Eric Nkunzi Mugemane
Kigali
Summary
Experienced technology professional with a decade of expertise in digital service delivery, capacity building, and digital infrastructure. Demonstrated mastery of international standards and best practices in project management, business transformation, and digital transformation. Skilled in information systems, IT security, and service management. Proven track record of successfully leading critical programs and digital transformation projects with a focus on quality delivery. Recognized for fostering stakeholder engagement, building consensus within teams, and generating innovative ideas to meet complex requirements. Committed to driving projects to completion and facilitating effective knowledge transfer.
Overview
14
14
years of professional experience
1
1
Certification
6
6
years of post-secondary education
Work History
ICT Officer
African Development Bank Group
Kigali
05.2020 - Current
- Delivered technical support for Microsoft 365 and Azure technologies, driving productivity enhancements across the organization.
- Operated and maintained VSAT systems, ensuring seamless connectivity and reliable service.
- Facilitated installation and maintenance of Wired and Wireless Local Area Networks (WLAN), alongside voice, data, and videoconferencing systems.
- Troubleshot and resolved hardware and software issues at the Rwanda country office (CORW), ensuring minimal downtime.
- Ensured efficient management of defective equipment through adjustments, repairs, or liaising with suppliers.
- Maintained critical electrical and mechanical equipment, including the VSAT and Uninterrupted Power Supply (UPS) systems.
- Utilized monitoring tools such as PRTG and NAGIOS for effective system performance management.
- Collaborated closely with regional IT officers and CHIS staff at headquarters to conduct thorough problem investigations and resolutions.
- Promoted teamwork and developed strategies to enhance service quality for both internal and external clients.
- Logged and updated all client calls for prompt resolution, documenting outages and corrective actions taken.
- Compiled user call statistics for voice, fax, data, and videoconferencing facilities to inform decision-making.
- Facilitated local Help Desk functions, providing essential support for telecommunications and IT tools.
- Acted as Business Continuity Focal Point for the Rwanda Country Office (CORW), ensuring operational resilience.
- Designed and developed monitoring and evaluation reports via RASME (Kobotoolbox and Kobocollect), enhancing project oversight and improvement tracking.
Information Security Manager
UNGUKA BANK
Kigali
04.2019 - 04.2020
- Led the development and management of the Bank's comprehensive Information Security Program, ensuring robust governance and risk management.
- Spearheaded the formulation and execution of information security policies, standards, and procedures tailored to the Bank's needs.
- Ensured continual enhancement, monitoring, and enforcement of information security policies to mitigate risks.
- Conducted periodic assessments of information security risks, identifying vulnerabilities and areas for improvement.
- Evaluated and recommended innovative information security technologies and countermeasures to protect sensitive data.
- Maintained and updated the Bank's Security Policies and Procedures, ensuring adherence to regulatory requirements.
- Guaranteed alignment of the Information Security and Cyber Security Programs with applicable laws and regulations, implementing effective compliance measures.
- Proactively monitored for cyber threats and vulnerabilities, executing analysis and mitigation strategies to safeguard assets.
- Created and maintained IT Information Security documentation to ensure compliance with corporate policies and regulatory standards.
- Prepared and delivered detailed monthly and quarterly Cyber Security reports to Bank Executives, highlighting key risks and strategies.
- Identified significant information security risks and developed comprehensive mitigation plans integrated into project activities.
- Stayed informed on the latest IT security innovations and cybersecurity technologies to enhance the Bank's defenses.
- Oversaw investigations of reported information security breaches, ensuring thorough analysis and response.
- Advised IT teams on cybersecurity risks, recommending best practices and leading training sessions to elevate awareness.
- Planned and implemented robust security measures to protect computer systems, networks, and sensitive data from potential threats.
IT Infrastructure Engineer
WIPRO
Kigali
05.2018 - 03.2019
- Responsible for designing, coordinating, and maintaining the IT infrastructure for Airtel/TIGO Rwanda, ensuring seamless operation in alignment with organizational policies.
- Conduct thorough Root Cause Analysis to quickly diagnose and resolve server and storage malfunctions.
- Administer servers and implement complex updates, enhancing systems documentation and reinforcing data network security.
