Aimable Twiringiyimana

​ TWIRINGIYIMANA Aimable Phone: (- Email:-/ aimable.twiringiyimana12@outlo ok.com PROFESSIONAL SUMMARY Highly skilled IT professional with a strong technical background in hardware and software maintenance, data backup and recovery, and cloud technologies. Proficient in Microsoft 365 administration, Azure AD, System Administration, and cybersecurity best practices. Experienced in providing expert technical support and training to diverse audiences. EXPERIENCE Teknowledge, Kigali — Technical Trainer - Microsoft 365 March 2023 - Present ●​ Successfully trained 150+ Microsoft 365 Technical Support Engineers. ●​ Collaborated with support engineers to resolve difficult customer issues. ●​ Maintained employees’ tenure during the first 90 days of employment by tracking their performance during and after the training period to determine areas of improvement and ●​ Created fast-track training using applied learning, real case scenarios, simulations, labs, projects, and challenges. ●​ Mentored and coached employees regarding their performance and career guidance. Teknowledge, Kigali — Senior Technical Support Engineer - OpenText IM&G October 2022 - March 2023 ●​ Served as a Point of Contact and provided technical guidance across teams by identifying areas requiring expertise on different modules of a solution to resolve cases. ●​ Maintained documentation for all cases including queries, process steps, and resolutions consistent with customer commitments, prescribed protocols, and processes. ●​ Handled escalated tickets from L1 Engineers. ●​ Reviewed and analyzed the quality of cases and provided mentorship to L1 engineers. ●​ Delivered technical training to the new L1 engineers. Teknowledge, Kigali — Technical Support Engineer L1 - OpenText IM&G September 2021- October 2022 ●​ Maintained the productivity of above 90% of resolved cases. ●​ Resolved complex customer cases regarding OpenText Data Protector. ●​ Acted as the frontline support for OpenText customers. Philos MC Ltd, Kigali — IT Maintenance and Support August 2019 - September 2021 ●​ Providing IT maintenance and user support in different institutions across the country. ●​ Software Development TECHNICAL SKILLS ●​ Cloud Computing ●​ System Administration ●​ Microsoft 365 Admin ●​ Microsoft Entra ●​ DataBackup & Recovery ●​ Google Workspace ●​ Networking ●​ Virtualization ●​ Data Security ●​ Data warehousing ●​ Database ●​ Power Bi ●​ Fabric ●​ Tableau ●​ Knime ●​ Salesforce ●​ ServiceNow ●​ Microsoft 365 Suite ●​ Python SOFT SKILLS ●​ People Management ●​ Training Delivery ●​ Content Design ●​ Coaching ●​ Communication ●​ Data Analysis ●​ Presentation ●​ Stakeholder management ●​ Attention to details ●​ Problem-solving ●​ Adaptability ●​ Customer services ●​ Customer Satisfaction ●​ Customer Experience ●​ Interpersonal skills ●​ Organization skills ●​ Active listening ●​ Excellent typing SPOKEN LANGUAGES ●​ Fluent English ●​ Intermediate french ●​ Kinyarwanda native speaker EDUCATION Bachelor of Science with Honors in Information Technology University of Kigali, Kigali January 2025 - Present Advanced Diploma in Information Technology Rwanda Polytechnic, Kigali September 2016 - October 2019 Diploma in Electronics and Telecommunication IPRC Kigali Technical Secondary School, Kigali January 2013 - October 2015 CERTIFICATIONS Amazon Cloud Practitioner Issued by Amazon Web Services Training Certification Data Protector 11.x Certified Professional Issued by Microfocus Train The Trainer Master class certification Issued by Tek-Experts Microsoft CSS Trainer Certification Issued by Microsoft Business Analyst Program Foundational Issued by Azubi Africa Web technology Certificate: Ruby on Rails Issued by Dive Into Code Corporation LINKEDIN: https://www.linkedin.com/in/twir ingiyimana-aimable-36059b1ab/ REFERENCES Jackie Kalisa Head of Performance, Talent and Change at RSSB Tel: - Email:-Lucy Moindi Chief Operating Office at Harambee Youth Empowerment Tel: - TUYISENGE Theophile Co-founder and managing director at Philos MC Ltd Phone:- Email:-