzed network security and current infrastructure to assess areas in need of improvement and develop solutions.
    • Led and assisted technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
    • Communicated regularly with customers concerning data exchange and technology integration.
    • Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
    • Authored best practices documentation for use in new personnel onboarding processes.

Manager, Technical Services

Symphony Technologies
05.2017 - 05.2021
    • Managed and motivated employees to be productive and engaged in work.
    • Accomplished multiple tasks within established timeframes.
    • Maintained professional, organized, and safe environment for employees and patrons.
    • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
    • Cross-trained existing employees to maximize team agility and performance.
    • Maximized performance by monitoring daily activities and mentoring team members.
    • Onboarded new employees with training and new hire documentation.
    • Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
    • Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
    • Controlled costs to keep business operating within budget and increase profits.
    • Developed and maintained relationships with customers and suppliers through account development.
    • Improved safety procedures to create safe working conditions for workers.
    • Developed and implemented business strategies to achieve business goals and stay competitive.
    • Improved marketing to attract new customers and promote business.
    • Planned and budgeted accurately to provide business with resources needed to operate smoothly.
    • Developed technical services strategies based upon clients' goals and implemented processes to achieve objectives.
    • Monitored work procedures, work schedules and expedited workflow.
    • Made technical suggestions regarding modifications to documentation, product performance and failure analysis.
    • Created, edited and implemented company policies regarding access control, vulnerability patching and virus protection to minimize security incidents.
    • Initiated process to maintain distributor and customer computer databases.

Senior Customer Engineer

Symphony Technologies
09.2013 - 05.2017
  • Took ownership of issues and set proper and realistic expectations to deliver prompt solutions.
  • Answered incoming support inquiries via chat, phone and email.
  • Delivered exceptionally high level of professionalism and support to each customer, upholding company's commitment to service.
  • Answered calls and emails at help desk to assist customers with basic support, bug fixes and configuration issues.
  • Explained complex technology-related issues in understandable terms to customers.
  • Trained customers to use and maintain equipment to reduce service issues.
  • Used remote diagnostic tools to identify sources of certain customer issues.
  • Partnered with customers, end-users and resellers to implement strategies and solutions.
  • Promoted purchase of service contracts and warranties by detailing benefits of each to customers.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Created user accounts and assigned permissions.
  • Installed and configured operating systems and applications.
  • Installed, configured and maintained computer systems and network connections.
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
  • Monitored system performance to identify potential issues.
  • Generated reports to track performance and analyze trends.
  • Configured and tested new software and hardware.
  • Offered assistance in implementing and developing training programs.
  • Removed malware, ransomware, and other threats from laptops and desktop systems.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Developed and implemented preventive maintenance procedures.
  • Assisted in development of system security protocols.
  • Tested new software and hardware prior to deployment.
  • Maintained servers and systems to keep networks fully operational during peak periods.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.

Education

Bachelor of Information Technology - Information Technology

Kampala International University
Uganda - Kampala
11.2012

High School Diploma -

Ecole Technique Paroissiale
Rwanda - Nyagatare
11.2008

Skills

  • Detect Operational Problems
  • Hardware Integration
  • Infrastructure Buildout
  • Risk Management
  • Partner Relationships
  • Project Management
  • Customer Proposals
  • Complex Problem-Solving
  • Business Continuity
  • IT Management
  • TCP/IP Protocol
  • Diagnosis and Troubleshooting
  • Data Storage Area Network Technologies
  • Switches and Routers
  • Client Service and Support
  • User Support
  • Technical Support
  • Continuous Deployment
  • Firewall
  • Printers and Peripherals
  • Troubleshooting
  • Enterprise Architecte
  • Equipment Maintenance
  • Virtual Local Area Networks
  • Wide Area Network (WAN)
  • Update Management
  • Microsoft Exchange
  • Windows Servers
  • Computer Hardware Knowledge
  • Hardware and Software Installation
  • Network Infrastructure Administration
  • Network Configuration

