At MTN Uganda, I handled customer issues across phone, email, and in-person channels, resolving issues on first contact and escalating complex technical cases when needed. I also partnered with vendors and service providers to move escalated cases toward resolution.
I analyzed customer feedback, ticket data, and satisfaction metrics with the team to address recurring issues and improve service delivery, contributing to a 70% improvement in customer experience scores. I maintained issue logs, reports, and service records.
As an IT Admin Trainee at Soliton Telmec Uganda, I assisted with installing and configuring network hardware and software and provided first-line support for hardware and software issues. I also helped with user accounts, access permissions, updates, and patches.
I hold a Bachelor of Science in Computer Engineering from Makerere University and have completed Cisco Networking Academy coursework in networking and cybersecurity, along with Fortinet training in the threat landscape.
