Otim Khaled

Experience

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  Javanet cafe and graphics spot Gulu

  Apr 2012 - Oct 2015

  Information Technology Officer

  I implemented set-standards for software and hardware use that met the needs of the customers to ensure reliability of ICT services. I trained customers courses on internet technologies, MS Office, Adobe Illustrator and introduction to computer. I maintained an inventory schedule of all IT equipment and software in use and in the store. I diagnosed their performance and controlled and maintained all IT systems. I did software installations and supported day-to-day IT systems operations including the trouble shooting of WAN and LAN systems. I ensured that the anti-virus was updated on a timely basis and performed preventive maintenance services as scheduled. I did general repairs on third party IT equipment and peripherals. I gained experience in advising, installing, configuring of software and hardware and provided network solutions for client-organizations and individuals using windows, Linux, Mac hardware environments. I set up the business upon completing my tertiary education in 2011 to gain more experience both in practical IT work and applied business systems. I managed the daily running of the Internet Café including financial and other operations.JavaNet was an Internet Café based in the Mainstreet in Gulu, providing internet services to walk-in customers and a variety of IT services to both individuals and companies. I decided to close JavaNet in December 2015 because I wanted to concentrate on being a registration clerk with NSSF. Show less

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  Waanen.com

  Jan 2013 - Nov 2015

  Chief web designer and administrator,Waanen.com

  I carried out an online marketing campaign which saw the number of Facebook page likesfor waanen.com rise to over 3000 in a period of one year. My roles included;• Designed and implemented an online directory using HTML5 language.• Publishing of content within service level agreements.• Respond to requests for information about employers' activities or status.• Identify main client groups and audiences and determine the best way to communicate publicity information to them.• Testing new technologies for inclusion in web site design.• Designing, developing and updating the web sites in particular using graphicdesign skill Show less

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  National Social Security Fund

  Nov 2015 - Feb 2017

  Registration Clerk

  I installed software and repaired hardware and peripherals as directed by service desk and I assisted in troubleshooting, diagnosing problems and implementing solutions as appropriate. I offered timely assistance to other staff in the use of personal computer hardware and software. I was closely involved in the registration of new members and often visited NSSF customers or potential NSSF customers in Gulu and in the wider region. While I worked for NSSF I contributed significantly to client retention and attracting new members. I registered more than 2550 new clients, relocated Ush 195.000.000,- of misplaced savings to the rightful owners and I learned how to provide efficient customer care language, sales, Ability to work with critical deadlines and prioritize workload effectively with support of from the team, and Knowledge of the Data Protection and Privacy Act and applicable regulations Ability to explain complex security issues to non-technical stakeholders (start here)……..My annual HR evaluations rated me as top performer for always over-achieving my monthly targets against other registration clerks in the sales department. I was on a temporary contract which was not renewed due to cost-cutting within the organization.I acquired specific experience in customer care, sales, Ability to work with critical deadlines and prioritize workload effectively, Ability to explain complex security issues to non-technical stakeholders analyzing and monitoring of network security and activity to ensure optimal operations.NSSF is a national savings scheme mandated by the Government of Uganda to provide social security services to employees in Uganda. Show less

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  Skynet Core Systems

  Aug 2018 - Aug 2018

  Network Technician Support Officer

  After the project Skynet successfully transmitted internet at 500Mbps+ from Amuru to Juba, using Air Fibre Technology. I gained experience in networking, configuring, monitoring, managing servers, routers, radio and other communication devices. Part of the time I worked in South Sudan in often challenging circumstances. I acquired specific experience in analyzing and monitoring of network security and activity to ensure optimal operations.My work included Installing, configuring, maintaining, and supporting network equipment and network operating systems (e.g., routers, bridges, servers, switches, and/or port connectors). Skynet Core Systems is a Ugandan IT company located in Gulu. My work for Skynet Core Systems was on a project basis and stopped after completion of the project. Show less

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  Awamo GmbH

  Feb 2019 - Feb 2020

  Support Officer

  I achieved 100% on-boarded clients and I trained them to use cloud-based banking software, by implementing information security and privacy policies, standard and procedures to protect the organization from internal and external threats, review and assess information security risks within new and existing systems, processes, policies and procedures and recommend relevant controls. Training on cyber security, email system, software packages, basic repair/maintenance and configurations of computer hardware, and network devices. Many clients were based in rural and semi-urban environments and often they were not very well educated and had little IT experience.I performed a wide range of IT support functions including in creating and assigning electronic tickets with accurate issue description to ensure customer queries/issues are resolved timely. I managed incoming calls and customer queries. I identified, assessed, and communicated customer needs to enable appropriate action. I guided customers through the onboarding process (e.g. meeting arrangements, formalities, class room and on-the-job training, technical assistance). I trained customers individually and in group sessions on the use of Awamo’s software and information security. I provided support to customers in person, via phone, e-mail, or remotely as and when needed even outside normal business hours. I handled customer service and support related incoming requests and tracked, prioritized, and documented customer service requests. I gained experience in monitoring software user activity and advising stake-holders on areas that need improvement and also creating a culture of security awareness by undertaking sensitization/training of staff on information security and privacy risks and control..Awamo GmbH is a German owned start-up company with limited liability, specializing in mobile, biometric core banking system for microfinance. Show less

