Summary
Overview
Work history
Education
Skills
Certification
Languages
Timeline
Generic

Ashraf Kyambadde

Kampala,102

Summary

Experienced IT professional with expertise in incident and request management, M365 administration, and Active Directory. Proficient in network troubleshooting, LAN/WAN configuration, and routing protocols, including Cisco technologies. Skilled in hardware/software troubleshooting, root cause analysis, and utilising remote support tools to deliver customer-centric solutions. Adept at cross-team coordination, training, and documentation to enhance operational efficiency. Committed to leveraging technical expertise and communication skills to drive seamless IT operations and support organisational goals.

Overview

8
8
years of professional experience
4
4
years of post-secondary education
1
1
Certification

Work history

TECH SUPPORT ENGINEER

SHANGHAI WICRESOFT CO.LTD
Shanghai
07.2021 - 05.2025
  • Incident Management: Serve as escalation point for complex technical issues, resolving 90% of Tier 1/3 tickets within SLA.
  • Customer Success: Improved satisfaction scores by streamlining communication and providing timely incident updates.
  • Cross-Team Collaboration: Partner with developers to document recurring issues, reducing repeat tickets.
  • Training & Knowledge Sharing: Conduct workshops for end-users and junior staff on troubleshooting best practices.

IT OFFICER

RUNWAY NETWORKS LTD
KAMPALA
09.2017 - 06.2019
  • Service Request Fulfillment: Installed and configured network equipment (Wi-Fi, LAN), ensuring maximum uptime for Airtel clients.
  • User Support: Trained 50+ clients on ICT resources, reducing basic troubleshooting queries.
  • Ticket Management: Logged and prioritized service tickets, improving resolution time.
  • Submit service tickets for equipment maintenance requests.

Education

Bachelor of Engineering - Telecommunications Engineering

Kyambogo University
08.2013 - 12.2017

Skills

  • Incident/Request Management
  • M365 Administration
  • Active Directory
  • TCP/IP Protocols
  • Hardware/Software Troubleshooting
  • Root Cause Analysis
  • Remote Support Tools
  • Customer-Centric Communication
  • Cross-Team Coordination
  • Training & Documentation
  • Routing protocols knowledge
  • Cisco
  • Network troubleshooting
  • LAN/WAN configuration

Certification

  • M365 Administration
  • CCNA
  • Networking with Windows Server 2016
  • Azure Fundamentals

Languages

English (Fluent)
Chinese (HSK3)
Luganda (Native)

Timeline

TECH SUPPORT ENGINEER

SHANGHAI WICRESOFT CO.LTD
07.2021 - 05.2025

IT OFFICER

RUNWAY NETWORKS LTD
09.2017 - 06.2019

Bachelor of Engineering - Telecommunications Engineering

Kyambogo University
08.2013 - 12.2017

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Ashraf Kyambadde