Service Delivery It

Moses Gasana

Woburn, MA • ********@****.*** • 978-***-**** • https://www.linkedin.com/in/gasana-moses-1640013a/ Strategic, top-performing professional with 9+ years of experience in IT service delivery management, supplier management, shared service delivery, business relationships, infrastructure, and application delivery management. I maintain a proven track record of continued success. With my experience and work ethic, I have become good at IT Leadership, streamlining IT Service Operations (Incident, Problem, Change), Vendor management processes, NOC management, and Service Level Management. EDUCATION

Uganda Management Institute

Post Graduate Diploma In Project Planning and Management. Makerere University

Bachelor of Science in Software Engineering.

Kampala, Uganda

08/2016 - 08/2017

Kampala, Uganda

08/2009 - 06/2013

WORK EXPERIENCE

Self-employed providing IT Service Management Consultancy IT Service Delivery Management

Provide support as a consultant conducting IT Service delivery such as Problem, Change, and Incident management using time management and organizational skills.

Have worked on projects not limited to but for mostly Huawei Uganda and MTN Uganda in the consultancy role.

Work together with the teams on the ground on end-to-end service management for Datacenter Migration Projects, Unix and Windows server builds, Networking Load balancer management, Firewall, SAN, and NAS deployment both EMC and Net-App, Cloud deployment projects, Dev- Op’s infrastructure deployment, monitoring solutions via NAGIOS along with third-party integrations.

Perform ITIL training for new hires on the service delivery teams like Incident, Change, Problem, Release Management, etc. This has helped have a constant top performance by the teams year in and year out.

Huawei Technologies / MTN

Deputy Service Delivery Manager

In charge of the incident and problem management teams under MTN IT service management in Uganda, Zambia, Swaziland, Rwanda, and South Sudan with Uganda acting as the MTN IT hub. Was leading approximately 25 colleagues.

Kept CSAT level at 4.35 out of 5 (scale) on average. Boston, MA

10/2019 – present

Kampala, Uganda

04/2018 – 09/2019

Together with the service delivery Manager, we introduced a target of a 100-day program with zero Service outages in MTN Shared Services for 4 operational Countries in 2018. This strategically stabilized operations in MTN by reducing 78% of major incidents when compared to 2017.

The team under me got the highest rating on Process Maturity from Accenture, across 19 countries of MTN.

We also achieved the Best Service Delivery Team award for Incident Management from Huawei in 2018.

Huawei Technologies / MTN

Incident Management Lead

Led the whole Incident management team comprising 8 major incident management members responsible for critical plus high IT service impacting severity incidents plus 5 low incident management members who followed up less impacting but a high number of incidents.

I worked with the SDM to Plan and develop a project to establish a fully integrated and auto-fed Service Catalogue in SharePoint with 100% accomplishment in 11 months.

Planned and developed an Incident Management Guide for new employees plus a tracker for current employees to keep the team updated with the changing ITIL requirements. This brought great improvement and consistency within the team.

Achieved best Employee monthly awards 3 times, the team got the best Service Delivery Team award from both MTN and Huawei for 2017.

Huawei Technologies / MTN

Major Incident Manager

Responsible for managing and following up on all the significant/high-priority incidents from start to closure for the MTN Telecom HUB including Uganda, South Sudan, Zambia, and Swaziland.

The main task was to minimize the impact on business operations and ensure that impacted services were restored as soon as possible by working with the necessary teams to have this achieved.

Huawei Technologies / MTN

Data Center Monitoring Team lead

Led the Data center monitoring team of 15 that was doing monitoring for IT services for 4 countries (Uganda, Zambia, Swaziland, Rwanda, and South Sudan).

Worked closely with Infrastructure teams in migrating a major Hub data center from one location to another.

Kampala, Uganda

02/2017 – 03/2018

Kampala, Uganda

12/2015 – 02/2017

Kampala, Uganda

04/2015 – 11/2015

Planned and developed a project to establish a fully integrated and auto-fed Service Catalogue in SharePoint with 100% accomplishment.

Was in charge of onboarding the new NAGIOS Monitoring system. We were able to accomplish moving 100% of the services being monitored from the old monitoring tools (Solar Winds, Alert Tracker). Was in charge of training my subordinates too on Nagios.

Managed and maintained CMDB accuracy with Remedy and monitoring tools.

Wipro Technologies / MTN

Data Center Monitoring Engineer

Performed Data center facilities monitoring, Application services monitoring, and Network Monitoring Using different tools for MTN Hub Telecom had 5 countries (Uganda, Zambia, Rwanda, Swaziland, and South Sudan) with Uganda as the IT hub.

Supporting first-tier response(L1)

Kampala, Uganda

10/2013 – 03/2015

CERTIFICATIONS

CCNA Data Center Certification – 2014

Google Data Analytics Certificate - 2022

ITIL 4 foundation - March 2023

Project Management Professional (PMP) Certificate - Ongoing CORE COMPETENCIES

IT Service Delivery management in the domains of; Incident Management, Change, and Release Management, Problem Management, Capacity, Risk Management, and Customer relationship management.

Working with Remedy BMC, NAGIOS

Managing IT end-to-end operations.

Project management and planning skills

Quality customer service skills with the ability to persuade and harmonize.

Skills in entrepreneurship and business management.

Skills in research and report writing with proficiency in spreadsheets, SQL, Tableau, and R.

References: References are available upon request.

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