Summary
Overview
Work History
Education
Skills
Languages
Websites
Certification
References
Timeline
Generic

Isaac Jonathan Akena

Kampala

Summary

IT Support Specialist with over four years of experience in technical support and system administration. Skilled in resolving user issues, implementing security measures, and collaborating on IT projects. Proficient in JIRA and network monitoring tools, committed to continuous improvement through professional certifications.

Overview

9
9
years of professional experience
1
1
Certification

Work History

IT Support Specialist

SAMA
Kampala
10.2021 - 06.2025
  • Resolved user technology queries (tickets) within agreed SLA times using IT Service Management tools, i.e., JIRA, achieving an efficiency goal of 95% within the IT department.
  • Tested and approved applications rigorously before being enrolled in the production environment, such as IVMS (biometric system), Envoy, 1Password, and Loom.
  • Monitored network traffic and data usage for any abnormalities, using network monitoring software tools such as Zscaler, FORTINET firewall, and PRTG (Paessler Router Traffic Grapher).
  • Implemented IT security measures and reduced the risk of malware attacks to protect sensitive company data and networks. This includes the training of non-IT staff using KnowBe4 cybersecurity training, setting up policies on the firewall, and endpoint security, among other measures.
  • Collaborated with individuals globally and tracked the progress of projects using Asana. This includes vendor support.
  • Installed, configured, maintained, and upgraded approved hardware and software, for example, Anydesk, Active Directory, Crowdstrike Falcon, VMs, AV, etc.
  • Created and delivered regular updates and system performance reports for both IT and other departments.
  • Patched vulnerabilities using ManageEngine Patch Manager, and tracked our vulnerability reports from Nessus and CrowdStrike Falcon custom dashboards.
  • Conducted training sessions for staff on new software applications and tools. This was done in person and via Zoom or Google Meet.
  • Managed user access and assigned permissions to users on biometric systems, Google Workspace, and other custom platforms.
  • Troubleshot hardware issues and worked with external service providers to facilitate support for end users.
  • Supported and tracked asset management using tools such as SnipeIT and Google Sheets.
  • Collected, analyzed, and reported on data for use in operational planning.
  • Created and implemented a preventative IT maintenance plan, with a yearly tracker, with my team.
  • Oversaw daily performance of computer systems.
  • Resolved user problems via phone, email, and chat, ensuring timely and effective solution

Assistant IT Instructor

MAKERERE UNIVERSITY
Kampala
02.2021 - 03.2021
  • I prepared the lesson content beforehand with the lead instructor.
  • Installed custom software to be used for online testing and practice, such as the Microsoft Office Suite.
  • I taught and examined both theory and practical class content.
  • I obtained the IC3 certificate upon completing the study.
  • Ninety percent of the students taught earned the IC3 certification, adding to their skill set.

IT Infrastructure Support

ECOBANK UGANDA LTD
Kampala
02.2019 - 10.2019
  • Installed, upgraded, and updated the operating system and custom software in the bank, such as the Microsoft suite, printer & computer drivers.
  • Trained users on the technologies and software employed by the bank. This was done in person and remotely.
  • Resolved any hardware and software issues faced by the staff onsite and remotely.
  • Assigned tickets to the responsible parties for resolution within the stated time using SysAid.
  • Performing hardware and software maintenance within the bank. Hardware failure was significantly reduced through annual maintenance.
  • Reduced ticket breaches by being the first level support at the bank.

Data Entrant

MERCY CORPS UGANDA
Kampala
12.2016 - 01.2017
  • Performed entry of data gathered from the field into a custom sheet to be used for humanitarian projects.

IT Intern

HOSTALITE CYBER ACADEMY
Kampala
06.2016 - 08.2016
  • Learnt hardware maintenance and software development in the IT department within the academy, whilst supporting other enrolled students.
  • Participated in a climate change hackathon aimed at combating the effects of climate change using IT solutions.

Education

Master of Science - Information Security and Digital Forensics

University of East London
London, England
09-2024

B.Sc - Computer Science

Makerere University
Kampala, Uganda
01-2018

UACE, UCE -

Bishop Cipriano Kihangire S.S
Kampala, Uganda
12.2013

Skills

  • Collaboration
  • Problem solving
  • Communication
  • Technical and application support
  • Computer networking
  • Documentation and report writing
  • System administration
  • Analytical thinking

Languages

Acholi (Luo)
First Language
English
Advanced (C1)
C1

Websites

Certification

Completed:

  • Certified in Cybersecurity (CC)
  • Cisco Certified Network Associate (CCNA)
  • Internet core competency (IC3)

Pending

  • AWS Certified AI Practitioner
  • AWS Certified Cloud Practitioner
  • CompTIA Network+

References

References available upon request.

Timeline

IT Support Specialist

SAMA
10.2021 - 06.2025

Assistant IT Instructor

MAKERERE UNIVERSITY
02.2021 - 03.2021

IT Infrastructure Support

ECOBANK UGANDA LTD
02.2019 - 10.2019

Data Entrant

MERCY CORPS UGANDA
12.2016 - 01.2017

IT Intern

HOSTALITE CYBER ACADEMY
06.2016 - 08.2016

Master of Science - Information Security and Digital Forensics

University of East London

B.Sc - Computer Science

Makerere University

UACE, UCE -

Bishop Cipriano Kihangire S.S

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