Customer Experience Support Technician
Resume:
PERSONAL INFORMATION
Date of Birth:
Marital Status:
Citizenship: Ugandan
CONTACT INFORMATION
Mobile:
P.O. Box:
E-Mail:
EXPERIENCE HIGHLIGHT
Senior Implementation Engineer (L4) / Tech Lead – Intelligent Infrastructure, Intelligent Workplaces, and Intelligent Customer Experience
Duration: Dec 2020 – Pres
Employer: Dimension Data Uganda
TS (Technical Services) Implementation Engineer – Hybrid Networks, Intelligent Customer Experience and Collaboration Duration: Mar 2018 – Dec 2020
Employer: Dimension Data Uganda
Ag. Project and Services Manager – Uganda
Duration: Oct 2019 – Aug 2020
Employer: Dimension Data Uganda
Systems Engineer – Networks, Customer Experience and Collaboration
Duration: Mar 2018 – Feb 2019
Employer: Dimension Data Uganda
Founder CEO
Duration: Feb 2017 – Mar 2018
Employer: 80Fifteen Group SMC Limited
SKILL HIGHLIGHT
Business & Technology Leadership Digital Transformation IT Solution and Systems Engineering Project and Service Delivery Management Enterprise Networking Software Defined Networking
Modern Collaboration Intelligent Customer Experience Datacenter Technologies Virtualization and Cloud Technologies AWARDS & RECOGNITIONS
Outstanding Teamwork and Execution: Uganda
AWARD PERIOD: Dimension Data FY20/21
ISSUER: Dimension Data East Africa
make a valuable addition to your organization.
including an award, for my Outstanding Teamwork and Execution. With my strong technical and interpersonal skills, I am confident I will dozen enterprise technology solutions across different verticals for some of the top organizations in Uganda. I have received recognition customer centricity by developing a digital transformation strategy. Over the years, I have designed, implemented, and supported over a I’m a Tech Lead and Technology Consultant, self-motivated with excellent communication skills. I advise businesses on how to embrace I’m Muhumuza Ian.
Hello.
Married
10th Feb 1994
**************@*****.***
24291, Kampala, Uganda
LANGUAGES
St. Elizabeth Primary School
PRIMARY EDUCATION 2000 – 2007
Paul Mukasa Secondary School
O-LEVEL 2007 – 2011
Good (Spoken)
Excellent (Written Spoken)
LUGANDA:
ENGLISH:
St Lucia Hill School Namagoma
A-LEVEL 2011 – 2013
Ndejje University (Kampala Compus) (UG)
B. Sc. Computer Science (First Class)
BACHELORS 2014 – 2018
Ndejje University (Kampala Compus) (UG)
B. Sc. Business Administration
Under-Graduate 2023 –
EDUCATION
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CERTIFICATIONS & TRAINING
Microsoft Certified: Azure Fundamentals
DATE OF ACHIEVEMENT: Feb 2021
ISSUER: MICROSOFT
CERT. No.: H664-8284
Microsoft Certified: Power Platform Fundamentals
DATE OF ACHIEVEMENT: Jan 2021
ISSUER: MICROSOFT
CERT. No.: H655-1987
Microsoft 365 Certified: Fundamentals
DATE OF ACHIEVEMENT: Jan 2021
ISSUER: MICROSOFT
CERT. No.: H655-1987
Check Point Certified Sales Representative
VALIDITY: July 2020 – July 2021
ISSUER: CHECK POINT
Cisco Certified Network Associate Collaboration
(CCNA Collaboration)
VALIDITY: Sep 2018 – Jan 2022
ISSUER: CISCO
LICENSE No.: 433524168741CPWN
Cisco Certified Network Associate Routing and Switching
(CCNA Routing and Switching)
VALIDITY: May 2018 – Jan 2022
ISSUER: CISCO
LICENSE No.: 433031561645AKDF
Cisco Video Network Representative
VALIDITY: Aug 2018 – Jan 2024
