Arthur Munanura
IT Specialist
Kampala,Uganda
Summary
Organized, dependable and hardworking candidate, successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
12
12
years of post-secondary education
15
15
years of professional experience
Work History
Service Desk Supervisor
National Information Technology Authority (NITA-U)
Lugogo, Kampala Region
12.2017 - Current
- Supervising and managing the overall performance of a team of Eleven (11) servicedesk staff, ensuring business and organizational goals are met.
- Overseeing daya to day activities of the service desk, among which include, incident logging and resolutions,change management, shift adherence.
- Addressing SLA concerns and make sure that tickets which are about to bleach are brought to the attention of resolver groups.
- Providing First Line Technical support to staff by troubleshooting computer, printer and other peripheral device related issues.
- Participating in Interviewing, selecting and hiring process of new quality servicedesk staff, as well as providing periodic training and assistance with career development to enhance staff skill set and knowledge.
- Participating in ITSM tool implementations for example use of spice works and remedy BMC.
- Acting as a second point of escalations from L1 Engineers
- IT Technical filed support for the installation of Kolibri E-Learning system in northern areas of Karamoja and Omoro District.
- Reviewing major outages and managing S1 tickets and ensuring smooth running of major incidents to maintain business continuity
- Supporting the implementation and procurement of the customer relationship management system for the service desk.
- Prepare handoff reports, monthly, quarterly and yearly reports.
- Working as a contract manager where I draft specifications for the supply of staff laptops, Imac machines, gaming laptops, projectors. This involves working with IT services provider(s)/ vendors to ensure that the requested equipment is delivered with right specifications
- Manage the central service and change requests, email, call queues and work flows to ensure timely and proper handling of items to meet service Level Agreements (SLA).
- Maintain and support systems, workstations, mobile devices, printers and peripherals; respond to user service requests as well as timely resolution of trouble tickets.
- Using the SIEM to ensure system security for desktop, mobile and cloud environments.
- Drafting framework contracts for the support of IT services and equipment to reduce down time and aging of IT Equipment.
- Creating extremely thorough and polished service requests and change orders as reported by customers and vendors.
- Assist business process manger and application solutions manager with various projects and tasks including information systems analysis for new systems.
- Develop rapport with the client by handling difficult issues with professionalism
- Ensuring that 90% of trouble tickets are closed on the first call without escalation.
- Develop and implement policies, procedures and process improvement initiatives to drive greater team effectiveness and efficiency and to adhere to corporate guidelines.
- Continuously interact with all levels of the organization and client leadership through attending and conducting weekly meetings.
- Maintaining of ICT inventory for all the equipment given out to staff.
- Quickly resolving complex issues including system crashes, network slowdowns, connectivity problems, security breaches, virus infections and more.
- Achieving a CSAT rating of 90% for consistently logged and monitored tickets to ensure fast, quality resolution of every issue.
- Setting up secure Wi-Fi, LAN and VoIP networks for Ministries Departments and Agencies (MDA), leading client/server configuration and performance-tuning of crucial infrastructure to ensure seamless business operations.
- Contract management for IT frame work contract with vendors.
- Using technical, analytical and communication skills to accurately identify user needs and provide effective solutions.
- Providing of timely remote IT support to all the ministries, Departments and agencies in Uganda.
Service Desk Engineer
Mobile Telecommunication Network (MTN)
Lugogo, Kampala Region
08.2014 - 12.2017
- Providing/installing necessary updates and patches for a number of databases for proper functionality. Some of those patches like imaging software’s for retrieving images from customer databases for updates.
- ·Answered calls to assist with users with an assortment of hardware and software related issues in mobile money, remedy, etc as well as providing an excellent customer service
- Provided level 1 and 2 technical support for 1000+ users in different OPCOS (operating countries). Ensured quick resolution of user concerns and escalated more complicated issues to helpdesk managers.
- Identifying the likely database errors from users and coming up with tickets that help escalate and follow up with database team for faster resolution. Some of these errors originated from database space running low especially on oracle -requiring purging.
- Enrolling users and maintaining system security on some of the databases used like customer registration databases (DMS), financial databases (IFS) etc.
- Managed e-mail, change order and voice mail queues, creating and escalating service requests with in SLA time frames and interacting with customers to gather and relay additional information as needed.
- Unlocking and resetting passwords that meets the complexity for the users of different databases.
- Generating various reports by querying from the remedy database as per need. This is done to generate reports on bleached incidences, Service Requests and problem tickets.
- Using the DIKW (data, Information, Knowledge and wisdom) techniques to present the generated reports to front office manager for decisions on SLAs.
- support problem identification. logging and categorizing.
- ·Creating and maximizing computer resources through defragmentation, deleting users remotely, clearing browsing history and caches.
- Advising workers on password status, account unlocking using AD and AL tools, using file encryption tools and folder locking software like folder lock to protect files
- Using LDAP to roll out and install new applications stored at the server.
- Directing users on how to get IP addresses and the impact they have on accessing LAN resources.
- Using exchange 2013 to create user accounts, email accounts that are in correspondence with MTN, enabling file sharing on the server, using group policies to provide access privileges, carrying out scheduled backups for data.
- Using Microsoft outlook web apps to allow users access and respond to mails outside office in real time.
- Assist users in defining their storage needs using online drives, how to access these drives and running commands that help connect and disconnect these drives to reduce down time
- Troubleshooting email related issues like corrupt pst files.
