Welcome to my portfolio
Remy Kwizera Havugimana
Computer Science graduate and people-first team lead with 4+ years in customer support, software testing, and web development. Currently leading a 20-engineer Microsoft 365 support team, delivering high customer satisfaction and efficient incident resolution. Strong front-end capability in React/JavaScript, solid experience across Java, C/C++, SQL, OS, and networks, with a proven ability to translate data into actionable playbooks.
Projects
Projects coming soon...
Journey
My professional path and educational background
Virtual Assistant
ALX Rwanda
Provide professional administrative support to clients remotely, ensuring smooth daily operations. Manage emails, calendars, and appointments to optimize schedules; conduct online research and prepare reports, presentations, and summaries; handle social media content posting and basic account management; perform data entry and document management with high accuracy while maintaining confidentiality and professionalism.
Technical Team Lead, Microsoft 365 Support
TeKnowledge
Lead a 20-engineer Microsoft 365 support team serving Exchange Online, Teams, SharePoint, and OneDrive. Improved ticket workflow and knowledge assets, establishing checklists and runbooks that boosted first-contact resolution from 56% to 71% and elevated quality scores from 86% to 96% within 10 months. Standardized escalation content; reduced median time to resolve from ~7 hours to ~5 hours and 95th percentile from 3.2 days to 1.9 days. Built aging dashboards that cut tickets older than 7 days by 80% and lowered weekly carryover from 12% to 5%.
Microsoft 365 Support Engineer
TeKnowledge
Managed ~42 tickets per week across Outlook/Exchange, Teams, SharePoint, and OneDrive with CSAT 94–96% and first-contact resolution 63%, consistently meeting service targets. Supported tenant migrations and authored quick-start guides for users and engineers; authored 35 knowledge articles and runbooks with top articles receiving ~500 views monthly.
Frontend Developer Intern (React)
Solvit Africa
Built 22 reusable components and delivered 12 pages; Lighthouse performance score median 93; reduced bundle size by 28% via code splitting and lazy loading. Implemented basic unit checks and PR templates; decreased UI defects found during testing by 35%.
B.S. in Computer Science
Kigali Independent University (ULK)
Technical IT Support
Endpoint Ltd
Configured ~15 Windows workstations weekly; setup printers/routers and validated access to shared resources. Resolved ~18 tickets per day with 95% on-time resolution; maintained rapid response times with first replies under 25 minutes and most hardware repairs completed within the same day. Created concise fix-guides for frequent issues, reducing repeat tickets by 21%.
Software QA & Testing Intern
kLab
Planned and executed ~120 test cases per release across devices and browsers; identified ~38 defects per release with 92% of severe issues caught pre-release. Introduced a consistent report format and log bundle; reduced bug-to-review time by 29%.
Skills & Expertise
Get in Touch
Have a question or want to work together? I'd love to hear from you.
or reach me directly at remyroick6@gmail.com