Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
Generic

MUGISHA CHARLES

Kampala

Summary

IT professional with extensive experience in network troubleshooting and customer training at Airtel Uganda. Demonstrated success in optimizing processes and providing exceptional technical support, resulting in enhanced operational efficiency. Skilled in multitasking and maintaining attention to detail, ensuring high-quality service and rapid issue resolution. Committed to delivering excellent customer service and fostering a positive work environment. Hardworking professional with extensive experience servicing, troubleshooting and repairing equipment. Proficient in analyzing field incident data and reading schematic and blueprint drawings. Identifies problems and uses appropriate resources to find solutions.

Overview

9
9
years of professional experience

Work History

Field Support Technician

Airtel Uganda
Kampala
02.2024 - Current
  • Conducted system performance tests to ensure optimal operation.
  • Diagnosed hardware and software problems and determined corrective actions needed this was done on indoor unit routers and out door units

  • Inspected damaged, worn and faulty parts and performed appropriate adjustments and replacements.
  • Deployed new software packages according to company standards across multiple platforms.
  • Trained customers on equipment after installation.
  • Handled telephone support calls to determine issues and provide solutions.
  • Created detailed reports on customer issues and resolutions.
  • Installed operating systems and applications on customer's computers.
  • Answered customer service calls and resolved issues quickly to return machines to operational status.
  • Verified connectivity between servers, workstations and other devices within a network environment.
  • Researched solutions to customer requests through online resources or vendor contacts.
  • Troubleshot complex technical problems reported by customers remotely or onsite.

IT Field Support Technician

Ramco ltd
Kampala
08.2023 - 01.2024
  • Installed and performed minor repairs to hardware, software or peripheral equipment.
  • Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
  • Read technical manuals, conferred with users, or conducted computer diagnostics to investigate and resolve problems.
  • Stayed abreast of latest software developments to enhance job knowledge.
  • Connected computers and ensured networks for stable connectivity.
  • Addressed staff inquiries regarding computer issues and resolved them promptly.
  • Integrated new hardware devices and activated networks.
  • Guaranteed uninterrupted functionality of office devices and computer equipment by performing regular maintenance checks on all systems.

Project Coordinator

NKWAGALA CAFE
Kampala
03.2021 - 07.2022
  • Collaborated with internal teams to develop project solutions resulting in on-time execution.
  • Prioritized needs and delegated assignments to simultaneously handle multiple projects.
  • Identified training needs for team members in order to keep them up-to-date on the latest industry trends.
  • Developed and updated project plans to document objectives, technologies, schedules, and funding.
  • Contributed ideas towards process improvements that would increase efficiency or productivity levels.
  • Introduced change improvement plans to achieve goals, methodologies and initiatives.
  • Handled portfolio of initiatives to support organization's goals.

Field Support Technician

Smartmatic
BUWEJHU
11.2020 - 03.2021
  • Configured and installed biometric voter verification systems based on customer requirements.
  • Answered customer service calls and resolved issues quickly to return machines to operational status.
  • Delivered outstanding customer service on field visits to meet corporate guidelines.
  • Educated voting officers on operation of biometric voter verification machines.
  • Troubleshot malfunctioning devices and returned them to optimal performance
  • Resolved customer inquiries via telephone, email, or in-person visits.
  • Configured routers and switches for local area networks.
  • Answered emergency calls for equipment repair with prompt arrival to sites on nights, weekends and holidays.

Data Entry Clerk

National Resistance Movement Secretariat
Kampala
08.2020 - 10.2020
  • Maintained database by entering new and updated customer and account information.
  • Provided support to management staff in regards to data entry processes.
  • Secured essential information and data by running database backups.
  • Maintained confidentiality of sensitive information.
  • Reviewed data for deficiencies or errors, corrected any incompatibilities and checked output.

Marketing Executive

CHASIL CLEARING AND FOWARDING LOGISTICS
Kampala
01.2020 - 07.2020
  • Cultivated business partnerships to build lasting relationships with internal and external parties.
  • Oversaw partnerships with external vendors and agencies to secure prompt delivery of marketing services.
  • Conducted research to determine ideal markets for products and services
  • Managed client shipment logistics until receipt at client premises.
  • Managed URA tax clearance processes for imports at time of arrival
  • Established and maintained effective communications channels with stakeholders to ensure transparency and alignment on marketing initiatives.