ISSUER: CISCO
Express Collaboration Systems Engineer
Representative
VALIDITY: Aug 2018 – Jan 2024
ISSUER: CISCO
Diploma in Project Management
ISSUE DATE: Feb 2019
ISSUER: ALISON LEARNING
LICENSE No.: 1-266-***-****
Polycom Video Endpoints Technical Certification –
RPEOT200
ISSUE DATE: Oct 2019
ISSUER: Poly University
Black Belt Business Architect
COMPLETION DATE: Aug 2021
ISSUER: Cisco Black Belt Partner Academy
Technical Sales: Role of a Sales Engineer
COMPLETION DATE: Aug 2021
ISSUER: LINKEDIN LEARNING
Solution Sales
COMPLETION DATE: Aug 2021
ISSUER: LINKEDIN LEARNING
AWS Cloud Practitioner Essentials
COMPLETION DATE: Aug 2020
ISSUER: AWS Training and Certification
AWS Solutions Training: Foundations – Technical
COMPLETION DATE: Aug 2020
ISSUER: PLURALSIGHT
AWS Technical Professional
COMPLETION DATE: Aug 2020
ISSUER: PLURALSIGHT
AWS Cloud Economics
COMPLETION DATE: Aug 2020
ISSUER: PLURALSIGHT
Building Mobile Apps with IONIC Framework and
Angular JS
COMPLETION DATE: Aug 2020
ISSUER: PLURALSIGHT
Project Management Professional (PMP)
COMPLETION DATE: Jan 2020
ISSUER: PLURALSIGHT
Cisco CCNA Data Centre: Nexus, Advanced Switching & SAN
COMPLETION DATE: Feb 2019
ISSUER: PLURALSIGHT
Cisco CCNA Data Centre: Introduction to Data Center Networking
COMPLETION DATE: Dec 2018
ISSUER: PLURALSIGHT
Building PSTN Gateways, SIP Trunks and CUBEs for
Cisco Collaboration
COMPLETION DATE: Dec 2018
ISSUER: PLURALSIGHT
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CERTIFICATIONS & TRAINING (Continued)
Risk-Taking for Leaders
ISSUE DATE: Aug 2021
ISSUER: LINKEDIN LEARNING
Product Innovation for Product Managers
ISSUE DATE: Aug 2021
ISSUER: LINKEDIN LEARNING
Managing Innovation
ISSUE DATE: Aug 2021
ISSUER: LINKEDIN LEARNING
Learning ITIL
ISSUE DATE: Aug 2021
ISSUER: LINKEDIN LEARNING
Learning Digital Business Analysis
ISSUE DATE: Aug 2021
ISSUER: LINKEDIN LEARNING
Learning Design Thinking
ISSUE DATE: Aug 2021
ISSUER: LINKEDIN LEARNING
Leading with Innovation
ISSUE DATE: Aug 2021
ISSUER: LINKEDIN LEARNING
Leading a Customer-Centric Culture
ISSUE DATE: Aug 2021
ISSUER: LINKEDIN LEARNING
Leading a Customer Service Team
ISSUE DATE: Aug 2021
ISSUER: LINKEDIN LEARNING
Leadership in Tech
ISSUE DATE: Aug 2021
ISSUER: LINKEDIN LEARNING
Executive Leadership
ISSUE DATE: Aug 2021
ISSUER: LINKEDIN LEARNING
Enterprise Architecture in Practice
ISSUE DATE: Aug 2021
ISSUER: LINKEDIN LEARNING
Enterprise Architecture Foundations
ISSUE DATE: Aug 2021
ISSUER: LINKEDIN LEARNING
Digital Accessibility for the Modern Workplace
ISSUE DATE: Aug 2021
ISSUER: LINKEDIN LEARNING
Design Thinking: Understanding the Process
ISSUE DATE: Aug 2021
ISSUER: LINKEDIN LEARNING
Design Thinking: Implementing the Process
ISSUE DATE: Aug 2021
ISSUER: LINKEDIN LEARNING
Design Thinking: Customer Experience
ISSUE DATE: Aug 2021
ISSUER: LINKEDIN LEARNING
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PROFESSIONAL EXPERIENCE
Dec 2020 – Pres
Senior Implementation Engineer (L4) / Tech Lead
Dimension Data Uganda
KEY RESPONSIBILITIES:
1. Tech Leadership
Spearheading technical operations and ensuring technical alignment of the Engineering team; Driving the technical architecture vision of the business units and steering technical work in that direction; Supporting Sales Team with Technology Engagements.
