Arthur
Munanura
Organized, dependable, and hardworking candidate, successful at
managing multiple priorities with a positive attitude. Willingness to take
on added responsibilities to meet team goals.
IT Specialist
Contact
Address
Kampala, Uganda, 256
Phone-
Work History
2017-12
Current
-
Service Desk Supervisor
National Information Technology Authority
(NITA-U), Lugogo, Kampala Region
Supervising and managing the overall performance
of a team of Eleven (11) service desk staff, ensuring
business and organizational goals are met.
Overseeing day-to-day activities of the service desk,
E-mail
among
-
resolutions, change management, shift adherence.
-
Addressing SLA concerns and making sure that
which
include,
incident
logging
and
tickets that are about to bleach are brought to the
Skills
attention of resolver groups.
Coordinating
Good computer skills
and the ability to use
and
managing
Providing First Line Technical support to staff by
troubleshooting
software.
peripheral device-related issues.
ITIL disciplines.
Ability to manage
conflict and offer
suitable resolutions
Experience working in
a matrixed team.
Experience with ITSM
Advisory
Board (CAB) activities.
business support
Expert knowledge of
Change
computer,
printer,
and
other
Responsible for developing and maintaining key
metrics and reports performance and adherence to
SLAs for internet, service desk, dark fiber, and Data
Centre services.
Working with teams that develop solutions
to
business and technology problems such as UMCS
(Unified Messaging and collaboration Systems)
Working with procurement team to prepare terms of
reference for hardware and software that meet
business needs and coming up with reports that
tools (Remedy, spice
highlight
works)
solutions such as the electronic payment gateway,
Monitor issues from
start to resolution.
Escalate, if needed,
the
cost/benefit
of
procuring
certain
e-procurement system, and UMCS.
Participating in Interviewing, selecting, and hiring
process of new quality service desk staff, as well as
providing periodic training and assistance with
unresolved problems
career development to enhance staff skillset and
to a higher level of
knowledge.
support
Supports the Datacenter team in setting up new
users in Active Directory (AD), ensuring that the VMS
Perseverance and
for new applications are ready to support and
motivation
Problem Solving Skills
Team Work
maintain all new technology implementations
Participating
in
ITSM
tool
implementations
for
example use of spice works and remedy BMC.
Acting as the First point of escalations
IT Technical field support for the installation of the
Kolibri
E-Learning
system
in
northern
areas
of
Karamoja and Omoro District.
Identifies and mitigates support risks throughout the
project lifecycle by designing templates that are
used to communicate to key stakeholders regarding
any incidents and changes to be made to certain
systems
Reviewing major outages and managing S1 tickets
and ensuring the smooth running of major incidents
to maintain business continuity
Supporting the implementation and procurement of
the customer relationship management system for
the service desk.
Prepare handoff reports, monthly, quarterly and
yearly reports.
Working as a contract manager where I draft
specifications for the supply of staff laptops, Imac
machines, gaming laptops, projectors. This involves
working with IT services provider(s)/ vendors to
ensure that the requested equipment is delivered
with the right specifications
Manage the central service and change requests,
email, call queues and workflows to ensure timely
and proper handling of items to meet Service Level
Agreements (SLA).
Maintain and support systems, workstations, mobile
devices, printers, and peripherals; respond to user
service requests as well as timely resolution of trouble
tickets.
Using the SIEM to ensure system security for desktop,
mobile, and cloud environments.
Drafting framework contracts for the support of IT
services and equipment to reduce downtime and
aging of IT Equipment.
Creating extremely thorough and polished service
requests
and
change
orders
as
reported
by
customers and vendors.
Assist business process manager and application
solutions manager with various projects and tasks
including
information
systems
analysis
for
new
systems.
Develop rapport with the client by handling difficult
issues with professionalism
Ensuring that 90% of trouble tickets are closed on the
first call without escalation.
Develop and implement policies, procedures, and
process improvement initiatives to drive greater
team effectiveness and efficiency and to adhere to
corporate guidelines.
Continuously
organization
interact
and
with
client
all
levels
leadership
of
the
through
attending and conducting weekly meetings.
Maintaining ICT inventory for all the equipment given
out to staff.
Quickly resolving complex issues including system
crashes, network slowdowns, connectivity problems,
security breaches, virus infections, and more.
Achieving a CSAT rating of 90% for consistently
logged and monitored tickets to ensure fast, quality
resolution of every issue.
Setting up secure Wi-Fi, LAN, and VoIP networks for
Ministries Departments and Agencies (MDA), leading
client/server configuration and performance-tuning
of crucial infrastructure to ensure seamless business
operations.
Contract management for IT framework contract
with vendors.
