Annette Loraine Musembi

ANNETTE L. MUSEMBI E-mail:-Mobile: - _______________________________________________________________________ PROFESSIONAL SUMMARY _______________________________________________________________________ High-performing IT professional with over a decade of experience delivering high-impact work in the IT industry. I am skilled in building strong internal and external relationships in order to facilitate the collaborative achievement of organizational roles. Confident in the ability to operate effectively in a fast-paced environment and leverage skills in Product Management, PMO Management, Project Management, Contract Management, Resource Management, Risk Management, Training, and Implementation to drive customer success, deliver targeted objectives, and add value to stakeholders. Committed to lifelong learning and going above and beyond to promote continuous improvement. _______________________________________________________________________ PROFICIENCIES Program, Product & Project Management | Analytical thinker |Customer Engagement & Management | Risk Management | Team Development and Capacity building | Change Management | PMO Certified Practitioner ________________________________________________________________________ AREA OF INTEREST - Program, Product & Project Management _______________________________________________________________________ EDUCATION Bachelor degree in Computer Information Systems Management, - Magna Cum Laude Houston Baptist University, USA CERTIFICATIONS 1. ITIL v3 Foundation Certified 2. Cisco Certified Network Administrator (CCNA) Certified 3. PMO-CP (Project Management Office – Certified Practitioner) Certified 4. PMI-ACP (Agile Certified Practitioner) Courses 5. SCRUM Courses WORK EXPERIENCE _______________________________________________________________________ SENIOR PMO COORDINATOR & CONTRACTS MANAGER Techno Brain Group June 2019 – To date Responsibilities Managing and coordinate with a team of 30 project managers and the legal department to ensure all contractual obligations and CCMI level 5 compliances and IT Project Governance are met. Develop and manage Product Roadmap features for Revenue Management System (RMS) Product for Local Mzuzu and Blantyre County Governments in Malawi Uganda and Ethiopia. Managing and coordinating training, workshops and capacity building and resource management for the project teams and support the teams with the integration of risk management in operational planning and decision-making processes Provide a review of risks across all projects to senior management with the aim of implementing the appropriate risk mitigation plans using risk register. Closely monitor project schedules to ensure milestone dates are met and corresponding billing milestones are billed on time, on budget, on-benefit and on quality. Interface with DevOps and software teams, to set requirements for Product software elements. Supervise project audits throughout the lifecycle of the project as well share monthly reports with Senior Management on the cost, time, effort and progress of all projects Performing gap analysis between capabilities and requirements to meet business goals fully proficient in Microsoft Project, Microsoft Excel, JIRA, Microsoft Suites and SAP, SharePoint, MS Teams and Power BI PROJECTS AND ACHIEVMENTS: 1) Successfully delivered 6-month implementation phase of Malawi ePassport project valued at 7 Million USD using a 3-year Build Operate Transfer (BOT) model for the Department of Immigration – (from June 2019 to June 2022) – Project is Currently in the final month of Revenue Sharing (BOT) phase. 2) Successfully delivered implementation phase for Malawi eVisa Project – Valued at 5 million USD (from June 2019 to August 2021) For the Department of Immigration– Project is currently in the support phase and should end in October 2022) 3) Successfully delivered World Bank funded itax solution (TRIPP TAX) for Sierra Leone National Revenue Authority project valued at 5.7 Million USD (from March 2019 to March 2022) 4) Successfully delivered on time (Program Budgeting System-Budget Operations Table PBS (BOT)) project and enhancements for Uganda Ministry of Finance and Planning and Economic Development. Valued at 14 Million USD (from July 2019 to May 2022) __________________________________________________________________________ SYSTEMS HELPDESK LEAD Lantel Systems, Texas, USA July 2015 – June 2019 Responsibilities Leveraged a developmental approach to managing a team of 7, collaboratively identifying and implementing training and growth opportunities to help further their careers Led the Systems-Helpdesk team and ensured that all operational issues are well executed.  using Microsoft Excel, generated and presented weekly, monthly, Quarterly and annual reports to senior management for decision making. Analyze, diagnose and resolve problems on hardware, software, OS, applications and devices served as the third point of escalation for customers seeking technical assistance over the phone or email Performed remote troubleshooting through diagnostic techniques and asking pertinent questions.  Facilitated training for junior Helpdesk associates Conducted on boarding interviews for junior staff Record events and problems and their resolutions in logs as well as follow-up and update customer status and information _____________________________________________________________________________ SENIOR SERVICE DESK SPECIALIST Stewart Title Guaranty, Texas, USA Jan 2012 – June 2015 Responsibilities Leadership –Team Lead for helpdesk support – Emphasized employee engagement and recognition to inspire a team of 8 to effectively collaborate and perform at a high level User query/issue handling -Ensuring user queries or issues are captured, validated, and triaged for further processing Communicating with clients- Ensuring that various types of information are communicated to users through the appropriate channel(s) Optimization -Ensuring improvement of the two previous processes through analysis, reviews, and reporting, as well as through automation, competence building, knowledge sharing and other organizational changes PROJECTS & ACHIEVEMENTS _____________________________________________________________________________ Part of the key team that successfully delivered the migration of company-issued Blackberry Mobile Device platform to the Apple IOS Mobile Device platform TECHNICAL SUPPORT MANAGER CompuCom, Texas, USA April 2009 – Nov 2011 Responsibilities Manager in-charge of managed services to fortune 500 companies for Infrastructure solutions, consulting and other IT-related support Led the Managed-Service-Desk team and ensured that all operational issues are well executed and established a culture of trust through weekly one-on-one relationship building meetings to create a safe and growth-oriented environment among the team of 20. Ensured projects under my unit were completed on time and within budget.  Stakeholders and client’s management SLA reviews and ensuring that the commitments to the customers are met Perform quarterly review meetings with the customers CISCO NETWORK ANALYST CompuCom, Texas, USA Sept 2004 – Mar 2009 Responsibilities Engaged in monitoring and troubleshooting Network Issues. Network design and configurations within the NOC environment HELPDESK ANALYST CompuCom, Texas, USA Aug 1998 – Aug 2004 Responsibilities • Prioritized and scheduled problems as well as escalated problems (when required) to the appropriately experienced technician. • Accessed software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution. • Identified and learned appropriate software and hardware used and supported by the organization. • Perform post-resolution follow-ups to help requests EXECUTIVE SECRETARY TO MANAGING PARTNER Kangethe & Associates CPA Feb 1995 – July 1998 Responsibilities Administration Maintenance of Audit Records. Communication and Correspondence. Stakeholder Management. EXECUTIVE SECRETARY TO AUDITING MANAGER World Vision International (Kenya) Jun 1992 – Jan 1995 Responsibilities Administration Maintenance of Audit Records for all project sites countrywide. Communication and Correspondence. Stakeholder Management.  LANGUAGES _____________________________________________________________________________ Good communication skills both verbal and written in English and Swahili. _____________________________________________________________________________ REFERENCE Upon request