2. Solution Architecting (Design)
Offering Technology guidance and advisory; Drafting Technical Solution Documentation; Technical Solution Low-Level and High-Level Architectural Design; Solution Proposal and Technical Write-ups; Technology Selection and Review according to Industry Best Standards; Client Requirement Elicitation with Infrastructure Reviews and Site Surveys; Interaction with Technology Vendors for Optimal Pricing and Registration; Conducting Infrastructure assessments; Designing Technology Architectures (Diagrams and Solution Architectures); POC Setup and Documentation. 3. Solution Implementation
Technical Project Documentation such as As-Builts, UATs (User Acceptance Tests) and SoW (Scope of Works); Installation and Configuration of Enterprise Network Infrastructure at LAN, WAN and DC Levels; Installation and Configuration of Collaboration and Customer Experience Applications; Solution Installation, Configuration, Testing, Commissioning and Technical Project Documentation such as As-Builts, UATs (User Acceptance Tests) and SoW
(Scope of Works).
4. Solution Support
Technical L1 to L4 Post-Implementation Support (Remote and On-site); Incident Documentation and Management; SLA Tracking and Reviews.
Feb 2019 – Dec 2020
Technical Services (TS) Implementation Engineer
Hybrid Networks, Intelligent Customer Experience and Collaboration Dimension Data Uganda
KEY RESPONSIBILITIES:
1. Solution Architecting (Design)
Offering Technology guidance and advisory; Drafting Technical Solution Documentation; Technical Solution Low-Level and High-Level Architectural Design; Solution Proposal and Technical Write-ups; Technology Selection and Review according to Industry Best Standards; Client Requirement Elicitation with Infrastructure Reviews and Site Surveys; Interaction with Technology Vendors for Optimal Pricing and Registration; Conducting Infrastructure assessments; Designing Technology Architectures (Diagrams and Solution Architectures); POC Setup and Documentation. 2. Solution Implementation
Technical Project Documentation such as As-Builts, UATs (User Acceptance Tests) and SoW (Scope of Works); Installation and Configuration of Enterprise Network Infrastructure at LAN, WAN and DC Levels; Installation and Configuration of Collaboration and Customer Experience Applications; Solution Installation, Configuration, Testing, Commissioning and Technical Project Documentation such as As-Builts, UATs (User Acceptance Tests) and SoW
(Scope of Works).
3. Solution Support
Technical L1 to L4 Post-Implementation Support (Remote and On-site); Incident Documentation and Management; SLA Tracking and Reviews.
1.
2.
1.
2.
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content from older sites to the new ones and coordinating data collection from the numerous departments at IUEA. of the Web Master and Management; developing separate sites for individual faculties; preparing, editing and exporting DUTIES: Developing designs for the multiple web platforms at IUEA; developing a new website interface under supervision ICT Department – International University of East Africa (IUEA, Uganda) WEB DEVELOPER (IT Volunteer)
Jan – Sept 2017
growth of the business; Overseeing web architecture and infrastructure requirements. projections to the business; Formulating company policies and strategies with a view to driving growth; Advising on the future customers; Managing budgets for marketing, operations, and technology; Providing strategic analysis, forecasts and Developing long and short-term strategies and tactics for growth; Developing brand and messaging to attract and retain KEY RESPONSIBILITIES:
fashion by promoting the practice of reduce, reuse, and recycle. free second-hand garments, in Kampala and its Surroundings with a vision of becoming the leading platform for sustainable operated, and maintained an Online E-commerce Platform specializing in the sale and consignment of handpicked damage- 80Fifteen Group SMC Limited is a technology company incorporated in the Republic of Uganda. 80Fifteen group developed, BACKGROUND:
80Fifteen Group SMC Limited
FOUNDER CEO
Feb 2017 – Mar 2018
Works).
