Gerald Musoke

Experience

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  Brytech ICT Solutions

  May 2013 - Feb 2018

  Software Developer

  In this role, I was charged with designing and building business software for clients.My notable projects are SMARTLIB for library management developed for Old Kampala S.S under the ministry of education and eMPOWER, a multimedia e-learning system for primary and secondary schools.

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  MTN Uganda

  Sept 2015 - Oct 2023

  CORE RESPONSIBILITIES1. MoMo product ideation through industry research and agile customer feedback analysis.2. Develop a product delivery framework for MTN MoMo International Remittances for the OPCO in accordance with MTN Group's strategy and architecture.3. Carry out continous performance assessment of MoMo products to understand customer purchase trends and identify areas of improvement.4. Scope requirements, plan and design customer use cases for customer and enterprise products in conjuction with Marketing and Sales verticles.5. Guide the solution design, testing and implementation phases with the MoMo solutions team to ensure solutions meet the business needs.NOTABLE ACHIEVEMENTS1. Developed the product delivery framework for MoMo International Remittances for Uganda OPCO, in line with MTN Group's FINTECH delivery architecture.2. Oversaw the design, solutioning and expansion of MTN MoMo international remittances corridors from 5 to 21 international destinations.3. Working with MTN Group FINTECH, I localised the design and implementation of the new MoMo app for Uganda OPCO, which enhanced the MoMo branding within the MTN Uganda ecosystem.4. Planned, and implemented the MTN MoMo Uganda LTD Hackathon, 2023 edition. This event enhanced MTN MoMo relations with developers, and also showcased and further positioned company products to among enterprise customers.5. Designed and delivered the new USSD product design and delivery framework for MoMo products. This made it easy to integrate new products and align both USSD and mobile app.6. Working with MTN Group FINTECH and local commercial teams, I planned and implemented a revenue structure and auto revenue reconciliation for international remittances. This new structure also enhanced revenue collections and compliance on the MM system. Show less CORE RESPONSIBILITIES1. Plan, design an develop utility software for MTN Uganda's Value Added Services (VAS) provisioning platform. This included Java libraries for integrating with the corer network Service Data Points (SDP), Customer Interaction System (CIS), MADAPI APIs and MTN MoMo Open API.2. Plan, design and implement VAS applications hardware and software architecture. This included capacity planning.3. Working with business development and product design teams to create technology solutions that deliver business products.4. Provide end to end support to subscribers for data, voice, SMS and rich media services related complaints.5. Provide end to end support to customer experience staff for complaints related to VAS applications customer support portal. 6. Carry out, periodic operational maintenance of VAS applications UNIX servers to ensure optimum performance.7. Create and maintain an up-to-date inventory of VAS Applications documentation, indicating all use case sequence diagrams and Application Recovery Plans.8. Work with technology vendors to ensure conformity to MTN standards and adherence to SLAs for procured technology and support.NOTABLE ACHIEVEMENTS1. Worked with product development team to create the software solution MTN Youth Product. This included Pulse Create Your Bundle, Tidal, Integration with Safeboda, Jumia, and others.2. Redesigned and developed the VAS Application Generic Provisioning API for provisioning MTN Uganda products by third party providers.3. Planned and implemented, together with vendors Ericsson and Go Digital Experts, the upgrade and migration of the VAS Applications platform from a hybrid Java-PHP platform to a pure Java based platform using Spring boot framework.4. Planned, designed and implemented a new Customer Service Portal (CIS) for VAS applications products. Show less KEY RESPONSIBILITIES 1. Developing software in support of MTN Uganda Mobile Money operations. This included studying the database requirements for customer experience inhouse applications. 2. Executing Business Intelligence and data analysis functions for MTN Uganda Mobile Money Agent Registrations.3. Coordinate with the technology function to implement technology solutions that impact SIM card registrations and other customer experience inhouse applications.4. Providing all-round End User Technical support, as well as administration of all network nodes hosting inhouse applications and databases.NOTABLE ACHIEVEMENTS1. Design and developed the PRISM software application for MTN Mobile Money agent KYC verification. This improved the Turn Around Time for agent KYC verification, which in turn increased MTN MOMO agent NPS from ~20% to above 80%.2. Developed WITNESS, a customer experience quality assessment and management system for MTN Uganda.3. Designed and developed the ARCHIVELIGHT system for creating a digital archive for corporate SIM card registration documents.4. Designed and implemented the NIRA registration confirmation and validation portal that is used to confirm validity for NIRA issued letters. Show less KEY RESPONSIBILITIES 1. Provide customer service support to MTN Uganda subscribers to enable them with making informed subscription choices.2. Share customer feedback regarding MTN Uganda products and services to leadership to improve customer relationships and product offerings.3. Lead the Dealer compliance and reporting team in customer experience, subscriber registration.NOTABLE ACHIEVEMENTS1. Implemented the dealer compliance and reporting project successfully, leading to the successful restructuring of the KYC back-office team.2. Won the annual CEO award for special contribution to customer experience. Show less

  • Mobile Money Products Development Specialist

    Oct 2021 - Oct 2023

  • Value Added Services (VAS) Engineer

    Jul 2019 - Oct 2021

  • Application Support Engineer

    Feb 2018 - Jul 2019

  • Customer Service Advisor

    Sept 2015 - Feb 2018
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  PostBank Uganda Ltd

  Oct 2023 - now

  Technology Applications Operations and Support - FINTECH

  KEY RESPONSIBILITIES1. Providing critical maintenance and support to Postbank Wendi Core Mobile Money system.2. Providing third line support for incident resolution to provide Wendi enterprise and individual customers the best Mobile Money experience in the industry. 3. To innovate and implement software utilities to enable Mobile Money and banking applications to run smoothly and improve productivity among support staff.4. To carry out routine maintenance operations on Mobile Money system and banking applications to achieve at least 99% uptime.NOTABLE ACHIEVEMENTS1. Implemented the inhouse USSD and SMS system for direct integration with MTN Uganda and Airtel Uganda, thus eliminating third party costs.2. Implemented the Postbank SACCO management system and integrated it with the core banking system.3. Successfully integrated the Wendi Mobile Money system to MTN MoMo Ericsson EWP to facilitate data and airtime payments.4. Planned and successfully integrated transfers between Wendi and Housing Finance Bank, as well as the Agent Banking Channel. Show less