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Nelly Gasaro

@nellygasaro

Technical Support Engineer at Teknowledge who resolved Dynamics 365 Commerce issues and investigated ERP data and integrations.

At Teknowledge, I provided Level 2 technical support for Microsoft Dynamics 365 Finance & Operations, specializing in the Commerce module. I investigated application, data, and integration issues, using SQL queries and technical logs to help identify causes and validate records.

I also worked as a Junior Database Administrator at Ubuzima Polyclinic, maintaining database availability, accuracy, and secure access. At the FIFA World Cup 2022 in Qatar, I supported international guests with real-time concerns and event logistics.

Experience

Work history, roles, and key accomplishments

TE

Technical Support Engineer

Teknowledge

May 2023 - Sep 2026 (3 years 4 months)

Provided Level 2 technical support for Microsoft Dynamics 365 Finance & Operations, specializing in the Commerce module. Investigated and resolved complex application, data, integration, and system issues affecting ERP operations.

Microsoft Dynamics 365 SQL Azure DevOps Troubleshooting Root Cause Analysis Data Analysis Technical Documentation

FC

Guest Support Agent

FIFA World Cup 2022

Jun 2022 - Dec 2022 (6 months)

Delivered professional customer support to international guests in a fast-paced, multicultural environment. Resolved guest concerns in real time while maintaining a calm, empathetic, and solution-oriented approach.

Customer Support Communication Skills Problem Solving Front Desk Operations

UP

Junior Database Administrator

Ubuzima Polyclinic

Jan 2021 - May 2022 (1 year 4 months)

Administered and maintained hospital databases, ensuring data availability, accuracy, integrity, and secure access. Performed and monitored regular database backups and recovery procedures to safeguard critical patient data.

Database Administration Backup And Recovery Performance Monitoring Troubleshooting EMR Systems Data Quality

IC

Digital Marketing Intern

ICT Chamber

Aug 2020 - Dec 2020 (4 months)

Supported digital outreach campaigns, website updates, analytics tracking, and communication support.

Digital Marketing Website Updates Analytics Tracking Communication Skills

Education

Degrees, certifications, and relevant coursework

UK

University of Kigali

Bachelor of Information Technology, Information Technology

2024 -

Pursuing a Bachelor of Information Technology, expected to graduate in 2026.

DC

Davis College / Akilah Campus

Diploma in Information Systems, Information Systems

2019 - 2022

Completed a Diploma in Information Systems.

GD

GDPR

GDPR Compliance Certificate, Data Privacy & Security

Earned the GDPR Compliance Certificate in Data Privacy & Security.

SA

Scrum Alliance

Scrum Master Certification, Project Management

Earned the Scrum Master certification.

MI

Microsoft

Power BI Certification, Data Analytics

Earned the Power BI certification.

CI

CISCO

IT Essentials Certification, Information Technology

Earned the IT Essentials certification.

MI

Microsoft

Azure Cloud Fundamental Certification, Cloud Computing

Earned the Azure Cloud Fundamental certification.

Tech stack

Software and tools used professionally

Azure DevOps

Google Workspace

SQL

Power BI

Availability

Looking for a job

Location

Rwanda

Authorized to work in

Salary expectations

30k+ USD

Job categories

Technical Support Engineer Database Administrator Customer Support Representative

Skills

Dynamics 365 Finance And Operations Level 2 Technical Support ERP Support SQL Data Analysis Incident Management Root Cause Analysis Database Administration Backup And Recovery Data Validation Data Reconciliation Troubleshooting Integration Issues Application Troubleshooting Azure DevOps CRM Systems

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