Commissioning; Technical Project Documentation such as As-Builts, UATs (User Acceptance Tests) and SoW (Scope of Technical on-site/remote support and Incident Documentation; Solution Installation, Configuration, Testing, and Technical Support
and Documentation; Technology Selection and Review according to Industry Best Standards. Surveys; Solution Low-Level and High-Level Architectural Design with Solution Proposals and Technical Write-ups; POC Setup Technology Consulting and Advisory Engagements; Client Requirement Elicitation with Infrastructure Reviews and Site Systems Engineering (Technical Presales)
KEY RESPONSIBILITIES:
Dimension Data Uganda
SYSTEMS ENGINEER – Networks, Customer Experience and Collaboration Mar 2018 – Feb 2019
delivery optimization.
service delivery performance; Analyzing third-party as well as internal processes and creating strategies for service service-related processes and implementing improvement activities wherever necessary; Taking accountability for Monitoring and managing IT service desk functions to ensure optimal service; Maintaining high performance levels for Service Delivery Management
meetings.
ensure completion of different project milestones; Organizing, chairing, and documenting project activities and management; Managing Project deliverables; Coordinating Implementation team and various project stakeholders to Planning project activities; Allocating and Managing internal project resources; Controlling Time and Resource Project Management
KEY RESPONSIBILITIES
Dimension Data Uganda
Ag. PROJECT AND SERVICE DELIVERY MANAGER
Oct 2019 – Aug 2020
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PROFESSIONAL SKILLS
BUSINESS & TECHNOLOGY LEADERSHIP
My role as a Tech Lead has allowed me to polish my leaderships skills in the Tech and Business spaces. I have been able to demonstrate competencies such as high emotional intelligence, decision making, effective communication and strategic planning as I drive the technical architecture and go-to-market vision of the business units. DIGITAL TRANSFORMATION
I possess a solid understanding of Process Transformation, Business Model Transformation, Domain Transformation and Cultural/Organizational Transformation the key components of Digital Transformation. Equipped with this understanding I can support an organization think beyond technology to embrace true digital transformation and reap the benefits of digitization namely, enhanced operations, creation of collaboration opportunities, expanded service offering, and revolutionized customer experience.
IT SOLUTION AND SYSTEMS ENGINEERING
Building large scale enterprise systems begins with understanding the real problems to be solved and often involves subsequent Design, Implementation and Commissioning of a proposed and approved solution. As a Systems Engineer, I have demonstrated expertise in both the technical and management aspects of the Systems Engineering Process. PROJECT AND SERVICE DELIVERY MANAGEMENT
My training in Project Management has enabled me to become knowledgeable of different Project Management Methodologies, Toolset and Documentation. I have also acquired firm understanding of Project Life Cycle as Applied to Project Management. Additionally, my experience as Implementation Engineer in various IT projects and as ag. Project and Service Delivery Manager has allowed me to get adequately acquainted with IT Project Management process and best practices. ENTERPRISE AND SOFTWARE DEFINED NETWORKING
I have experience in setting up, cabling and configuring network infrastructures. I have received training in Designing, Implementing and Supporting Enterprise Campus and Datacenter wired and wireless Networks. My training as a Cisco Certified Networks Engineer has made me knowledgeable in Network Technologies, Network Routing Protocols such as OSPF, EIGRP and BGP, WAN/LAN Topologies and Network Programmability with technologies such as SD-WAN MODERN COLLABORATION
I have adequate understanding of Voice and Video IP Networking. I possess solid work experience with Cisco’s Unified Communications Architecture and Enterprise VoIP and Collaboration Solutions. My training as a Cisco Certified Collaboration Engineer not only firms up my understanding of Voice and Video Networks but also equips me with firewall and IPS expertise to secure these systems without affecting performance. INTELLIGENT CUSTOMER EXPERIENCE
I have solid understanding and experience in designing and setting up Customer Centric CX Solutions from Engineering Contact Centers to Deploying Contact Center Optimization solutions and Integrations. I have installed, configured and supported Cisco UCCX contact center systems which allowed me to perfect my CCX designing and scripting skills. DATA CENTER TECHNOLOGIES
I have received training in Data Center Network Architecture and Data Center Technologies. I therefore have a good understanding of various Datacenter technologies such as Datacenter Switching and Routing with Cisco Datacenter Switches
(Nexus 5k and 7k), Datacenter SAN, Fiber channel, Server Virtualization and Network Virtualization (OTV, VXLAN), Cisco FEX, vPC and RBAC as applied to Datacenter Networking Technologies and Datacenter automation and Orchestration using UCS Director.
