Twiringiyimana A.
Mid-Level IT Technical Trainer
Open to offersNew to PlatformAbout
Aimable T. is a highly skilled IT professional specializing in cloud computing, cybersecurity, and data analysis, with a noteworthy capability in automation AI. Currently serving as a Learning and Development Specialist at Teknowledge in Kigali since 2025, he designs and develops training content and coordinates schedules for support agents. Previously, he was a Technical Trainer for Microsoft 365, where he successfully trained over 150 support engineers and conducted mentorship programs to enhance their case management skills. As a Senior Technical Support Engineer, Aimable offered expert technical guidance, handled escalated tickets, and contributed to the training of new L1 engineers. His earlier role as a Technical Support Engineer highlighted his ability to maintain productivity in resolving customer cases related to OpenText solutions. With a foundation in IT maintenance and software development from his tenure at Philos MC Ltd, Aimable holds an Associate's degree in Information Technology and various certifications, including Microsoft Certified Customer Service Trainer and Automation AI. Fluent in English, with skills in French and native Kinyarwanda, he is well-equipped to deliver effective communication and exceptional technical solutions.
Experience
Learning and Development Specialist (Site Trainer)
Teknowledge · 2025 — PresentDesigned and developed training content to address organizational needs and skills gaps for support agents. Coordinated training schedules across various business lines and facilitated both physical and virtual training for new and experienced support agents. Tracked performance utilizing different reporting tools and gathered information to enhance L&D productivity.Technical Trainer - Microsoft 365
Teknowledge · 2023 — 2025Trained over 150 Microsoft 365 technical support engineers, collaborating with them to resolve challenging M365 issues. Conducted mentorship programs aimed at improving case management and customer experience, and created fast-track training through applied learning and real-case scenarios.Senior Technical Support Engineer - OpenText IM&G
Teknowledge · 2022 — 2023Acted as a point of contact, offering technical guidance across teams by identifying areas needing expertise on various solution modules to resolve cases. Maintained detailed documentation for all cases in alignment with customer commitments and prescribed protocols while handling escalated tickets and reviewing the quality of cases.Technical Support Engineer L1 - OpenText IM&G
Teknowledge · 2021 — 2022Maintained productivity levels above 90% regarding resolved cases and effectively addressed complex customer issues related to OpenText Data Protector while serving as the first point of contact for OpenText customers.IT Maintenance and Support
Philos MC Ltd · 2019 — 2021Provided IT maintenance and user support across various institutions nationwide while developing and maintaining the company's software during the employment period.
Skills & Expertise
Education
- Bachelor of Science with Honors in Information TechnologyUniversity of Kigali · 2025 — Present
- Associates degree in Information TechnologyRwanda Polytechnic · 2016 — 2019
- Diploma in Electronics and TelecommunicationIPRC Kigali Technical Secondary School · 2013 — 2015
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