- Develop and execute effective Server/Storage Repair Strategies to optimize system performance.
- Enhance maintenance and operations workflows to improve system availability and performance across dependent environments.
- Document server/storage issues and resolutions for continuous improvement and compliance.
- Support and optimize the existing LAN/WAN network environment while integrating new technologies as needed.
- Provide expert hardware and software support across Citrix, Network, Windows Server, VMware, Cisco, and IBM storage products.
- Perform routine preventative maintenance on servers and storage infrastructure to ensure reliability and efficiency.
End User Support Lead
Ison Technologies at Airtel, RWANDA
08.2016 - 08.2017
- Spearheaded and coordinated IT Infrastructure Projects at Airtel Rwanda, ensuring alignment with organizational goals.
- Led the development of business cases and ad-hoc projects for the ICT infrastructure team, driving strategic initiatives.
- Designed, configured, optimized, monitored, and maintained Network Devices/Servers (Linux & Windows), delivering a robust, reliable, and secure communications infrastructure that adheres to industry best practices.
- Oversaw the implementation of technology projects, leveraging deep knowledge of current and emerging technologies for informed technical guidance.
- Established and managed service level agreements with end-users to enhance satisfaction and support efficiency.
- Exercised full ownership of problem resolution, ensuring issues are addressed and resolved to completion.
- Planned, acquired, and coordinated the installation of both in-house and remote hardware and software across the organizational network.
- Managed the effectiveness of servers, including e-mail, print, and backup solutions, overseeing on-site and off-site data centers.
- Conducted server performance testing and provided comprehensive network performance statistics and reports, guiding strategy development for maintaining server infrastructure.
- Administered and ensured the effectiveness of security solutions, including anti-virus and intrusion detection systems, safeguarding organizational data.
- Directed user account administration, permissions, and access rights in Active Directory, enhancing security and compliance.
- Mentored and provided guidance to junior team members, fostering a culture of continuous learning and development.
Country Delivery Manager
Ison Technologies at Airtel
Kinshasa
08.2015 - 08.2016
- Led comprehensive IT Infrastructure projects and operations for IBM-Airtel, ensuring top-tier performance in D.R. Congo.
- Verified application results through systematic audits of implemented technologies, driving continuous improvement.
- Delivered exceptional IT support for Airtel's business growth and infrastructure enhancement.
- Oversaw a diverse range of IT functions, including IT Infrastructure projects, operations, security compliance, and service management.
- Strategically directed and evaluated information systems operations, optimizing performance and efficiency.
- Developed and executed robust policies and procedures for streamlined computer systems operations and development.
- Enhanced customer engagement and satisfaction through meticulous SLA management.
- Collaborated with managers to define system requirements, specifications, budget estimates, and project timelines.
- Recruited and supervised a skilled team of information systems personnel and contractors to innovate and manage technology solutions.
- Managed IT Governance, focusing on strategy, planning, program management, and compliance to ensure seamless service delivery.
- Controlled budgets and expenditures for computer systems, ensuring fiscal responsibility in project management.
- Ensured timely project delivery while adeptly managing necessary budgets.
- Trained staff on current technologies and their potential uses, promoting an innovative workplace culture.
Field Service Lead
Huawei at MTN Rwandacell
Kigali
02.2015 - 08.2015
- Lead and manage the entire IT infrastructure for MTN Rwanda to ensure optimal performance and service delivery.
- Assist the Director of IT in effectively communicating the division's strategic direction and translating it into actionable deliverables.
- Define and implement customer strategies, policies, and service levels to enhance user experience and satisfaction.
- Stay updated on global and local best practices to drive continuous improvement within the unit.
- Verify technology effectiveness through system audits, ensuring application results meet established standards.
- Identify and allocate necessary resources and funding to achieve unit objectives and strategy.
- Build and maintain strong relationships with key internal and external stakeholders to facilitate collaboration.
- Oversee the implementation of IT division policies and ensure efficiency in service delivery.
- Monitored inventory levels of tools, spare parts, and other materials required for field operations.
- Coordinate with the help desk to ensure prompt resolution of issues, aligning with agreed service level agreements.
- Develop and maintain a proactive maintenance cycle for all applications, ensuring timely updates to documentation.