VIRTUALIZATION
I possess a very good knowledge of hypervisor technologies and infrastructures, namely VMware ESXI and Hyper-V. I have demonstrated experience deploying and managing virtual machines (OVF and/or ISO) in a VMware environment using vSphere Client, vCenter and CLI (OVF Tool).
CLOUD TECHNOLOGIES
My training in Azure, AWS and Cisco Meraki have enabled me to acquire a solid understanding of cloud computing and cloud networking and how leverage on these different cloud platforms to help an organization achieve it’s digital transformation objectives.
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COMPLETED PROJECTS
DATACENTER RELOCATION - Commercial Bank of Africa (UG) Role in Project: Implementing Engineer (Dimension Data) Activities: Migration of active network components from Primary and Secondary Datacenter Sites to new Datacenter co- location sites
Technology: Cisco
UNIFIED COMMUNICATIONS INFRASTRUCTURE UPGRADE – Centenary Rural Development Bank (UG) Role in Project: Implementing Engineer (Dimension Data) Activities: Upgrade of the IP Unified Communication Infrastructure. Installation of Call Manager Server for call Processing, Meeting Server for Call Scheduling, Expressway Servers for Mobile and Remote Access, IM&P Server for Instant Messaging and Presence.
Technology: Cisco
VIDEO CONFERENCING UNIT INSTALLATION – Centenary Rural Development Bank (UG) Role in Project: Lead Engineer (Dimension Data)
Activities: Installation, Provisioning and Registration of a Cisco Video Conferencing Unit. Technology: Cisco
SERVICE DESK CONTACT CENTER INSTALLATION – Centenary Rural Development Bank (UG) Role in Project: Implementing Engineer (Dimension Data) Activities: Installation of Cisco Unified Contact Centre. IVR Script Setup and Installation. Integration of Cisco Unified Contact Center with Cisco Unified Communications Manager.
Technology: Cisco
IN-COUNTRY DATACENTER AND CORE NETWORK INFRASTRUCTURE UPGRADE – KCB Bank (UG) Role in Project: Implementing Engineer (Dimension Data) Activities: Installation of Cisco Nexus 7k Datacenter Switches. Creation and Configuration of VDC’s on Nexus Equipment. Migration of Datacenter components to respective VDC’s. Configuration and Setup of Cross DC OTV. Installation and Configuration of WAN and Campus Network components. Technology: Cisco
HOIMA BRANCH – NETWORK INFRASTRUCTURE UPGRADE – KCB Bank (UG) Role in Project: Lead Engineer (Dimension Data)
Activities: Installation of new network equipment; Migration of old equipment configuration to new equipment. Commissioning and Go-Live.
Technology: Cisco
ZOOM CALL RECORDING UPGRADE – Orient Bank (UG)
Role in Project: Lead Engineer (Dimension Data)
Activities: Upgrade of Zoom Call Recording Server. Migration of user licenses and system switchover. Technology: Zoom Call Rec
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ZOOM CALL RECORDING UPGRADE – Centenary Rural Development Bank (UG) Role in Project: Lead Engineer (Dimension Data)
Activities: Upgrade of Zoom Call Recording Server. Migration of user licenses and system switchover. Technology: Zoom Call Rec
PHONEX ONE CALL BILLING SYSTEM UPGRADE – Hima Cement (UG) Role in Project: Lead Engineer (Dimension Data)
Activities: Upgrade of Call Billing Server. Migration of user licenses and system switchover. Technology: PhonEx One
CISCO WEBEX MEETING SERVER INSTALLATION - Orient Bank (UG) Role in Project: Lead Engineer (Dimension Data)
Activities: Installation of Cisco Webex Meeting Server and CWMS Internet Reverse Proxy. Technology: Cisco
CISCO CONTACT CENTER CRM INTEGRATION – Barclays Bank (UG) Role in Project: On-Site Support Engineer (Dimension Data) Activities: Configuration of Cisco Contact Center IVR Script and Integration with Bank CRM. Technology: Cisco
CISCO WEBEX MEETING SERVER INSTALLATION – Centenary Bank (UG) Role in Project: Lead Engineer (Dimension Data)
