Emmanuel Bertrand Nkundiye
BILDUNGSWERK
Ruanda
¡Hola, soy Emmanuel Bertrand Nkundiye!
Technical Support Engineer L2 en Teknowledge
Motivated Networking and Communication Systems graduate with 6+ years in customer support and 5+ years in sales across FMCG, telecom, and banking sectors. Skilled in Microsoft 365 administration, VOIP & PBX systems, Azure cloud services, and AI tools. Proven ability to troubleshoot technical issues, drive sales, and retain customers. Known for combining technical expertise, sales performance, and multilingual communication to improve customer satisfaction, revenue, and operational efficiency.
Experiencia
Teknowledge
Technical Support Engineer L2
March 2024 - June 2025
Delivered Tier 2 IT support for Microsoft 365, Azure AD, VOIP, and AI-assisted troubleshooting to North American clients.
Resolved advanced technical issues across Microsoft apps, Azure user management, and PBX/VOIP systems (Asterisk, FreePBX, SIP).
Ensured service continuity with remote diagnostics and global collaboration with escalation teams.
Maintained high CSAT scores through empathetic and AI-enhanced communication.
Teknowledge – Rwanda
Technical Support Engineer L2
March 2024 - June 2025
Delivered Tier 2 IT support for Microsoft 365, Azure AD, VOIP, and AI-assisted debugging to North American clients.
Resolved advanced technical issues across Microsoft apps, Azure user management, and PBX/VOIP systems (Asterisk, FreePBX, SIP).
Ensured service continuity with remote diagnostics and global collaboration with escalation teams.
Maintained high CSAT scores through empathetic and AI-enhanced communication.
GVA Rwanda – CanalBox
Customer Retention Specialist & Vice Sales Supervisor
May 2022 - December 2023
Developed customer retention strategies, reducing churn and strengthening loyalty.
Supervised and trained sales team, driving KPIs and performance.
Upsold and cross-sold packages, boosting ARPU and revenue.
GVA Rwanda – CanalBox
Customer Retention Specialist & Vice Sales Supervisor
May 2022 - December 2023
Developed customer retention strategies, reducing churn and strengthening loyalty.
Supervised and trained sales team, driving KPIs and performance.
Upsold and cross-sold packages, boosting ARPU and revenue.
EcoBank, North Harvest, Liquid Telecom
Sales Officer (FMCG & Telecom/Banking)
January 2019 - December 2022
Sold FMCG and telecom/banking products to retail and corporate clients.
Built and maintained client relationships, achieving and exceeding sales targets.
Negotiated contracts and promoted new products to enhance customer satisfaction.
EcoBank, North Harvest, Liquid Telecom
Sales Officer (FMCG & Telecom/Banking)
January 2019 - January 2022
Sold FMCG and telecom/banking products to retail and corporate clients.
Built and maintained client relationships, achieving and exceeding sales targets.
Negotiated contracts and promoted new products to enhance customer satisfaction.
Educación
Certificaciones y Distintivos
No se agregó certificaciones o distintivos
Proyectos
No se agregaron proyectos
Idiomas
Inglés
Francés
Habilidades
Microsoft Azure Machine Learning
.Net Solutions Developer