Lugwiire Benard
Technical Support Engineer
Kampala
Summary
Dynamic Technical Support Engineer with a proven track record at Sybyl Limited, excelling in issue diagnosis and system troubleshooting. Recognized for enhancing user productivity through effective remote assistance and mentorship. Adept at collaborating with teams to develop solutions, ensuring safety compliance and operational efficiency in security system installations.
Experienced with troubleshooting complex technical issues to ensure seamless operations. Utilizes strong analytical abilities to diagnose and resolve system problems effectively. Knowledge of customer service principles to provide exceptional user support and maintain high satisfaction levels.
Overview
9
9
years of professional experience
1
1
Certification
1
1
Language
Work History
Technical Support Engineer
Sybyl Limited
09.2021 - Current
- Provided technical support to end-users by diagnosing issues with software applications and hardware configurations, enhancing user productivity.
- Assisted in troubleshooting system malfunctions by analyzing error logs and user feedback, contributing to timely resolution of technical issues.
- Collaborated with cross-functional teams to identify recurring technical problems, leading to the development of effective user guides and training materials.
- Documented user interactions and solutions in ticketing systems, ensuring accurate records for future reference and improving support response times.
- Participated in team meetings to share insights on common technical challenges, promoting collaborative problem-solving and knowledge sharing.
- Responded promptly to customer inquiries regarding technical issues, fostering positive relationships and enhancing overall customer satisfaction.
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- Mentored junior members of the team on best practices in issue resolution techniques.
- Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
Field Technician
Zion Secure and Safety Solutions Limited
05.2018 - 06.2021
- Conducted comprehensive safety inspections and maintenance on security systems, ensuring compliance with industry standards and regulations.
- Installed and configured advanced security solutions, enhancing system reliability and client satisfaction through effective troubleshooting.
- Collaborated with clients to assess security needs, recommending tailored solutions that improved overall safety measures.
- Trained junior technicians on equipment handling and safety protocols, fostering a knowledgeable and efficient team environment.
- Developed and documented standard operating procedures for equipment installation and maintenance, improving operational efficiency and consistency.
- Assisted in project planning and execution for large-scale installations, contributing to successful project completion within deadlines.
Industrial Trainee
Sybyl Limited
05.2017 - 06.2017
- Led process improvement initiatives that streamlined operations, resulting in increased efficiency and reduced downtime.
- Developed and implemented training programs for new team members to enhance skills and ensure compliance with safety protocols.
- Collaborated with cross-functional teams to analyze workflow bottlenecks and propose actionable solutions to optimize productivity.
- Monitored and maintained equipment performance, promptly addressing issues to minimize disruptions in manufacturing operations.
- Worked closely with industrial professionals to expand upon acquired training with practical knowledge.
- Repaired, cleaned and maintained equipment.
- Conducted thorough quality inspections of finished products, ensuring adherence to company standards and customer satisfaction.
- Completed projects on time and within budget by effectively coordinating resources, schedules, and communication among team members.
- Wrote reports and papers for various levels of technical users.
- Assisted with implementation of new safety instructions and equipment protocols.
Education
Bachelor of Science - Telecommunications
Kyambogo University
Kampala, Uganda 04.2001 -
Skills
Technical support
Certification
CCNA
Timeline
CCNA
05-2023
Technical Support Engineer
Sybyl Limited
09.2021 - Current
Field Technician
Zion Secure and Safety Solutions Limited
05.2018 - 06.2021
Industrial Trainee
Sybyl Limited
05.2017 - 06.2017
Bachelor of Science - Telecommunications
Kyambogo University
04.2001 -