Loan Officer

PREMIER CREDIT LTD
Kampala
02.2019 - 12.2019
  • Developed loan contracts and explained contract terms to clients.
  • Improved loan applications and documentation by informing applicant of additional requirements.
  • Performed quality assurance reviews on all closed loans for compliance purposes.
  • Assisted in the development of new products and services for loan customers.
  • Developed and maintained relationships with potential customers to increase loan business.
  • Built referral business by meeting with local financial planning, home builders and real estate professionals.
  • Participated in community events to promote bank's consumer lending services.
  • Executed loan origination process and ordered credit reports, appraisals and preliminary title reports.
  • Prepared reports for customers with delinquent and irreconcilable accounts.
  • Collected past due loans, keeping credit and collateral exceptions within policy ranges.
  • Listened carefully to customer complaints and swiftly resolved issues by taking appropriate action.

Sales Agent

Baseline Quality Foods
Kampala
07.2017 - 12.2018
  • Applied strategic communication strategies and interpersonal skills to develop and maintain high-value business relationships.
  • Answered customer questions and responded quickly to problems and complaints in person, on phone and by email.
  • Continuously met sales goals via strategic prospecting.
  • Engaged positively with each customer, providing professional, and polite support for sales and service needs.
  • Listened to customer needs to identify and recommend best products and services.
  • Negotiated contracts with customers to secure sales deals.
  • Operated register, handled cash and processed credit card transactions.
  • Participated in trade shows and other events to promote our products and services.
  • Coached new employees on best practices for closing deals quickly and efficiently.
  • Identified opportunities for cross-selling additional products and services.

Social Media Coordinator

Reproductive Health Uganda
Kampala
02.2016 - 07.2017
  • Facilitated day-to-day engagement with followers, promptly responding to youth inquiries and concerns about sexual reproductive health and organizational initiatives.
  • Monitored social media trends and leveraged insights to optimize content strategy and improve audience engagement.
  • Advocated for online and diverse channel campaigns to marketing executives.

Education

Bachelors in Information Technology -

Makerere University
Kampala
01-2020

Uganda Advanced Certificate of Education -

Pride Colllege Mpigi
Mpigi
11-2015

Uganda Certificate of Education -

ATLAS SS
Gayaza
11-2012

Primary Leaving Education

Batvalley Primary School
Kampala
11-2008

Skills

  • Network troubleshooting
  • Hardware installation
  • Software deployment
  • System diagnostics
  • Customer training
  • Technical support
  • Remote assistance
  • Process optimization
  • Time management
  • Attention to detail
  • Effective communication
  • Multitasking capacity
  • Testing and analysis
  • Security protocols
  • Risk assessment
  • Team supervision
  • Adaptability and flexibility
  • Quality assurance testing
  • Install software
  • Word processing
  • Process monitoring
  • Field production
  • Active listening
  • Environmental safety

Affiliations

  • I enjoy learning new skills through books and project outreach
  • I enjoy playing and watching basketball, which has helped me easily socialize with people, and improved my ability to understand the clients
  • I love taking long walks during my free time, which has improved my composure and calmness, even during misunderstandings
  • I love learning and experimenting with new tech, which has helped broaden my knowledge about continuous growth in tech and adaptability

Timeline

Field Support Technician

Airtel Uganda
02.2024 - Current

IT Field Support Technician

Ramco ltd
08.2023 - 01.2024

Project Coordinator

NKWAGALA CAFE
03.2021 - 07.2022

Field Support Technician

Smartmatic
11.2020 - 03.2021

Data Entry Clerk

National Resistance Movement Secretariat
08.2020 - 10.2020

Marketing Executive

CHASIL CLEARING AND FOWARDING LOGISTICS
01.2020 - 07.2020

Loan Officer

PREMIER CREDIT LTD
02.2019 - 12.2019

Sales Agent

Baseline Quality Foods
07.2017 - 12.2018

Social Media Coordinator

Reproductive Health Uganda
02.2016 - 07.2017

Bachelors in Information Technology -

Makerere University

Uganda Advanced Certificate of Education -

Pride Colllege Mpigi

Uganda Certificate of Education -

ATLAS SS

Primary Leaving Education

Batvalley Primary School

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