Activities: Installation of Cisco Webex Meeting Server and CWMS Internet Reverse Proxy. Technology: Cisco
WIRELESS LAN INSTALLATION – ICEA (UG)
Role in Project: Lead Project Engineer (Dimension Data) Activities: Configuring and Mounting Cisco Access Points in Autonomous Mode. Creating VLANs and Assigning them to respective SSIDs
Technology: Cisco
NETWORK SEGMENTATION – NC BANK (UG)
Role in Project: Lead Project Engineer (Dimension Data) Activities: Designing and Implementing a Network segmentation plan. Developing an IP Scheme and Migration plan for users to the newly segmented infrastructure. Configuring Inter-VLAN routing for each of the new segments. Technology: Cisco
GATEWAY HIGH-AVAILABILITY (HA) – NC BANK (UG)
Role in Project: Project Manager / Lead Project Engineer (Dimension Data) Activities: Configuring Gateway HA using HSRP. Configuring and Testing Virtual Gateway IP, Active and Standby Gateway. Technology: Cisco
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LAN, WAN and MANAGED WLAN INSTALLATION – AFREXIM BANK (UG) Role in Project: Project Manager / Lead Network Engineer (Dimension Data) Activities: Designing and deploying a new campus LAN based on Industry Best practices. Configuring network perimeter and WAN routers. Configuring Cisco Wireless Controller and deploying Wireless Access Point on Campus premises. Technology: Cisco
LAN, WAN REDESIGN – JUBILEE INSURANCE (UG)
Role in Project: Project Manager / Technical Lead (Dimension Data) Activities: Reconfiguring Datacenter Core, Introducing Segmentation on the Campus LAN, Configuring and rolling out Branch Edge devices.
Technology: Cisco
BRANCH NETWORK REFRESH – MERCANTILE CREDIT BANK (UG) Role in Project: Project Manager / Lead Project Engineer (Dimension Data) Activities: Configuring Branch Edge router and corresponding routing to HQ. Configuring and rolling out Branch LAN. Technology: Cisco
UNIFIED COMMUNICATIONS INFRASTRUCTURE UPGRADE – BURUNDI REVENUE AUTHORITY (BI) Role in Project: Lead Project Engineer (Dimension Data) Activities: Upgrade of the IP Unified Communication Infrastructure. Installation of Call Manager Server for call Processing, Meeting Server for Call Scheduling, Unity Server for Voice Mail, IM&P Server for Instant Messaging and Presence. Technology: Cisco
LAN INSTALLATION – DEPOSIT PROTECTION FUND (UG)
Role in Project: Lead Project Engineer (Dimension Data) Activities: Installation and configuration of campus LAN on Cisco SG350X switches and 4000 Series Router. Configuring various LAN segments, Port Security, Voice and Management for the Fund’s Campus LAN. Technology: Cisco
WAN AND VOICE INSTALLATION – AIG (UG)
Role in Project: Lead Project Engineer (Dimension Data) Activities: Installation and setup of Cisco Meraki Kit for WAN Access. Installation and Setup of Avaya Communications Manager for VoIP call processing.
Technology: Cisco and Avaya
MANAGED WLAN INFRASTRUCTURE – UMEME (UG)
Role in Project: Lead Project Engineer (Dimension Data) Activities: Installation and Configuration of Managed wireless infrastructure built on Cisco 3504 wireless LAN controller architecture in High-availability Mode. Reconfiguring existing autonomous wireless access points to lightweight access points for controller-based management.
Technology: Cisco
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REFERENCES
Information Technology Manager – NCBA Group (UG)
+256
Manager
I certify, to the best of my knowledge, that the information provided above is true and accurate.
+256-***-***-*** / **********@*****.***
Programme Manager, DFCU Bank (UG)
Mujuni Abbey.
Mutabazi Raymond
Timothy Kabanda
788 889 640/ *******.********@*********.***
+256-***-***-*** / ***************@*************.**.**
– IT Security, Centenary Rural Development Bank (CRDB, UG)
Contact this candidate