Brian Nuwagaba

Deliver responsive customer service under time pressure while maintaining safety, reliability, and accurate service records.

Administered Microsoft 365 and SharePoint, managing user accounts, permissions, and access control for staff across 12 programs. Oversaw program operations and compliance, built Excel trackers, and supervised and trained 75+ staff and volunteers.

Ran consultative sales of building-envelope and construction-supply products, scoping customer requirements and translating technical specifications into clear recommendations.

Provided Level 2 technical support to 150+ merchants monthly, resolving storefront, payment, account, integration, and configuration issues within SLA. Investigated complex problems using browser developer tools and root-cause analysis, and managed identity and access issues including MFA and permissions.

Delivered on-site IT, hardware, and network support to 25+ enterprise and government clients, configuring WAN connectivity, IP addressing, and firewall settings. Reduced repeat service calls by 20% through root-cause analysis and process improvement, and authored SOPs for technicians.

In progress: Google AI Essentials, AWS Cloud & Core Services, Python for Everybody, and Generative AI for IT Systems Analysts & Architects.

In progress: AWS Cloud & Core Services.

In progress: Python for Everybody.

In progress: Generative AI for IT Systems Analysts & Architects.

Pursuing Fortinet Certification (FortiGate / NSE-level network security).

Diploma in Electronic Engineering Technology from Holland College, completed in 2015.

Diploma in Electro-Mechanical Engineering Technology from Algonquin College, completed in 2012.

Completed Google Data Analytics: Foundations of Data, Data, Everywhere and Introduction to Front-End Development.

Completed Introduction to Front-End Development.