Bridget Akankunda

BRIDGET AKANKUNDA-| - | Linkedln PROFESSIONAL SUMMARY: Highly dedicated and solutions-oriented IT professional with a robust background in systems analysis, technical support, and software development. Adept at optimizing system performance, troubleshooting complex technical issues, and empowering end-users through effective training. Proven track record of improving deployment processes, streamlining workflows, and achieving measurable results in system uptime and user adoption. Excels in both collaborative team environments and independent projects, with a forward-thinking approach to emerging technologies and a commitment to continuous improvement. CORE COMPETENCIES • • • • • Systems & IT Operations: Systems Analysis, Performance Optimization, Troubleshooting, Monitoring (Azure), IT Documentation, Technical Support, Network Diagnostics Software Development: RESTful API Design (Node.js, Express), Database Design (MongoDB, SQL/Heroku), Gitflow Workflows, Automated Testing (Python) User & Stakeholder Engagement: Technical Training, User Onboarding, Documentation (SOPs, Manuals), Client Relationship Management, Presenting Technical Concepts Project Management & Methodologies: Agile (JIRA, Scrum/Kanban), SWOT Analysis, Crossfunctional Collaboration, Workflow Streamlining Data & Web Analytics: Front-end/Back-end Development, Google Analytics, Data Validation & Reporting EDUCATION • • Makerere Business School | Bachelor of Business Computing | 2013 – 2016 Clarke International University | Certificate in Software Development | May 2020 – August 2020 Certifications & Training • • • Google Analytics Individual Qualification (GAIQ) – Google, 2022 Agile Methodology & JIRA – [Cousera], 2021 Certificate in Software Development – Clarke International University, 2020 TECHNICAL SKILLS • • • • • Project and product management. Tools: Microsoft Office Suite, Google Workspace, JIRA, Google Analytics, SurveyMonkey Methodologies: Agile (Scrum/Kanban), SWOT Analysis, Gitflow workflow Systems administration. Technical support. PROFESSIONAL EXPERIENCE Real People Finances Uganda | Kampala, Uganda Systems Support Analyst | March 2025 – Present • • • • • Maintain and optimize enterprise systems, contributing to a 99.9% system uptime record for seamless operations. Proactively monitor server performance using Azure tools, identifying and resolving potential bottlenecks before they cause downtime. Troubleshoot network, hardware, and software issues, implementing fixes that reduced average resolution time by 25%. Develop and update comprehensive IT documentation (system diagrams, SOPs, security policies), improving compliance and onboarding efficiency. Design and deliver quarterly training workshops for staff on system usage, cybersecurity best practices, and new software rollouts. My doctor| Digital Health Associate October 2024 – May 2025 • • • • • Support digital health operations by coordinating patient data, managing appointment systems, and ensuring timely communication between clinicians and patients. Assist in the implementation and maintenance of telemedicine platforms, mobile apps, and digital tools used for remote consultations. Monitor and report on the performance of digital health services, identifying areas for improvement in user experience and system functionality. Provide technical support and training to clinical and non-clinical staff on using digital health tools and platforms. Ensure data privacy and compliance with health data regulations by maintaining secure handling of electronic health records (EHR). Medx International | Kampala, Uganda IT Support Specialist | September 2024 – November 2024 • • • • Responded to internal help-desk requests, achieving a 90% first-call resolution rate for software and network issues. Authored and executed automated test scripts (Python) to validate critical system functionality, preventing deployment errors. Collaborated with cross-functional teams to optimize application performance, reducing page load times by 15%. Assisted in quarterly system audits, contributing to the implementation of security patches and software upgrades. Dastel Limited | Kampala, Uganda System Analyst | August 2021 – August 2023 • • • Analyzed client requirements and existing workflows to propose system enhancements, boosting user satisfaction scores by 20% and achieving 95% adoption of newly implemented systems through well-structured training programs. Monitored server health and performance using Azure Monitor, implementing alerting mechanisms that reduced critical outages by 30%. Integrated Google Analytics into client websites, producing monthly traffic reports that informed digital marketing strategies. • • Drafted detailed technical documentation, including requirement specifications, process flowcharts, and executive presentations. Acted as the primary liaison with senior management at client organizations, aligning project goals and timelines. Refactory-UG | Kampala, Uganda Software Apprentice | May 2020 – April 2021 • • • • • Designed and deployed a PostgreSQL database on Heroku for mobile app back ends, reducing configuration time by 20%. Established a Gitflow and feature-branch workflow, improving code-review efficiency and reducing merge conflicts by 30%. Developed RESTful APIs with Node.js and Express for mobile/web applications, cutting integration time by 15%. Crafted low- and high-fidelity mock-ups for mobile applications, accelerating design approval cycles by 15%. Reduced deployment cycle time by 15% through automation and process improvements. Jubilee Insurance | Kampala, Uganda Data Clerk | August 2019 – March 2021 • • • • Entered and validated large volumes of numerical and patient data with 99.8% accuracy. Organized and managed medical records; generated weekly reports that informed department decision-making. Identified and corrected data inconsistencies, preventing duplication and ensuring data integrity. Collaborated with supervisors to streamline data-entry workflows, reducing processing time by 10%. Breezgo Technologies / Norvik Hospital | Kampala, Uganda Customer Care Correspondent & TeleSales | May 2018 – May 2019 • • • • Addressed patient inquiries and concerns, maintaining a 95% patient satisfaction score through empathetic communication. Scheduled appointments and coordinated specialist referrals, increasing booked consultations by 25%. Documented call logs and solutions in the hospital CRM, ensuring accurate records for management review. Provided real-time feedback to internal teams on recurring customer issues, driving servicequality improvements. Uganda Revenue Authority | Kampala, Uganda Intern – Tax Investigation Department | February 2015 – August 2015 • • • Managed both physical and digital filing systems, ensuring rapid retrieval of documents for investigations. Produced high-quality PowerPoint presentations and Excel reports for internal briefings. Offered front-line customer service, fielding inquiries via phone, email, and in-person, to direct stakeholders to appropriate staff. PROFESSIONAL REFERENCES References available upon request.