Painting
Jonah Musanyana
Software Engineer
Kampala
Summary
Innovative IT Support Specialist with experience in selecting and setting up diverse technical equipment. Strong written and oral communication skills resulting in knowledgeable, satisfied customers. Excellent instructional and problem-solving skills reduce concerns related to new technology. Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Creative Technical Support Representative eager to find novel and productive solutions for customer issues. Adapts to unique complaints and queries with thorough research and expert critical thinking skills. Committed to problem resolution and customer satisfaction. Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call. Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products. Skilled software engineer with broad base of experience in technical support and operations. Resolves problems quickly, delivering high levels of customer satisfaction. Excellent knowledge of software. Skilled Technologist with experience configuring computers, servers and peripheral devices to work within established company and security parameters. Adept at managing permissions, filters and file sharing. Devoted troubleshooter with deep understanding of system architecture and diagnostics. Reliable employee seeking software position. Offering excellent communication and good judgment.
Overview
4
4
years of professional experience
3
3
Languages
Work History
IT Support Specialist
Ron Outsourcing
Kampala
09.2021 - 11.2022
- Offered new customers training to reduce frustration and improve customer satisfaction.
- Developed and tested new product offerings prior to release to assist development team in bug identification.
- Created help desk tickets, troubleshot and resolved desktop issues.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Updated software to safeguard against security flaws.
- Responded to faults in networks to rapidly restore connectivity and prevent unnecessary downtimes.
- Answered questions and provided information to customers about new software or hardware.
- Delivered onsite technical support for Ron-outsourcing employees.
- Managed backup and recovery of data assets to safeguard system availability.
- Determined hardware and network system issues using proactive troubleshooting techniques.
- Prepared new computers and mobile devices according to internal policies on standardized software and security deployments.
- Assigned system permissions and set up computers to assist with onboarding new employees
- Configured hardware and granted system permissions to new employees.
- Submitted service tickets for equipment maintenance requests.
- Translated complex technical issues into digestible language for non-technical users.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Provided documentation on troubleshooting of technical processes to support desk staff.
- Researched product and issue resolution tactics to address customer concerns.
- Managed high levels of call flow and responded to all technical support needs.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Used ticketing systems to manage and process support actions and requests.
- Delivered onsite technical support for Ron-outsourcing employees
Systems Analyst Programmer
Computer Medics
Kampala
05.2020 - 12.2020
- Provided comprehensive training to internal and off-site users to optimize systems maintenance and resolve recurring issues.
- Created patches and solutions to fix bugs in existing applications.
- Contributed to development, administration and testing of disaster recovery plans.
- Attended meetings to deliver status reports to key stakeholders.
- Tested software remotely and onsite for server sets to maintain operational readiness.
- Spearheaded inventory control measures to replenish and maintain IT equipment.
- Developed modification program to determine compatibility with various software.
- Performed software installations and upgrades to UNIX or Windows operating systems.
- Detailed upcoming software upgrades and system sprints to team members.
- Implemented internet and intranet applications on multiple platforms.
- Integrated and updated software products to boost system compatibility.
- Mentored employees and offered constructive feedback for performance improvement.
- Conducted routine and emergency maintenance of assigned data center equipment.
- Planned computer systems using information engineering and structured analysis.
- Performed system analysis, documentation, testing, implementation and user support for platform transitions.
- Conducted system analysis and implementation to maintain and improve computer systems.
- Developed diagrams to describe and lay out logical operational steps.
- Provided client support on system operation and troubleshooting.
- Established specifications and coordinated production with software programmers.
- Monitored employee tasks to gauge business functions and inefficiencies.
- Gathered requirements and performed gap analysis through design workshops with users.
- Defined and documented scope of projects for distribution to team.
- Investigated system issues and implemented resolutions to reduce downtime.
- Enhanced interfaces to promote better functionality for users.
- Assessed business requirements to create focused solutions.
- Educated stakeholders on data protection tactics to reduce breaches.
- Organized system operating procedures to strengthen controls.
Junior Software Engineer
Creativity in motion
Kampala
05.2017 - 11.2017
- Collaborated with team to analyze system solutions based on client requirements.
- Manipulated and implemented object-oriented programming models.
- Ran ticketing scans and promptly addressed critical issues.
- Applied computational procedures and advanced mathematics in coding environments.
- Used git to track project versions.
- Employed debugging tools to promptly correct code issues.
- Collaborated with senior software staff to produce new software solutions.
- Tested troubleshooting methods and documented resolutions for inclusion in knowledge base for support team use.
- Planned and developed interfaces that simplified overall management and offered ease of use.
Field Supervisor
Ebowa Investments
Lira
03.2014 - 01.2016
- Met with customers to resolve issues and build productive relationships.
- Delivered new-hire orientation, training and ongoing educational programs to foster team development.
- Investigated issues and developed effective solutions.
- Planned and scheduled field activities according to set timelines and order of operations.
- Promoted availability of vendor resources through continuous contact and coordination.
- Administered budget, tracked expenses and documented changes.
- Operated heavy equipment on daily basis.
- Communicated with stakeholders on job milestones.
Education
Bachelor of Science - Software Engineering
Makerere University
Kampala, Uganda 05.2020 - 05.2020
Skills
TCP/IP
Affiliations
Google development group Uganda
Meta Circle Uganda
Interests
Swimming
Traveling
Timeline
IT Support Specialist
Ron Outsourcing
09.2021 - 11.2022
Systems Analyst Programmer
Computer Medics
05.2020 - 12.2020
Bachelor of Science - Software Engineering
Makerere University
05.2020 - 05.2020
Junior Software Engineer
Creativity in motion
05.2017 - 11.2017
Field Supervisor
Ebowa Investments
03.2014 - 01.2016
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