Summary
Overview
Work History
Education
Skills
Certification
Awards
Timeline
Generic
Yvan Cyusa

Yvan Cyusa

Team Manager
Rwanda, Kigali

Summary

Motivated and goal-driven IT professional with a BSc in Computer Science and over 3 years of experience in customer and technical support. Passionate about leveraging technical expertise to drive innovation and deliver impactful results in the evolving tech industry. Currently seeking to advance both academic and professional growth through a Master’s program in technology-focused disciplines.

Overview

4
4
years of professional experience
19
19
years of post-secondary education
2
2
Certifications
4
4
Languages

Work History

Team Manager (OpenText Products)

TeKnowledge
08.2022 - Current
  • Managed and assisted a team of Technical Support Engineers working on OpenText products delivering Level 1 and Level 2 support across OpenText enterprise Software Products.
  • Diagnosed and resolved issues related to software, and system performance, ensuring minimal business disruption.
  • Acted as the primary escalation point for complex technical incidents, ensuring resolution by engaging with engineering teams and leveraging deep product knowledge.


  • Oversaw incident management workflows in tools such as Salesforce, and internal systems to track ticket lifecycle, SLA adherence, and performance metrics.
  • Collaborated with engineering and product teams to provide technical feedback on product bugs and feature improvements based on customer case analysis.
  • Developed and maintained knowledge base articles, and technical documentation to support incident resolution and team onboarding.
  • Conducted technical training and onboarding for new support engineers, including sessions on troubleshooting techniques, product architecture, and diagnostic tools.
  • Utilized data analytics tools (e.g., Excel, Power BI) to monitor technical case trends, analyze team KPIs, and drive process optimization initiatives.


Technical Support Engineer ( OpenText Products)

Teknowledge
09.2021 - 07.2022
  • Provided global support to enterprise-level customers, troubleshooting technical software issues.
  • Supported Team Manager and served as the escalation point for complex cases.
  • Developed and maintained knowledge base articles, and technical documentation to support incident resolution and team onboarding.
  • Delivered first line and second line technical support to Software clients via phone, email, and remote sessions.
  • Diagnosed and resolved issues related to software, and system performance, ensuring minimal business disruption.
  • Logged, tracked, and closed support tickets using Salesforce, consistently meeting or exceeding SLA targets.
  • Collaborated with engineering, and product teams to support system updates and deployment.

Technical Support Intern

Rwanda Revenue Authority (RRA)
07.2021 - 09.2021
  • Led intern team activities and reported daily outcomes from my deployment to management.
  • Delivered frontline and second-level support for the EBM/e-Invoicing system, assisting taxpayers and internal users with registration, configuration, and daily operations.
  • Handled system-related inquiries and incidents from taxpayers via phone, email, and onsite visits, ensuring timely resolution in compliance with service level agreements.
  • Diagnosed system errors, network issues, or misconfigurations affecting invoice generation or submission, and collaborated with software vendors or developers when escalation was required.
  • Maintained a high level of user satisfaction and trust, playing a key role in boosting national adoption of the e-invoicing system.

Web Developer Intern

Umuseke (Ingazi Fund)
02.2021 - 06.2021
  • Assisted in the design, customization, and maintenance of websites using WordPress, focusing on both front-end development and content management.
  • Customized themes and templates using HTML, CSS, and basic PHP, ensuring responsive design and brand consistency.
  • Installed, configured, and updated WordPress plugins to add site functionality.
  • Participated in regular team meetings and documentation efforts, learning how to deliver client-ready websites within project timelines.

Education

Bachelor of Science - Computer Science

University of Rwanda

High School Diploma -

College St Andre (CSA)
Kigali
04.2001 -

Skills

  • People & Team Management
  • IT Support & Troubleshooting
  • Customer Relationship Management (CRM)
  • Data Analysis & Reporting
  • Process Optimization
  • Customer service
  • Performance coaching
  • Leadership & Coaching
  • Customer focus
  • Analytical thinking

Certification

Trailblazers Program, TeKnowledge, 2023

Awards

Excellence in Action Winner, Q1 2025,Teknowledge

Best EMEA Manager, Q3 2023 and Q2 2024 Teknowledge

Timeline

Team Manager (OpenText Products)

TeKnowledge
08.2022 - Current

Technical Support Engineer ( OpenText Products)

Teknowledge
09.2021 - 07.2022

Technical Support Intern

Rwanda Revenue Authority (RRA)
07.2021 - 09.2021

Web Developer Intern

Umuseke (Ingazi Fund)
02.2021 - 06.2021

High School Diploma -

College St Andre (CSA)
04.2001 -

Bachelor of Science - Computer Science

University of Rwanda

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Yvan CyusaTeam Manager