- Using msinfo32 utilities to generate a list of hardware requirements for the necessary IT inventory and help management and other departments like procurement in making IT related decisions.
- Using DC monitoring tools to determine the state of network links for faster troubleshooting and reducing down time.
- Escalate incidents that are critical to third party vendors as required and in a short time
- Using command line for faster checking of the user’s status in Active directory, find out the different domains and work groups he/she belongs, just for management purposes.
- A rich customer relationship experience. Attend to a number of customers with different educational background and different languages with IT related issues.
Teaching Assistant
Makerere University, College of Computing and Information Sciences
KAMPALA, Kampala Region
08.2009 - 04.2014
- Develop course materials for use in program delivery of a number of Course Units including, Project Planning and management, Executive Information Systems, Data ware housing and Business intelligence, Information Systems in Business, Software development principles, database management systems, website development and internet Technology, Introduction to Information Systems, Basic Management skills, Networking principles, communication for IS managers, Communication Skills, etc
- Tutored CCNA, Computer fundamentals
- Timely delivering of Courses to Students, set examinations, mark and even submit students’ performance records, marking guides to Respective heads of department of Computer Science and Information Systems.
- Attend panels for student’s projects.
- Participate in staff and management meetings
- Assessing students in industrial training.
- Participating in student’s supervision in internship
- Worked with lead teacher to monitor class schedule and take attendance.
- Supported student learning objectives through personalized and small group assistance.
- Reviewed lesson material with students individually or in small groups.
- Collated classroom materials to help teachers prepare for daily instruction and activities.
- Assisted lead teachers with lesson plan creation and materials development .
- Used behavior modeling and specialized teaching techniques to share and reinforce social skills.
- Assessed student assignments to check quality and completeness before submission for grading.
- Recorded grades for coursework and tests in online reporting system.
- Participated in lesson planning and curriculum implementation to promote quicker rollout and delivery.
- Completed range of simultaneous job tasks to support professor's academic, research and operational needs.
- Offered complete instructional support for students unable to attend regular classes.
- Searched at library and in scholarly databases to locate necessary information for research projects.
Data Manager
Mwebe SSebagala &Co.Advocates-Kampala
KAMPALA, Kampala Region
01.2010 - 12.2012
- Managed data analysis and reporting process for Twelve employees.
- Led multiple projects simultaneously, adhering to strict deadlines, and producing quality work.
- Supervised and trained staff providing leadership and supportive working environment.
- Developed and compiled reports on delivery of data and daily revenue projections.
- Provided reporting and technical expertise for maintenance of organizational processes.
- Reviewed source documents and listings to compile resources for identifying and correcting data allocation issues.
- Involved in planning of a number of activities of the IT department like internet scheduling, data backup, password management and scheduling, WIFI and access point
- configurations and its security, this was aimed at supporting the company’s growth through resource maximization
- Analyzed content access, retention and evaluation projects to maintain nonstop information repository.
- Oversaw security and information retention policies and practices according to internal and government-ordered standards.
- Lent qualitative analytical support to lead data analysis testing policy.
- Set up and controlled user profiles and access levels for each database segment to protect important data.
- Planned and implemented security measures to safeguard vital business data.
Education
Master of Science - Information Systems Change And Management
Manchester University
UK 01.2021 - Current
Bachelor of Science - Information Technology
Makerere University
Kampala 08.2006 - 01.2010
High School Diploma -
Muntuyera High School Kitunga
Ntungamo 01.2004 - 12.2005
No Degree - O'Level Certificate
Muntuyera High School
Ntungamo District 01.2000 - 12.2003
No Degree - ITILV3
Axelos
Axelos, Global Best Practices 06.2020 - 08.2020
No Degree - ISO20000
Sentinel Africa
Nairobi 01.2020 - 03.2020
No Degree - Certificate in Computer Systems Engineering
Makerere University
Kampala 06.2010 - 08.2010
No Degree - Certificate in ASP
Rosa International
Kampala 01.2007 - 06.2007
No Degree - CCNA-Discovery
Makerere University
Kampala 01.2007 - 12.2007
Skills
Good computer skills and the ability to use business support software
Listening to gospel music
Wano-by Ntaate
Timeline
Master of Science - Information Systems Change And Management
Manchester University
01.2021 - Current
No Degree - ITILV3
Axelos
06.2020 - 08.2020
No Degree - ISO20000
Sentinel Africa
01.2020 - 03.2020
Service Desk Supervisor
National Information Technology Authority (NITA-U)
12.2017 - Current
Service Desk Engineer
Mobile Telecommunication Network (MTN)
08.2014 - 12.2017
No Degree - Certificate in Computer Systems Engineering
Makerere University
06.2010 - 08.2010
Data Manager
Mwebe SSebagala &Co.Advocates-Kampala
01.2010 - 12.2012
Teaching Assistant
Makerere University, College of Computing and Information Sciences
08.2009 - 04.2014
No Degree - Certificate in ASP
Rosa International
01.2007 - 06.2007
No Degree - CCNA-Discovery
Makerere University
01.2007 - 12.2007
Bachelor of Science - Information Technology
Makerere University
08.2006 - 01.2010
High School Diploma -
Muntuyera High School Kitunga
01.2004 - 12.2005
No Degree - O'Level Certificate
Muntuyera High School
01.2000 - 12.2003
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