Jack Bisamaza Muhindo Kagheni
@jackbisamazamuhindok
Experienced IT professional with 15 years in support and troubleshooting.
What I'm looking for
I am a seasoned IT professional with over 15 years of experience in support and troubleshooting, specializing in enhancing customer engagement and ensuring product success. My journey has taken me through various roles, including Microsoft 365 Business Advisor, where I provided technical support and advisory services to businesses utilizing Azure AD and Microsoft 365.
Throughout my career, I have demonstrated my ability to lead technology teams and execute complex projects, particularly in IT infrastructure, network administration, and cybersecurity. My role as an Incident Manager honed my skills in incident response and stakeholder communication, ensuring efficient resolution of incidents and maintaining high service levels. I am passionate about leveraging my expertise to contribute to innovative solutions and drive company growth.
Experience
Work history, roles, and key accomplishments
Office 365 Business Advisor
Microsoft
Jan 2024 - Dec 2025 (1 year 11 months)
As a Microsoft 365 Advisor, I provided technical support and advisory services to businesses using Microsoft 365. My focus was on enhancing customer engagement and ensuring product success.
IT Officer
Jhpiego
Jan 2020 - Dec 2020 (11 months)
As a Senior IT Specialist, I demonstrated extensive experience in IT infrastructure, network administration, cybersecurity, and technical project management. I was also responsible for all Dell products, including Dell Servers.
Technical Support Engineer
Dhanush Infotech
Jan 2014 - Dec 2018 (4 years 11 months)
As a Technical Support Engineer, my responsibilities included monitoring, maintaining, and troubleshooting computer hardware and software systems. I provided technical support to users and resolved issues through various channels like phone, email, or remote access using ticketing software.
Incident Manager
Dhanush Infotech
Jan 2012 - Dec 2014 (2 years 11 months)
As an Incident Manager, I oversaw the entire process from initial notification to resolution, ensuring incidents were resolved efficiently. My responsibilities included managing and coordinating incident response efforts, prioritizing incidents, and communicating with stakeholders.
IT Systems Administrator
Computer Bytes
Jan 2010 - Dec 2012 (2 years 11 months)
As a Systems Administrator, I was responsible for the setup, maintenance, and security of an organization's computer systems, networks, and servers. I ensured systems operated efficiently and reliably, providing technical support and troubleshooting issues for NGOs and MTN Telecom for the WIMAX project.
IT Helpdesk Specialist
Heineken
Jan 2006 - Dec 2009 (3 years 11 months)
As an IT Help Desk Specialist, I provided technical support and troubleshooting to end-users experiencing hardware or software issues. I was the first point of contact for IT-related problems, addressing queries and resolving issues via phone, email, or in-person.
IT Hardware & Network Engineer
Symphony - CAL
As an IT Hardware & Network Engineer, I was responsible for designing, installing, and configuring computer hardware components and network devices. I diagnosed hardware and network issues, performed regular maintenance, and ensured system stability.
Education
Degrees, certifications, and relevant coursework
Institut Technique Industrielle de Goma
High School Diploma, General Studies
Completed high school education at Institut Technique Industrielle de Goma, gaining foundational knowledge across various subjects. This period focused on building a strong academic base for further studies.
Adventist University of Central Africa
Bachelor's Degree, Information Management
Pursued a Bachelor's degree in Information Management at Adventist University of Central Africa. This program provided comprehensive knowledge in managing information systems and technologies.
Tech stack
Software and tools used professionally
Availability
Location
Authorized to work in
Social media
Job categories
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