Experience

• 

  National social security fund

  Aug 2011 - now

  • Reduced incident response time by 30% by implementing automated workflows and decision trees. . Successfully managed and resolved 100% high-severity incidents annually, including providing 24-hour support to board members, ensuring minimal business impact, and maintaining SLA compliance. . Introduced real-time reporting mechanisms that increased transparency with stakeholders and improved decision-making. Contributed to the delivery of Manage Engine Service Desk Plus, an IT Service Management tool for NSSF Uganda on time and within budget, improving efficiency and productivity.. Successfully implemented the upgrade of ITSM tools ServiceNow, enhancing visibility and efficiency in service operations. . Trained 400+ users on NSSf Uganda's new Pension Administration System (OctoPAS) in preparation for cutover. Show less

  • IT Incident Manager

    Jan 2020 - now

  • Information Technology Officer-Applications

    Jan 2017 - Jan 2020

  • Information Technology Officer

    Aug 2011 - Jan 2017