It Support Customer Service

MUKEMBO JOSEPH FRANCIS

**** * ********** **, ********, Missouri, 65203

660-***-**** • *************@*****.*** • linkedin.com/in/joseph-francis-mukembo EDUCATION

Midwestern State University, Wichita Falls, TX

Master of Science, Computer Science

Date of Graduation: December 2023

GPA: 4.0/4.0

Makerere University, Kampala, Uganda

Bachelor of Science, Computer Science

Date of Graduation: January 2011

GPA: 3.84/4.0

SKILLS

• CCNA (Computer

Networking)

• ITIL V4 Foundation

• C++

• Visual Studio

• SQL

• GitHub

• VMware

• ITSM Tool

• Windows

• Customer Service

• Windows server

administration

WORK EXPERIENCE

Midwestern State University, Wichita Falls, TX

Graduate Assistant January 2022 - Present

• Tutor students to strengthen their understanding of class topics covered from previous sessions of Advanced Data Structures

• Perform various administrative tasks such as proctoring exams, computer lab monitoring KCB Bank Uganda, Kampala, Uganda

IT Support Manager January 2017 - January 2022

• Installed and configured network equipment to update or fix hardware or software issues

• Partnered with business teams to identify process improvement, automation opportunities, and appropriate technologies to meet the present and future demands of the business

• Provided end-user support, diagnosing hardware and software issues and implementing practical solutions to ensure minimal downtime

• Monitoring computer systems to improve network performance for computer systems and networks

• Created application deployment procedures and documentation for user departments and rolled vendor fixes into production.

KCB Bank Uganda, Kampala, Uganda

IT Support Assistant March 2013 - December 2016

• Managed the IT Service Desk (ITSM), assigning, troubleshooting, resolving, and proactively providing information to users on the progress of their outstanding calls (service tickets)

• Managed Active directory servers

• Managed and administered the company’s Local Area Network (LAN) and Wide Area Network

• Trained user departments on new application deployment/operational procedures.

• Performed routine maintenance tasks, updates, and patches to ensure the security and stability of operating systems, including windows and linux environments. PROJECTS

KCB Bank Uganda ATM Recycler Project December 2021

• Upgraded KCB bank ATMs from cash dispensing ATMs to cash recycling ATMs, enabling the bank to transform its self-service channel to cash recycling technology KCB Bank Uganda In-country Data Center Implementation June 2017

• Worked as part of the team that successfully implemented a Bank of Uganda directive to set up an in-country data center for KCB Bank Uganda

Datacenter Network Equipment Upgrade August 2016

• Collaborated with the Network Manager to upgrade all obsolete data center network equipment. This involved configuring, installing, and testing connectivity on newly deployed routers/and switches AWARDS AND ACHIEVEMENTS

• MSU Graduate Merit Scholarship January 2023

• MSU International Education Week (IEW)Academic Excellence October 2022

• MSU Graduate Merit Scholarship August 2022

• Member of the Association for Computer Machinery March 2022

• Best Customer Service Award- KCB Bank Uganda December 2016

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