Open to opportunities

Solange Uwiringiyimana

@solangeuwiringiyiman

Message

Customer-focused Network Support Engineer specializing in network issue resolution and SLA-driven service assurance.

Rwanda

Message

What I'm looking for

I’m looking for a customer-focused role where I can own escalations, manage tickets end-to-end, and coordinate across teams to restore services fast—while keeping strong SLA accountability and clear, jargon-free communication.

I’m a customer-focused Network Support Engineer with over 3 years of experience delivering exceptional service across telecommunications, IT support, and network operations environments. I’m known for resolving complex client issues, communicating technical solutions in plain language, and staying calm and solutions-driven under pressure.

In my current role at ZTE Corporation, I serve as the primary point of contact for escalated network service issues and manage the end-to-end ticket lifecycle from intake through resolution. I translate complex technical faults into clear, jargon-free explanations, coordinate cross-functional teams to restore services quickly, and proactively monitor service health so issues don’t escalate into customer-visible outages.

Experience

Work history, roles, and key accomplishments

Current

Network Support Engineer

Current

ZTE Corporation

Feb 2025 - Present (1 year 4 months)

Serves as the primary point of contact for escalated network service issues, ensuring clients receive timely updates and resolutions. Manages the end-to-end ticket lifecycle, coordinates cross-functional teams to restore services quickly, and documents troubleshooting steps to improve future response times.

Network Troubleshooting Ticketing Root Cause Analysis Technical Documentation Escalation Handling

IT Support Specialist

Askale Mariam Capital Housing

Sep 2024 - Feb 2025 (5 months)

Provided first-line technical support to internal users, resolving issues promptly to minimize disruption to daily operations. Maintained efficient operation of technology systems and supported users with friendly, patient assistance tailored to their comfort level.

Issue Resolution Technical Troubleshooting User Support Service Uptime Support Incident Management Communication

Customer Care Executive

MTN Rwanda - iSON Xperiences

Oct 2021 - Jul 2023 (1 year 9 months)

Handled a high volume of inbound customer calls while delivering consistent, professional service in a fast-paced call center environment. Identified and escalated critical service issues quickly, met performance targets, and maintained high customer satisfaction through active listening and empathy.

Inbound Calls Customer Service Customer Escalation Service Assurance Active Listening Empathy Customer Satisfaction