Accomplishments

  • Supervised team of 20 staff members.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Resolved product issue through consumer testing.
  • Successfully led the supply, installation, configuration, and migration of new IT infrastructure for AB Bank Rwanda, contributing to improved efficiency and enhanced technological capabilities (2023 - 2023).
  • Demonstrated expertise in handling complex projects by providing seamless supply and installation of servers and Tape library at NCBA Bank Rwanda (2023 - 2023).
  • Played a pivotal role in upgrading server mail services for Rwandair, ensuring reliable communication and streamlined operations (2023 - 2023).
  • Acknowledged for the impeccable supply and installation of Precision HVAC 19000BTU at Rwanda National Police (RNP), ensuring optimal cooling and equipment performance (2022 - 2022).
  • Orchestrated the successful installation of 6 Dell Edge R740 servers at Access Bank Rwanda PLC, bolstering the bank's IT infrastructure and capabilities (2022 - 2022).
  • Led the rehabilitation, renovation, and partitioning of Telecom House (RISA Project) during 2021 - 2022, contributing to the modernization of communication infrastructure.
  • Recognized for excellence in the Great Lakes Trade Facilitation Project (GLTFP) by skillfully supplying, installing, testing, and commissioning special airport systems at Kigali & Kamembe International Airports (KGL & KME) (2021 - 2022).
  • Successfully executed the FortiGate Firewall Migration at Access Bank Rwanda PLC, enhancing the bank's security measures and safeguarding sensitive data (2021 - 2021).
  • Acknowledged for the supply and installation of advanced Firewall, Access Points, and HPE Server at Agaciro Development Bank, ensuring robust cybersecurity and improved server performance (2021 - 2021).
  • Demonstrated technical expertise by supplying and installing Sophos Firewall with High Availability at Development Bank of Rwanda (BRD), contributing to enhanced network security (2020 - 2020).
  • Played a key role in supplying and installing comprehensive ICT systems, network, and security infrastructure at Capital Market Authority (CMA), facilitating efficient operations and data management (2020 - 2020).
  • Contributed to the power upgrade project at Kigali International Airport, elevating the airport's operational capacity and ensuring a reliable power supply (2018 - 2021).
  • Successfully provided maintenance and repair services for ICT equipment under the framework contract for Rwanda Development Board (RDB) during 2018 - 2020.
  • Demonstrated project management skills by supplying and installing electrical and plumbing materials for the Rwanda Information Society Authority (RISA) during 2018 - 2019.
  • Recognized for leading the Data Centre Upgrade and Servers Replacement project at the National Bank of Rwanda (BNR), ensuring improved data storage and system efficiency (2018 - 2019).
  • Successfully optimized the core systems at the Business Development Fund (BDF), enhancing their operational efficiency and resource management (2018 - 2018).
  • Played a vital role in the supply and installation of Inrow Airflow Cooling System and Accessories for the Ministry of Finance and Economic Planning (MINECOFIN) during 2017 - 2018.
  • Demonstrated technical expertise by supplying and installing an Electrical 1100KVA Diesel Generator with an Integrated Automatic Change Over for the Ministry of Finance and Economic Planning (MINECOFIN) in 2017.
  • Successfully implemented a new modular data center at Rwamagana BNR Branch for the National Bank of Rwanda (BNR) in 2016, ensuring secure and efficient data management.
  • Spearheaded the supply and installation of LAN equipment to 250 sector offices in Rwanda, empowering regional development and connectivity (2016 - 2016).
  • Ensured seamless connectivity by providing services to connect a new generator to RDB Building HVAC at Rwanda Development Board (RDB) during 2016 - 2016.
  • Recognized for supplying and installing data center equipment in Kigali City Hall in 2015, contributing to improved data storage and management for government operations.
  • Successfully supplied and installed a 160KVA UPS for IT equipment at the National Bank of Rwanda (BNR) in 2015, ensuring uninterrupted power supply and data protection.
  • Played a vital role in establishing network infrastructure at Rwanda Utilities Regulatory Authority (RURA) offices, facilitating efficient regulation and communication (2015 - 2015).
  • Demonstrated technical expertise by supplying, installing, and commissioning court room technologies in the Supreme Court during 2014 - 2015.
  • Acknowledged for providing a reliable power solution by supplying and installing a 275KVA Generator for Air-Conditioning System at Rwanda Development Board (RDB) in 2014.
  • Successfully installed Cyberoam UTM at the National Institute of Statistics Rwanda (NISR), enhancing network security and data protection (2014 - 2014).
  • Acknowledged for providing consistent maintenance and support services for ICT equipment at various government and private institutions, ensuring uninterrupted operations (2013 - 2020).
  • Played a key role in the network infrastructure and LAN rehabilitation project at Rwanda Utilities Regulatory Authority (RURA) offices (Main Building) in 2013.
  • Successfully supplied and installed network equipment and cabling systems for ICT labs at the Workforce Development Authority (WDA) in 2013, promoting education and skill development.


    • These achievements highlight My technical expertise, project management skills, and the ability to deliver successful projects across various sectors. They demonstrate My commitment to ensuring efficient and reliable IT infrastructure for different organizations.

Certification


6. Lenovo Certifications:

  • Data Center Technical Sales Certification.
  • Storage Certification.
  • Hyperconverged Certification.


7. Fortinet Certifications:

  • NSE 1: The Threat Landscape Certification.
  • NSE 2: Unified Threat Management (UTM) Solution Certification.
  • NSE 3: Network Security Associate Certification.


8.Sophos Certifications:

  • Certified Sales Consultant Certification.
  • Central Overview-Engineer Certification.


These professional certifications showcase my expertise in various areas of IT infrastructure, network security, data center solutions, and storage technologies. They demonstrate my commitment to staying updated with industry standards and technologies.

Languages

English
Proficient
C2
French
Upper intermediate
B2

Timeline

System Engineer

Harel Mallac Technologies
04.2023 - Current

Technical Head

Four Corners Transform
06.2021 - 04.2023

Manager, Technical Services

Symphony Technologies
05.2017 - 05.2021

Senior Customer Engineer

Symphony Technologies
09.2013 - 05.2017

Bachelor of Information Technology - Information Technology

Kampala International University

High School Diploma -

Ecole Technique Paroissiale

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Robert Tusime