Using technical, analytical, and communication skills
to accurately identify user needs and provide
effective solutions.
Providing
timely
remote
IT
support
to
all
the
ministries, Departments, and agencies in Uganda.
2014-08 -
Service Desk Engineer
2017-12
Mobile Telecommunication Network (MTN), Lugogo,
Kampala Region
Providing/installing necessary updates and patches
for a number of databases for proper functionality.
Some of those patches like imaging software's for
retrieving images from customer databases for
updates.
Answered calls to assist with users with an assortment
of hardware and software related issues in mobile
money, remedy as well as providing an excellent
customer service
Provided level 1 and 2 technical support for 1000+
users in different OPCOS (operating countries).
Ensured quick resolution of user concerns and
escalated more complicated issues to helpdesk
managers.
Identifying the likely database errors from users and
coming up with tickets that help escalate and follow
up with the database team for faster resolution.
Some of these errors originated from database
space running low especially on oracle -requiring
purging.
Enrolling users and maintaining system security on
some
of
the
databases
used
like
customer
registration databases (DMS), financial databases
(IFS), etc.
Managed e-mail, change order, and voice mail
queues, creating and escalated service requests
within
SLA
customers
time
to
frames
gather
and
and
interacting
relay
with
additional
information as needed.
Unlocking and resetting passwords that meet the
complexity for the users of different databases.
Generating various reports by querying from the
remedy database as per need. This is done to
generate reports on bleached incidences, Service
Requests, and problem tickets.
Using the DIKW (data, Information, Knowledge, and
wisdom) techniques
to present the
generated
reports to the front office manager for decisions on
SLAs.
support
problem
categorizing.
identification.
logging
and
·Creating
and
maximizing
computer
resources
through defragmentation, deleting users remotely,
clearing browsing history and caches.
Advising
workers
on
using
AD
unlocking
password
and
AL
status,
tools,
account
using
file
encryption tools, and folder locking software like
folder lock to protect files
Using LDAP to roll out and install new applications
stored at the server.
Directing users on how to get IP addresses and the
impact they have on accessing LAN resources.
Using exchange 2013 to create user accounts, email
accounts that are in correspondence with MTN,
enabling file sharing on the server, using group
policies to provide access privileges, carrying out
scheduled backups for data.
Using Microsoft outlook web apps to allow users
access and respond to emails outside the office in
real-time.
Assist users in defining their storage needs using
online drives, how to access these drives, and
running
commands
that
help
connect
and
disconnect these drives to reduce downtime
Troubleshooting email-related issues like corrupt pst
files.
Using msinfo32 utilities to generate a list of hardware
requirements for the necessary IT inventory and help
management
and
other
departments
like
procurement in making IT-related decisions.
Using DC monitoring tools to determine the state of
network links for faster troubleshooting and reducing
downtime.
Escalate incidents that are critical to third party
vendors as required and in a short time
Using command line for faster checking of the user's
status in the Active directory, find out the different
domains and workgroups he/she belongs to, just for
management purposes.
A rich customer relationship experience. Attend to a
number of customers with different educational
backgrounds and different languages with IT-related
issues-
-
Teaching Assistant
Makerere
University,
College
of
Computing
and
Information Sciences, KAMPALA, Kampala Region
Develop course materials for use in program delivery
of a number of Course Units including, Project
Planning and management, Executive Information
Systems,
Data
intelligence,
Software
warehousing,
Information
development
and
Business
in
Business,
Systems
principles,
database
management systems, website development, and
internet Technology, Introduction to Information
Systems,
Basic
principles,
Management
communication
skills,
for
Networking
IS
managers,
Communication Skills, etc.
Tutored CCNA, Computer fundamentals
Timely
delivering
of
Courses
to
Students,
set
examinations, mark and even submit students'
performance records, marking guides to Respective
heads of department of Computer Science and
Information Systems.
Attend panels for students’ projects.
Participate in staff and management meetings
Assessing students in industrial training.
Participating in student's supervision in an internship
Worked with the lead teacher to monitor class
schedule and take attendance.
Supported
student
learning
objectives
through
personalized and small group assistance.
Reviewed lesson material with students individually
or in small groups.
Collated classroom materials
to help
teachers
prepare for daily instruction and activities.
Assisted lead teachers with lesson plan creation and
materials development.
Used behavior modeling and specialized teaching
techniques to share and reinforce social skills.
Assessed student assignments to check quality and
completeness before submission for grading.
Recorded grades for coursework and tests in the
online reporting system.
Participated in lesson planning and curriculum
implementation to promote quicker rollout and
delivery.
Offered complete instructional support for students
unable to attend regular classes.
Searched at the library and in scholarly databases
to
locate
necessary
information
for
research
projects.