- Ensure strict adherence to service level agreements by IT vendors to maintain high-quality service. Address internal audit recommendations related to unit policies, standards, and guidelines to ensure compliance.
- Implement work programs and plans in accordance with established procedures and guidelines.
- Strategically manage human and material resources to optimize team performance and productivity.
- Provide leadership and guidance to team members, managing their performance to meet overall objectives.
- Compile and present periodic activity and performance reports to the Director of IT.
- Perform additional duties as assigned by the Director of IT, demonstrating adaptability and commitment.
IT Manager
RSwitch Ltd
Kigali
06.2014 - 09.2014
- Accomplishes information technology staff results by communicating job expectations, planning, monitoring, and appraising job results, coaching, counseling, and disciplining employees, and initiating, coordinating, and enforcing systems, policies, and procedures.
- Maintains staff by recruiting, selecting, orienting, and training employees; maintaining a safe and secure work environment; developing personal growth opportunities.
- Maintains organization's effectiveness and efficiency by defining, delivering, and supporting strategic plans for implementing information technologies.
- Directs technological research by studying organization goals, strategies, practices, and user projects.
- Completes projects by coordinating resources and timetables with user departments and data center.
- Verifies application results by conducting system audits of implemented technologies.
- Preserves assets by implementing disaster recovery and backup procedures, information security, and control structures.
- Recommends information technology strategies, policies, and procedures by evaluating organization outcomes, identifying problems, evaluating trends, and anticipating requirements.
- Accomplishes financial objectives by forecasting requirements, preparing an annual budget, scheduling expenditures, analyzing variances, and initiating corrective action.
- Maintains quality service by establishing and enforcing organizational standards.
- Maintains professional and technical knowledge by attending educational.
- Workshops, reviewing professional publications, and establishing personal networks.
- Benchmarking state-of-the-art practices, participating in professional societies.
Server Engineer
Ison Technologies/MaraIson
Kigali
04.2013 - 06.2014
- Install, configure, troubleshoot, and maintain GNU/Linux systems.
- Manage all Airtel servers, both in Linux (Red Hat) and Windows (Windows Server 2008).
- Apply Patches, GSD (Global Security Documents), BH (Basic Agent) for all servers.
- (Linux and Windows)
- Provide and maintain TCP/IP networking connectivity
- Ensure data security: backups, network security, and permission setting.
- Contribute to and maintain system standards, security.
- Create, Delete, and Modify users in Active Directory.
- Perform daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems, disks, and key processes. Review system and application logs, and verify completion of scheduled jobs, such as backups.
- Create and maintain systems documentation.
- Respect all policies required for each assessment of work.
- Server Troubleshooting in General.
System Administrator
Rwanda Social Security Board, RSSB
Kigali
06.2010 - 04.2013
- Install new or rebuild existing servers and configure hardware, peripherals, services, settings, directories, storage, etc.
- In accordance with standards and project/operational requirements.
- Develop and maintain installation and configuration procedures.
- Protects system by defining access privileges, control structures, and resources.
- Research and recommend innovative, and where possible, automated approaches for system administration tasks.
- Identify approaches that leverage our resources and provide economies of scale.
- Perform regular file archival and purge as necessary.
- Create, change, and delete user accounts per request.
- Upgrades system by implementing and maintaining security controls.
- Maintain operational, configuration, or other procedures.
- Perform periodic performance reporting to support capacity planning.
- Maintained information security processes and security control standards for application development and technology deployment.
- Maintain security and the performance of the system.
- Servers troubleshooting in general.
- Managing and monitoring PABX server for IP Phone.
- Working on the implementation of the Storage Area Network at RSSB.
