About 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
Experience
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
Education
I am doing online courses from Alison
I have a degree in computer science
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