2010-01 -
Data Manager
2012-12
Mwebe SSebagala &Co. Advocates-Kampala,
KAMPALA, Kampala Region
Managed data analysis and reporting process for
Twelve employees.
Led multiple projects simultaneously, adhering to
strict deadlines, and producing quality work.
Supervised and trained staff providing leadership
and supportive working environment.
Developed and compiled reports on delivery of
data and daily revenue projections.
Provided reporting and technical expertise for
maintenance of organizational processes.
Reviewed source documents and listings to compile
resources
for
identifying
and
correcting
data
allocation issues.
Involved in planning of a number of activities of the
IT department like internet scheduling, data backup,
password management, and scheduling, WIFI and
access point
configurations and its security, this was aimed at
supporting the company's growth through resource
maximization
Analyzed content access, retention, and evaluation
projects
to
maintain
a
nonstop
information
repository.
Oversaw security and information retention policies
and
practices
according
to
internal
and
government-ordered standards.
Set up and controlled user-profiles and access levels
for each database segment to protect important
data.
Planned and implemented security measures to
safeguard vital business data.
Education
2021-01 Current
Master of Science : Information Systems
Change and Management
University of Manchester - UK
Digital information systems are spreading into every
sphere of organizational activity, yet the majority of
information systems – from MIS to e-commerce and egovernment – are under-performing or are failures. A
key cause of this problem is the gap of knowledge,
skills, culture, and of language that exists between
functional
managers
and
information
systems
professionals. The aim of this Master's degree is to close
that gap by training individual staff to become "hybrid
managers".
More specifically, the aim of this program is to provide
me with:
The analytical capacities, knowledge, and skills
needed to act as an effective hybrid manager.
Upgraded
skills
and
knowledge
in
specialist
functional management and information systems
topics
Equip me with detailed planning skills and be able to
develop and manage the tasks and deliverables of
any IT project.
Equip me with experience in academic or specialist
information systems (IS) research.
Equip me with knowledge in the development of
reporting, metrics, and dashboards, and reporting
skills
The Programme Objectives include;
Understanding
the
role
of
management,
of
information, and of IS in organizations
Managing and contributing to the effective IS
planning and implementation
Managing
and
contributing
to
general
or
specialized processes of management and change
in organizations-
Bachelor of Science: Information
Technology
Makerere University - Kampala
Bachelors of Information Technology (BIT) equipped me
with skills to analyze computer problems and system
performance, manage large amounts of data, provide
quality customer service and maintain a safe, secure
network
system.
Some
course
topics
that
were
undertaken include but are not limited to; Systems
Analysis and Design, Web development and design,
Java programming, Networking, Data analysis and
database
management
systems,
and
Operating
systems
2004-01 -
High School Diploma
2005-12
Muntuyera High School Kitunga - Ntungamo
-
O'Level Certificate
-
ITILV3
Muntuyera High School - Ntungamo District
Axelos - Axelos, Global Best Practices
This official ITIL Foundation certification course provided
me
with
a
general
overview
of
the
IT
Service
Management Lifecycle which is outlined in ITIL's five
core books – Service Strategy, Service Design, Service
Transition, Service Operation, and Continual Service
Improvement.
2020-01 -
ISO20000, ISO 27K
2020-03
Sentinel Africa - Nairobi
ISO20k
equipped me
with international
standard
practices in continual service improvement, knowledge
management,
change
management,
problem
management, service design and transition, incident,
service request, and service continuity management-
Certificate in Computer Systems
Engineering
Makerere University - Kampala
-
Certificate in ASP
-
CCNA-Discovery
Rosa International - Kampala
Makerere University - Kampala
Listening to gospel music
Wano-by Ntaate
Reference
Ms. Madeleine Mugisa
(Current and direct supervisor)
Service Delivery Manager
National Information Technology Authority (NITA-U)
Plot 7A, Block 118
Kampala, Uganda
Mob: -
E-mail:-Ms. Rowena Turinawe
Manager, Business Transformation
National Information Technology Authority (NITA-U)
Plot 7A, Block 118
Kampala, Uganda
Mr. Stephen Mugabe
Systems Analyst
National Information Technology Authority-Uganda
Plot 7A, Block 118
Kampala, Uganda
Mob: -
E-mail:-Mob: -
E-mail:-
Papers
University Certificate
University Transcript
Advanced High School
Certificate
Ordinary Level
Certificate
UCE Certificate
P7 Certificate
IIL Foundation certificate
ISO 20000 Lead Implementer
Certificate
Web GIS Certificate
Active Server
Pages Certificate
(ASP)
CCNA Certificate
CCNA Certificate
CCNA Certificate
CCNA Certificate
Research Certificate
.
