Emmanuel Kanyike Kaye
IT Specialist
Kampala
Summary
Professional IT support expert skilled in troubleshooting, system administration, and network management. Adept at driving team collaboration and adapting to dynamic environments. Known for reliability and delivering results through strong technical and interpersonal skills. Proficient with range of software and hardware solutions, ensuring seamless IT operations.
Overview
9
9
years of professional experience
9
9
years of post-secondary education
Work History
Technical Support Specialist
Engie Energy Access
01.2023 - Current
- Provide first point and expert-level technical assistance to end users, resolving complex issues in a timely manner for Uganda staff, covering all 49 regional service centers.
- Direct and coordinate the local implementation of EEA Uganda IT operations, projects and programs, ensuring alignment of IT services with the business needs and best practices through ITIL4 Framework
- As a key member of the distributed EEA IT team, lead security initiatives, education and resolution programs to enhance and maintain EEA's security profile within the overall ENGIE group.
- Modernization of the EEA Call center managing 250 employees ensuring 99% uptime by implementing power backup and internet redundancy.
- Directed the development of an effective disaster recovery plan that protected vital data during unforeseen events such as power outages or natural disasters with guaranteed 80% operations recovery.
IT Support Specialist
Samasource
01.2019 - 12.2022
- Used ticketing systems to manage and process support actions and requests ensuring 99% SLA target
- Engaged over 10 vendors and other service providers to ensure delivery of quality equipment and that all service providers are meeting high standards i.e suppliers and ISPs
- Management of assets and implementation manage engine and other asset management tools.
- Implement and manage cloud backup solutions for office/individual users as per Samasource IT recommendations and provide the necessary training on the use of these cloud back-up solutions..
- Performed root cause analysis on recurring issues, implementing permanent fixes to prevent future occurrences.
IT Officer
Management Sciences for Health
08.2016 - 12.2018
- Select and implement suitable technology to streamline all internal operations and help optimize their strategic benefits.
- Control and maintain IT systems such as to minimize IT service downtime ensuring 99% uptime.
- Performing preventive maintenance service on the IT equipment on a scheduled basis for all 230 Uganda.
- Maintain a record of the equipment received for repairs and maintenance.
- Provided exceptional IT support for staff members, resulting in increased productivity.
- Upgraded outdated systems with modern technology, enhancing overall performance and reliability.
Education
ITIL 4 -
APTech
Uganda 01.2021 - 01.2022
BSc - Computer Science
Makerere University
Uganda 08.2012 - 01.2016
UACE -
Namirembe Hillside H/S
Uganda 01.2009 - 01.2011
UCE -
Mengo Senior School
Uganda 01.2006 - 01.2009
AREAS OF EXPERTISE
- ITSM (JIRA, ManageEngine, Zoho)
- ITIL 4
- Cloud Services (Office 365, G-suite, AWS, ERP)
- Security Fundamentals ( ISO/IEC 27001:2013 , ISO 9001:2015 , Fortigate, Sophos)
- Hardware & Software management (Manage Engine, JIRA
- Communication Skills
- Teamwork and Collaboration
- Problem-Solving Abilities
Accomplishments
- Designed and implemented the modernization of the Mysol call center from 80 users to 250 users achiving 96% efficiency in 1 year
- Managed and coordinated IT department Business continuity Plan during the 2020 Covid Pandemic with only 20% downtime recovering full operations in 5 days. •
Timeline
Technical Support Specialist
Engie Energy Access
01.2023 - Current
ITIL 4 -
APTech
01.2021 - 01.2022
IT Support Specialist
Samasource
01.2019 - 12.2022
IT Officer
Management Sciences for Health
08.2016 - 12.2018
BSc - Computer Science
Makerere University
08.2012 - 01.2016
UACE -
Namirembe Hillside H/S
01.2009 - 01.2011
UCE -
Mengo Senior School
01.2006 - 01.2009
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