Innocent Otim
IT SUPPORT ENGINEER
Kampala,102
Summary
Results-oriented IT Support Engineer with superior problem-solving and critical thinking skills, as well as meticulous attention to detail and methodical nature. Skilled in tackling problems in unique ways to develop innovative solutions. Consistently recognized by superiors and peers for knowledge and expertise.
Overview
3
3
Languages
2
2
Certifications
14
14
years of professional experience
5
5
years of post-secondary education
Work History
RESIDENT IT SUPPORT ENGINEER
TOTALENERGIES UGANDA
KAMPALA, KAMPALA
02.2018 - Current
- Offered friendly and efficient service to all customers, handled challenging situations with ease.
- Identified issues, analyzed information and provided solutions to problems.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Maintained and repaired facilities, equipment and tools to achieve operational readiness, safety and cleanliness.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Investigated and corrected problems with printers, copiers and other peripheral devices.
- Set up hardware and software in optimal configurations to meet network performance requirements.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Analyzed errors and technical issues to identify troubleshooting methods needed for quick remediation.
Technical Support Engineer
SYBYL LTD
KAMPALA, KAMPALA
07.2012 - Current
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Collaborated with outside departments to implement system-wide improvements.
- Configured hardware, devices and software to set up work stations for employees.
- Helped streamline repair processes and update procedures for support action consistency.
- Provided IT support to users in uptime environment.
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Performed root cause analysis and general troubleshooting.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
Records Clerk
Uganda revenue authority
KAMPALA, NAKAWA
08.2009 - 12.2010
- Updated records with new information.
- Assisted with typing, data entry and answering incoming calls as required.
- Checked daily incoming paperwork and documents and made copies before filing.
- Sorted all paperwork and documents alphabetically and according to dates and significance.
- Maintained 80% efficiency for large record volume organization.
- Tracked incoming and outgoing files and materials and maintained accurate records for potential discrepancies.
TRAINEE
Kakira sugar works
JINJA, KAKIRA
06.2009 - 08.2009
- Generated reports of findings to help management with making key decisions.
- Disassembled and assembled equipment for repair, cleaning and maintenance.
- Performed troubleshooting duties on malfunctioning IT equipment to resolve issues and prevent project stoppage.
Education
Ordinary Diploma - Computer Engineering
Kyambogo University
Kampala Uganda 06.2009 - 02.2012
Bachelor of Science - Information Technology And Computing
Kyambogo University
Kampala 06.2013 - 02.2016
Skills
IT department support
On-Site Technical Support
On-Site Support
Technical issues analysis
Desktop support
Application support
Wide-area Networks
Windows 10
Adobe and Adobe Flash
Hand tool knowledge
Teamwork
Multitasking abilities
Flexible & Adaptable
Good listening skills
Hardware Component repair
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Certification
Introduction To Windows Server Administration
Timeline
Windows 10 Course (2020 Edition)
11-2021
Introduction To Windows Server Administration
10-2020
RESIDENT IT SUPPORT ENGINEER
TOTALENERGIES UGANDA
02.2018 - Current
Bachelor of Science - Information Technology And Computing
Kyambogo University
06.2013 - 02.2016
Technical Support Engineer
SYBYL LTD
07.2012 - Current
Records Clerk
Uganda revenue authority
08.2009 - 12.2010
TRAINEE
Kakira sugar works
06.2009 - 08.2009
Ordinary Diploma - Computer Engineering
Kyambogo University
06.2009 - 02.2012