About / Founder
Innocent Jr. C. Ndeke
Better operations. Practical technology. AI that gets used.
I help organizations fix how work gets done, modernize the systems behind it and adopt AI in ways that hold up in daily operations. That work draws on an engineering degree and eight years running Microsoft support operations in Lagos and Kigali, and continues today through NURBIX.
Two firsts in Rwanda
Built Microsoft's first MLTS Consumer and first Security, Compliance & Identity support operations in Rwanda, delivered through Teknowledge.
Live in days
Operations, procurement and showroom platforms delivered for a NURBIX client within its first weeks.
Engineer by training
B.Eng, Electrical & Electronics Engineering, followed by eight years leading Microsoft support operations.
From engineering to operations to transformation
The common thread is translation: take a business problem, find what is really causing it, and turn that into a process, a system or a team that performs better.
My career started in engineering. I designed and installed solar and hybrid power systems, electrical installations and telecom systems. That work taught me to understand how a system actually works before trying to change it.
From 2016 I moved into technology operations, first leading a software support team at LinkOrion Technology. I then spent eight years at Teknowledge inside Microsoft's global support ecosystem, first in Lagos and then in Kigali. I rose from Technical Support Engineer to Operations Manager. In Kigali I built Microsoft's first MLTS Consumer and first Security, Compliance & Identity support operations in Rwanda from zero. I then led Microsoft Recovery Services operations across global regions. My remit covered service delivery, KPI governance, quality, workforce leadership and AI adoption, plus the commercial relationship with the client — monthly executive business reviews, consumption and seat-based models, and line-of-business expansion and renewals.
In 2026 I founded NURBIX LTD to bring that discipline to organizations in Rwanda and across Africa. Through NURBIX, I currently lead an engagement with DECOCO, a Kigali construction, fit-out and engineering firm, covering its production, business development and digital systems. There I designed and delivered its operations, procurement and virtual-showroom platforms.
The problems I'm brought in to fix
Growth has outpaced the way work is organized
Map how work actually flows, redesign the operating model, and put KPIs, governance and escalation paths in place.
Service and customer operations are inconsistent
Build service-delivery frameworks: capacity planning, incident and escalation management, quality assurance and performance reviews.
Systems are disconnected or missing
Specify and deliver business systems (ERP, operations and procurement platforms) around how the business really runs, then drive adoption.
AI is on the agenda but not in operations
Identify where AI and automation pay back, redesign the workflow around them and build the team habits that make them stick.
Leadership capacity is thin
Step in as a fractional leader or program lead to set direction, run delivery and develop the people who will own it next.
Quality depends on individuals, not a system
Design and embed a quality management system: documented processes, internal audits, corrective action and on-site staff training.
DECOCO: digitizing a project-driven business
DECOCO is a Kigali construction, interior fit-out, furniture manufacturing and engineering firm. As Production Manager – Fitout Workshop & Business Development in IT, engaged through NURBIX, I run its fit-out workshop, lead business development, and lead its move from paper and messaging apps to integrated digital systems. Since September 2026.
Operations platform
Inventory, workshop jobs, projects, assets and approvals in one role-based system across 12 roles, with an audit trail and mobile scanning.
Procurement system
Full procure-to-pay: approval chains with delegation, RFQs, receiving with inspection, three-way invoice matching and project budget tracking.
Virtual showroom
A quote-led public showroom across interiors, furniture and construction, feeding enquiries straight into operations.
Customer portal
Customer accounts, saved selections, order requests and live tracking of workshop jobs.
Quality management for a Kigali-based organization
Designing and embedding a quality management system: documented processes, internal audits and corrective action, with weekly on-site training so staff own the system rather than just comply with it.