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  Ecological Christian Organization

  Sept 2021 - May 2022

  IT Officer/Consultant Volunteer

  As an IT volunteer/consultant with Ecological Christian Organization. I provided end to end technical support to organization’s 40 staffs located in different parts of the country. I responded to all IT issues raised through the support desk on a timely fashion by ensuring all support issues raised through Tech support channels are responded to adhering to the support SLA (Service Level Agreement). Roles and duties listed belowResponding to IT support requests over the phone, via email and in person.Implement information security and privacy policies, standard and procedures to protect the organization from internal and external threats Review and assess information security risks within new and existing systems, processes, policies and procedures and recommend relevant controls.Conduct continuous vulnerability assessments and regular penetration tests on the organization networkCreate a culture of security awareness by undertaking sensitization/training of staff on information security and privacy risks and control.Work with all key process and system owners to ensure security and data privacy controls are considered at the outset of new projects, products and initiatives.Downloading, installing and configuring software to meet user requirements.Ensuring correct use of applications, networks and equipment.Testing and updating existing software.Fixing hardware issues including replacing equipment and peripherals such as computers, terminals and routers.Ensuring computer network’s optimal performance.Assist in administering user accounts as directed Analyzing issues and determining correct software or hardware solution.Assist in administering and maintaining ECO’s Website and social media channels.Provide additional support to the programs and administration team as and when needed.Execute IT Service satisfaction surveys and regularly monitor performance of service providers to ensure continual service improvement. Show less

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  Dfcu Bank

  Jun 2022 - now

  The Innovation and Digital Transformation Officer role is responsible for using research and analysis to find changes and opportunities in the market, and to support the digital transformation agenda by aligning proposed initiatives with the business needs and keeping the bank ahead of competition.This role is responsible for helping clients solve their business and technology challenges, developing and launching new products and services, and helping dfcu stay ahead of the competition by adopting new technologies and business models. The role also involves working with internal clients to help them respond to change and working with the sales team to help them sell the company's products and services.Key accountabilities:• Client advisory services:• Internal client support: • Business model innovation: • New product and service development: • Change management and training: • Stakeholder engagement: • Business development and thought leadership:• Big data analytics: • Transformation leadership: • Prototype development:• Emerging technology innovation: • Fintech partnerships: • Product development support:• Market research and analysis: • Product improvement: • Sales support: • Creative product solutions: • Product requirements management: • Product release coordination: • Vendor and service provider management: In summary, the Innovation and Digital Transformation Officer role is a critical one for dfcu Bank as it navigates the rapidly changing digital landscape. The role holder is responsible for helping the bank stay ahead of the competition by adopting new technologies and business models, and by helping clients solve their most complex business and technology challenges. Show less Reporting to the IT Service Delivery Manager, I provide the IT Service Desk support through management and resolution of all calls at 1st Level and escalation as per IT Service Support Model. Provide the business with a Single point of contact for all aspects of IT Service and support and management of issues logged with IT Service Desk.Key accountabilities:Provides the single point of entry for handling customer requests, queries, through taking calls, etc.Categorize, prioritize, and reassign requests on the issues’ tracker; provides first level support and feedback.Run a smooth and effective user administration process.Log incidents, check progress and ensure all diagnostic information is provided.Handle stakeholder communications in event of a systems high priority incident.Coordinate and track all resolutions by IT Support representatives and vendors per SLA.Coordinate IT system issues escalations.Respond to and manage user service requests e.g., access requests, change requests and ensure the proper requests management process is followed.Monitor IT systems uptime and performance through monitoring tools, alerts, dashboards, and monitoring screens.Maintain accurate log entries of requests with fault details, contact information, resolution details, and follow up information, and advise user of action taken.Prepare all relevant Service performance reports; daily, weekly, and monthly status reports on service levels.Execute assigned IT Service satisfaction surveys.Regularly monitor performance of service providers to ensure continual service improvement. Show less

  • Digital Transformation Officer

    Sept 2023 - now

  • Information Technology Support Analyst

    Jun 2022 - Sept 2023