• Identify and mitigate root causes of software defects and operational glitches in a SaaS platform by analyzing API and application logs, along with executing SQL queries for database management, leading to substantial enhancements in product stability and user satisfaction.• Actively collaborate with the development team within an Agile environment to plan, develop, and refine features, ensuring seamless integration and functionality of new updates.• Systematically review and rigorously test new functionalities, ensuring that product updates consistently adhere to the highest quality standards prior to release.• Efficiently manage and resolve a substantial volume of client and internal IT inquiries via email and phone utilizing ticketing systems such as Jira and Salesforce, delivering exceptional customer service and maintaining high client satisfaction levels.• Develop and curate detailed internal documentation using Confluence, optimizing troubleshooting processes and enhancing team efficiency.• Serve as the primary IT support contact, streamlining technical resolution for internal teams and improving response times.

• Strategize and articulate the long-term vision and mission of SineSoft Labs, aligning product development and business objectives with emerging market demands and technological advancements.• Oversee the development and implementation of industry-specific SaaS solutions, ensuring each product meets the unique needs of sectors such as e-commerce, FinTech, HR, and more.• Manage financial operations including budgeting, forecasting, and resource allocation, ensuring optimal use of capital and sustaining the company's financial health.• Implement compliance measures and risk management strategies across all aspects of business operations, safeguarding company integrity and adhering to industry regulations.

• Delivered personalized technical support, achieving a customer satisfaction rate of over 97% through effective troubleshooting and empathetic service.• Resolved an average of 21+ technical issues daily with a 99% success rate, significantly reducing repeat customer visits and enhancing trust in Apple products.• Championed Apple’s commitment to Inclusion & Diversity by providing translation services in French and Kinyarwanda, facilitating clear communication for a diverse customer base and enriching the overall service experience.

• Proactively identified and addressed customer needs, providing tailored solutions that ensured a high level of satisfaction and loyalty. • Demonstrated exceptional ability to understand and resolve diverse customer inquiries, boosting the overall quality of service.• Efficiently diagnosed and resolved product-related inquiries, applying in-depth knowledge of Apple products and software. • Collaborated with technical teams when necessary to ensure comprehensive support and seamless customer experience.

• Assisted with work required for the assembly of SNAP test kits as well as Quanti-Tray system packs. • Operated newly assembled Quanti-Tray Machine including troubleshooting and minor repairs for electro-mechanical manufacturing of the machine.• Analyzed manufacturing and quality control documents, government regulations, as well as technical procedures.• Worked closely with cross-functional teams, providing production and process training to enhance team skills and knowledge.• Utilized Lean Manufacturing principles and 5S methodology to optimize production processes and maintain a clean and organized work environment.• Leveraged MS Office tools for data analysis, documentation, and reporting, enhancing operational workflows and communication.

• Performed work required for the assembly of COVID-19 test kits, devices, and the final product.• Performed laboratory tests to ensure quality of the final product. Performed record-keeping and data collection.