What I bring to an engagement
Strategy & leadership
- Strategic operations
- Organizational design
- People leadership & coaching
- Performance management
- Management reporting
Operations & quality
- Service delivery & ITSM
- Capacity & workforce planning
- Incident & escalation management
- Quality management systems & internal audit
- Production & workshop management
Technology & AI
- Technology strategy
- Digital transformation
- AI adoption & automation
- ERP & business systems delivery
- Data & reporting
Delivery & growth
- Program & product management
- Procure-to-pay & approval design
- Change management & training
- Stakeholder & executive governance
- Business development
Proven in current NURBIX engagements: DECOCO covers production and workshop management, procure-to-pay design and business systems delivery. The QMS engagement covers quality management systems, internal audit and on-site training.
Tools: Microsoft 365 · Azure · Dynamics 365 · Power Platform · Power BI · Copilot · Odoo ERP · Claude and generative AI · SQL · Lean Six Sigma
How the capability was built
Jun 2026 – present
Founder & Managing Director
NURBIX LTD · Kigali
Founded a business transformation company spanning operations, technology, AI and engineering. Current engagements: DECOCO, and a 12-month quality management engagement for a Kigali-based organization.
Dec 2025 – Jul 2026
Operations Manager, Microsoft Recovery Services
Teknowledge · Kigali
Led managed-service operations across global regions; ran executive business reviews with the client and owned commercial models, expansion and renewals.
Sep – Dec 2025
Manager, Microsoft Security & Compliance
Teknowledge · Kigali
Built Microsoft's first Security, Compliance & Identity support operation in Rwanda from zero.
Jan 2024 – Sep 2025
Operations Team Manager, Microsoft MLTS Consumer
Teknowledge · Kigali
Built Microsoft's first MLTS Consumer support region in Rwanda. Raised Help Resolve from 69% to 90.5%, cut unresolved incidents 60%, and led Copilot and AI-workflow adoption that lifted productivity 38% and cut handling time 31%.
Apr 2021 – Jan 2024
Technical Support Manager
Teknowledge · Lagos
Managed enterprise Microsoft support; raised customer satisfaction 15% and project completion 25%.
Aug 2018 – Apr 2021
Technical Support Engineer
Teknowledge · Lagos
Tier 2/3 support for Microsoft 365 and enterprise environments; cut escalation turnaround 30%.
Sep 2016 – May 2019
Support Manager
LinkOrion Technology Ltd · Delta, Nigeria · part-time from Aug 2018
Led a software support team; performance tracking and workflow changes improved operational efficiency 25%.
Engineering foundation — industrial operations and maintenance, solar and hybrid power systems, inverter design, high-voltage installations and telecom systems.
Measured results from operations I’ve led
Help Resolve rate, up from 69%
MLTS Consumer, 2024–2025 · workflow redesign, coaching and governance
Fewer unresolved incidents
MLTS Consumer, 2024–2025 · proactive monitoring and root-cause analysis
Productivity increase
MLTS Consumer, 2024–2025 · Copilot and AI-enabled workflows
Lower average handling time
MLTS Consumer, 2024–2025 · Copilot and AI-enabled workflows
Customer satisfaction
Technical Support, 2021–2024 · with project completion up 25%
Faster escalation turnaround
Technical Support, 2018–2021 · structured troubleshooting
Results from operations led at Teknowledge on Microsoft programs. Also: over 100% of forecast volume two months running (Q1 2025).
Recognition
Excellence in Action Award
Over 100% of forecast volume for two consecutive months despite network outages, public holidays and staffing gaps — while mentoring four leadership candidates toward Team Leader roles.
“Innocent, we never worry. He's always ten steps ahead.”
B.Eng, Electrical & Electronics Engineering
Major in Electronics & Telecommunications, 2017. Followed by a Diploma in Energy Transition from IFP School, France. Hands-on engineering in solar and hybrid power systems, power distribution, inverter design and telecom systems — the systems thinking behind everything since.
- Lean Six Sigma — Yellow & Green Belt
- Microsoft Certified: Azure Fundamentals (AZ-900) · Microsoft 365 Fundamentals
- Microsoft Copilot AI for Managers · Google Data Analytics
- Fortinet NSE 1 & 2
- ITIL 4 Foundation · PMP · in progress
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