Kevin Okura
Information Technology Specialist
Kampala
Summary
Astute IT Professional with a proven ability to analyze, diagnose and resolve computer user support issues. Experienced in providing comprehensive technical support to users and resolving complex technical issues. Possesses knowledge of standard operating systems, server management and networking protocols.
Overview
14
14
years of professional experience
5
5
years of post-secondary education
12
12
Certifications
Work History
IT SPECIALIST
DEUTSCHE GESELLSCHAFT FÜR INTERNATIONALE ZUSAMMENARBEIT (GIZ)
9 2020 - Current
- Maintenance and configuration of Cisco Meraki Firewalls, Switches, Access points and switches.
- Maintenance and management of Server 2019 and Active Directory
- Development of Digitalization policies and proactive implementation of new technologies
- In charge of software upgrade planning for end-users, servers, switches, routers, and access points
- Proactive monitoring of Windows defender antivirus threats and mitigating attacks before they happen by isolating the affected network equipment
- Coordination and designing of IT Policies and IT Security policies
- Proactively develop cost effective desktop solutions for all aspects of the organization, Effectively and precisely assess/ predict, set, and manage desktop (Hardware and Software) inventory
- Helped streamline repair processes and update procedures for support action consistency.
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Collaborated closely with other departments to provide tailored technology solutions that addressed their specific needs or challenges.
- Configured and tested new software and hardware.
- Trained employees on new technologies, increasing competency levels across the organization.
- Managed hardware and software inventory, ensuring timely updates and replacements as needed.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Maintained a comprehensive knowledge of current industry trends, developments, tools, or techniques relevant to the role of an IT specialist.
- Introduced ticketing systems to manage and process support actions and requests.
- Secured sensitive data by establishing robust cybersecurity measures and protocols.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Led migration projects to modernize legacy systems without disrupting daily operations or compromising security standards.
- Reduced downtime by identifying potential issues and resolving them proactively.
- Evaluated emerging technologies for feasibility, cost-effectiveness, and potential value-add to the company''s IT ecosystem.
- Enhanced system efficiency by implementing and maintaining IT infrastructure upgrades.
- Applied effective time management techniques to meet tight deadlines.
- Developed and implemented preventive maintenance procedures.
- Diagnosed and troubleshot hardware, software and network issues.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Spearheaded digital transformation initiatives, driving innovation and competitive advantage within the organization.
- Designed comprehensive IT policies to ensure compliance with industry regulations and best practices.
- Collaborated with cross-functional teams to develop innovative IT strategies aligned with business goals.
- Implemented user access controls to minimize unauthorized access risks while preserving operational flexibility for authorized users.
SENIOR IT SUPPORT OFFICER
UGANDA TELECOM LTD.
02.2016 - 08.2020
- Management of Active Directory and Distributed File Systems
- Maintenance and management of Microsoft Exchange Servers
- Directing Enterprise operating System and software upgrade planning and project execution
- Directing IT Support Teams responsible for deployment, monitoring, maintenance, asset management and third level support for all desktop, laptop, and wireless hardware
- Management of Antivirus Servers and ensuring all threats are mitigated before entry into organization, Proactively monitoring Trouble ticket system and ensuring all tickets are closed in timely manner
- Coordination and designing of IT Policies and IT Security policies
- Provide executive support to the EXCO Team and Board Members
- Coordinate and facilitate negotiations for enterprise software license purchases and renewals
- Proactively develop cost effective desktop solutions for all aspects of the organization
- Mentored junior staff members, helping them develop their skills and advance in their careers.
- Delivered high-quality training programs, enhancing employee skill sets and contributing to professional development efforts.
- Addressed public questions, complaints and requests and provided necessary assistance.
- Optimized resource utilization by reallocating personnel based on workload assessment resulting in balanced workload distribution among the team members.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Maintained strict adherence to industry regulations, minimizing risk exposure for the organization.
- Enhanced communication between team members by organizing regular meetings and fostering open dialogue.
- Boosted team morale through recognition programs, resulting in higher productivity levels.
- Developed effective improvement plans in alignment with goals and specifications.
- Increased employee satisfaction with constructive performance evaluations and targeted feedback.
- Developed and implemented strategic plans to meet organizational goals, ensuring alignment with company objectives.
- Implemented process improvements that streamlined workflows, reducing redundancies and increasing operational efficiency.
- Demonstrated a high level of initiative and creativity while tackling difficult tasks.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Proven ability to develop and implement creative solutions to complex problems.
