Kigali City, Rwanda
As a Technical Support Engineer with a strong background in software development, I bring a unique blend of skills to provide comprehensive technical assistance and support. With expertise in PHP, Laravel, JavaScript, HTML, CSS, Postgres, and SQL, I have a deep understanding of backend technologies and the ability to troubleshoot complex software issues. Having worked as a full-stack software developer, I have experience in all aspects of the development process, from designing and coding to testing and deployment. This background allows me to effectively communicate with end users, system administrators, and solution integrators, identifying and diagnosing their needs while providing guidance on issue resolution. In my current role as a Technical Support Engineer, I utilize my technical knowledge to apply appropriate remediation steps, reproduce customer issues in lab environments, and collaborate with technical leads and subject matter experts when needed. I maintain meticulous documentation of cases, ensuring consistent adherence to customer commitments, prescribed protocols, and processes. My passion for software development, combined with my dedication to customer satisfaction, enables me to deliver efficient, reliable, and user-friendly support solutions. If you are seeking a Technical Support Engineer with a strong software development background and a commitment to excellence, I am confident in my ability to contribute to your organization's success.
As a Senior Technical Support Engineer - Microsoft Dynamics 365 Commerce and Supply Chain Management (ERP) My responsibilities include but are not limited to the following: ● I communicate with the customers via phone, email, and chat to identify, diagnose, and troubleshoot their needs, providing guidance on issue resolution. ● Collaborated with cross-functional teams to investigate and address complex technical problems, ensuring prompt resolution and customer satisfaction. ● Apply technical knowledge relevant to the solution using technical documentation to identify appropriate remediation steps, identify escalated urgent situations impacting business priorities, troubleshoot, reproduce customer issues in lab environments, and seek guidance from technical leads and subject matter experts as needed. ● Mentor junior team member by offering guidance when needed or requested by management.
As a Senior Technical Support Engineer - Microsoft Dynamics 365 (ERP) My responsibilities include but are not limited to the following: ● I communicate with the customers via phone, email, and chat to identify, diagnose, and troubleshoot their needs, providing guidance on issue resolution. ● Collaborated with cross-functional teams to investigate and address complex technical problems, ensuring prompt resolution and customer satisfaction. ● Apply deeper technical knowledge relevant to the solution using technical documentation to identify appropriate remediation steps, identify escalated urgent situations impacting business priorities, troubleshoot, reproduce customer issues in lab environments, and seek guidance from product teams as needed. ● Mentor junior team member by offering guidance when needed or requested by management.
As a Technical Support Engineer II - Microsoft Dynamics 365 Finance and Operations (ERP) My responsibilities include but are not limited to the following: ● I communicate with the customers via phone, email, and chat to identify, diagnose, and troubleshoot their needs, providing guidance on issue resolution. ● Collaborated with cross-functional teams to investigate and address complex technical problems, ensuring prompt resolution and customer satisfaction. ● Apply technical knowledge relevant to the solution using technical documentation to identify appropriate remediation steps, identify escalated urgent situations impacting business priorities, troubleshoot, reproduce customer issues in lab environments, and seek guidance from technical leads and subject matter experts as needed. ● Mentor junior team member by offering guidance when needed or requested by management.
As a Technical Support Engineer - Microsoft Dynamics 365 Financial and Operations (ERP) My responsibilities include but are not limited to the following: ● I communicate with the customers via phone, email, and chat to identify, diagnose, and troubleshoot their needs, providing guidance on issue resolution. ● Collaborated with cross-functional teams to investigate and address complex technical problems, ensuring prompt resolution and customer satisfaction. ● Apply technical knowledge relevant to the solution using technical documentation to identify appropriate remediation steps, identify escalated urgent situations impacting business priorities, troubleshoot, reproduce customer issues in lab environments, and seek guidance from technical leads and subject matter experts as needed.
- Building beautiful applications. - Full-Stack Software Development mainly backend Technology - Developing REST/RESTful APIs. - Application deployment - Application maintenance - Team collaboration. - System Analysis. - UI/UX Designer