Education
MBA - Business Administration/ Project Management
Oklahoma Christian University
Edmond 01.2017 - 12.2018
Bachelor of Science - Computer Engineering and Information Technology
Kigali Institute of Science And Technology (KIST)
Rwanda 01.2006 - 03.2010
Skills
- Cisco Firewall, routers, switches
- Microsoft Office 365
- Microsoft Windows Server Active Directory Service, Domain Controller, DNS, DHCP, File server, etc
- Linux (Fedora, Red hat)
- ITIL (Information Technology Infrastructure Library)
- Project Management (Prince 2 & PMP)
- Business Intelligence Analyst
- Microsoft Power BI Data analysis and visualization
- Microsoft Office Excel, Word, Powerpoint, etc
- Data analysis
- Artificial Intelligence
- RASME (remote appraisal, supervision, monitoring and evaluation) with Kobotoolbox and Kobocollect
- Microsoft Planner
- Excel Pivot Table
- Microsoft Excel - Data Analysis with Excel Pivot Tables
- SQL For Data Science
Accomplishments
- Installation SAN System with IBM Blade Server, SAN Switch, Data Storage, VMWare Servers (Linux & Windows) at Airtel Rwanda
- Lead Alcatel Project for implementation of MPLS network at Airtel Congo
- Implementation of Cyber Security Policy, Cyber Security Strategy & Program, third party policy and data retention policy at UNGUKA Bank
- Conduct Training of IT Security Awareness to all employees at UNGUKA Bank
- Lead Project of upgrading the core banking system “Rubikon” at UNGUKA Bank
- Training PIUs for utilization of a digital monitoring and evaluation tools called RASME (Remote Appraisal, Supervision, Monitoring and Evaluation), and Develop report form on RASME for Water & sector and energy sectors at AfDB
- Implement Stock In & Out Balance tracker- Inventory control system in AfDB
- Lead a project of mapping Rwanda portofolio using kobotoolbox and kobocollect under RASME platform, and generating a mapping report “ Microsoft Power BI”
Certification
- ITIL (information Technology Infrastructure Library)
- Network Security Assessment and Proactive defense
- Project Management Foundation Prince 2
- Project Management Swiss E-learning
- Business Intelligence Analyst IBM
- Business Intelligence Analysis and Visualization from Power BI
- RASME (remote appraisal, supervision, monitoring and evaluation) with Kobotoolbox and kobocollect
- Data Analysis Fundamental from IBM
- Artificial Intelligence Fundamental from IBM
- Microsoft Planner (Udemy)
- Microsoft Excel - Data Analysis with Excel Pivot Tables (Udemy)
References
Julio MALIKANE,
Senior Project Manager, UNRWA (Jordan)
Email Address: juliomalikane@gmail.com
Phone: +250 788309818
Surya JOYMUNGUL,
Chief Regional IT Coordinator- African Development Bank
Email: s.joymungul@afdb.rw
Phone: +254 768 742060
Ivan Alia
Chief Executive Officer-e-Business Developers
Email Address: aivan@ebd.rw
Phone: +250 784951278
Driving License
Category B
Languages
French
First Language
English
Proficient (C2)
C2
Swahili
Advanced (C1)
C1
Lingala
Advanced (C1)
C1
kinyarwanda
Upper Intermediate (B2)
B2
Affiliations
1. During the 8 weeks I spent in India in 2012, there was a mixture of 37 different nationalities. It allowed me to learn about different cultures from many countries of world and it was for me a good life experience.
2. In recognition of Top Performance in Quarter 4 2023 at Mara Ison technologies-Rwanda.
3. I represented Rwanda in AFRICA STARTUP GATE Competition in Tunisia in June 2019. I had a startup idea of electronic payment, and I was selected to represent my country to that competition and to pitch the project
Timeline
ICT Officer
African Development Bank Group
05.2020 - Current
Information Security Manager
UNGUKA BANK
04.2019 - 04.2020
IT Infrastructure Engineer
WIPRO
05.2018 - 03.2019
MBA - Business Administration/ Project Management
Oklahoma Christian University
01.2017 - 12.2018
End User Support Lead
Ison Technologies at Airtel, RWANDA
08.2016 - 08.2017
Country Delivery Manager
Ison Technologies at Airtel
08.2015 - 08.2016
Field Service Lead
Huawei at MTN Rwandacell
02.2015 - 08.2015
IT Manager
RSwitch Ltd
06.2014 - 09.2014
Server Engineer
Ison Technologies/MaraIson
04.2013 - 06.2014
System Administrator
Rwanda Social Security Board, RSSB
06.2010 - 04.2013
Bachelor of Science - Computer Engineering and Information Technology
Kigali Institute of Science And Technology (KIST)
01.2006 - 03.2010
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