- Identified issues, analyzed information and provided solutions to problems.
IT SUPPORT OFFICER
UGANDA TELECOM
05.2013 - 01.2016
- Ensure that resources and end-user work tools are always available
- Management of IT Service Desk Ticketing System (ManageEngine)
- Monitoring of Space, CPU Utilization and Memory usage on servers using Icinga
- Maintain, document, and update all asset allocations and movements
- End-User Support to end users either physically or remotely
- Configure Blackberry Enterprise Services for all users on Blackberry platform
- Configuration of Emails on Android OS, iOS and Windows Mobile
- Monitor and manage the network systems and application security
- Provide Printer installations, maintenance, and configurations
- Coordinate software evaluations and installations
- Provide Operating System installations of all Operating Systems
- Carry out quarterly preventive maintenance activities to all organization computers, Installation, configuration, maintenance of computer hardware and software
- Audits and review systems and practices to ensure compliance with procedures and standards
- Participate and support change management processes as requires
- Provide Level 1 Support to Active Directory tasks i.e., Password reset, Account creation and User profiles
- Provide weekly reports and service tracker reports
- Supervision and training of Staff and interns
- Carry out research and propose, evaluate, test, and implement new solutions.
INTERN
ZAIN UGANDA NOW AIRTEL UGANDA
07.2010 - 11.2010
- Install and Configure user Desktop including Software installations and configuration and end-user support
- Maintain and repair all PCs
- Configure LAN equipment such as routers and switches
- Structured Cabling
- Preparing internship reports
- Installation of shared printers over the network.
Education
Bachelor of Science - Computer Science
MAKERERE UNIVERSITY
Kampala, Uganda 04.2008 - 04.2011
UGANDA ADVANCED CERTIFICATE OF EDUCATION -
BISHOP CIPRIANO KIHANGIRE
Kampala, Uganda 04.2006 - 04.2007
UGANDA CERTIFICATE OF EDUCATION -
BISHOP CIPRIANO KIHANGIRE
Kampala, Uganda 04.2004 - 04.2005
Skills
Virtualization Technologies
IT Security and Networking
Microsoft Office Suite
IT Service Desk Management
Server and Systems Management
End-User Support
Cloud Computing
Unix/ Linux Systems
Customer Service
Service Schedule Coordination
Incident Management
Troubleshooting
Windows 10
Friendly and Patient
Information Security
Issue Troubleshooting
Software Patches
User Support
System Upgrades
Hardware Evaluations
Microsoft Windows and Office
Error Detection
Technical Documentation
Software Implementation
Hardware Configuration
Analytical Thinking
LAN/WAN
Microsoft Outlook
Interpersonal Communication
Staff education and training
Multitasking Abilities
Service Desk Team Management
Help Desk Support
ITIL Framework
Laptop Servicing
User Training
Websites
Certification
CERTIFICATE OF OUTSTANDING PERFORMANCE, UGANDA TELECOM LTD., 2014
References
- Mr. John Kafuuma Ssenyonjo, Head of IT and Digitalization, German International Cooperation (GIZ), P.O. Box 103822, Kampala, Uganda, +256 774 271349, Kafuuma.Ssenyonjo@giz.de
- Mr. Otaremwa Otuhumurize, Telecommunications Consultant, Kampala, Uganda, +256 774 212999, otaremwa@gmail.com
- Mr. Emmanuel Sserunjogi, Manager Production Services, Stanbic Bank, Kampala, Uganda, +256 782 624507, serunjogie@stanbic.com
Timeline
SENIOR IT SUPPORT OFFICER
UGANDA TELECOM LTD.
02.2016 - 08.2020
IT SUPPORT OFFICER
UGANDA TELECOM
05.2013 - 01.2016
INTERN
ZAIN UGANDA NOW AIRTEL UGANDA
07.2010 - 11.2010
Bachelor of Science - Computer Science
MAKERERE UNIVERSITY
04.2008 - 04.2011
UGANDA ADVANCED CERTIFICATE OF EDUCATION -
BISHOP CIPRIANO KIHANGIRE
04.2006 - 04.2007
UGANDA CERTIFICATE OF EDUCATION -
BISHOP CIPRIANO KIHANGIRE
04.2004 - 04.2005
IT SPECIALIST
DEUTSCHE GESELLSCHAFT FÜR INTERNATIONALE ZUSAMMENARBEIT (GIZ)
9 2020 - Current
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