Alex Ssenyonjo

Am a Ugandan aged 33years

I have been in IT field for close to 9 years now and am ready to take on any role outside my country.

I can take on any unskilled labour work for a start and keep on advancing as I get used to the new environment

IT Helpdesk Supervisor

Tugende Ltd

Dates of Employment: Nvember 2018- April 2023

Key Responsibilities:

• Led a team of 4 IT support specialists in providing technical assistance and support to internal staff, ensuring timely and effective issue resolution.
• Developed and implemented standardized procedures and best practices for handling helpdesk requests, resulting in a 30% increase in issue resolution efficiency.
• Monitored helpdesk ticketing system to ensure tickets were properly categorized, prioritized, and assigned, maintaining a high level of customer satisfaction.
• Conducted regular performance evaluations and provided ongoing training and coaching to team members, resulting in a 20% improvement in technical skills within the team.
• Collaborated with cross-functional departments to identify IT-related needs and implement solutions that improved overall operational efficiency.
• Managed vendor relationships and negotiated service contracts, resulting in a 15% cost reduction in IT hardware and software procurement.
• Implemented and maintained an IT asset management system, resulting in a 25% reduction in lost or misplaced equipment.

Achievements:

• Successfully led the team through a major software upgrade, coordinating user training sessions and ensuring a smooth transition with minimal disruption to daily operations.
• Improved first-call resolution rate by 25% through the implementation of a comprehensive knowledge base and self-help resources.
• Streamlined the onboarding process for new employees by creating an IT orientation program, reducing the time required to set up new workstations by 40%.
• Recognized as "Employee of the Quarter" for outstanding leadership and contribution to the IT department's overall success.

Skills Utilized:

• Team leadership and mentoring
• Helpdesk ticketing systems (Jira)
• IT asset management
• Vendor management and procurement
• Troubleshooting and technical support
• Cross-functional collaboration
• Process improvement and optimization

I am doing online courses from Alison

I have a degree in computer science