At the National Information Technology Authority – Uganda (NITA-U), I worked across Technical Services, the Service Desk, and E-Government Services. I built an AI-powered Smart Dispatcher, a webhook-driven FastAPI service that uses Claude for automated ticket classification and supports swapping AI providers.
During my internship, I received orientation in ITIL 4 service management and national network infrastructure, including GovNet, NBI, and EGI. I also produced proof-of-concept materials and research reports on network monitoring and service automation.
I compiled weekly internship reports into director-facing presentations, tracking progress and supporting a request to extend my internship. I’m focused on improving national-level IT service delivery by combining technical support experience with software engineering.
