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Munanura Arthur

@munanuraarthur

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IT Service Desk Supervisor with expertise in ITIL and service delivery.

Uganda

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What I'm looking for

I seek a role that fosters innovation and values continuous improvement in IT service delivery.

As an accomplished IT Service Desk Supervisor at the National Information Technology Authority-Uganda (NITA-U), I have successfully implemented the ITIL framework, enhancing IT service management and delivery across the organization. My leadership in procuring and implementing ITSM tools has streamlined workflows and significantly reduced incident resolution times, ensuring reliable performance in service delivery.

With a strong focus on continuous improvement, I spearheaded the establishment of a dedicated Learning Team to provide targeted digital training for Service Desk staff. This initiative not only standardized processes but also fostered a digital working culture, enabling the team to achieve measurable outcomes. My commitment to enhancing service delivery is further demonstrated through the implementation of a Knowledge Management System, which has improved first-line resolution times and overall client satisfaction.

My educational background includes a Master’s Degree in Information Systems Change and Management from the University of Manchester, complemented by various certifications in ITIL, ISO standards, and CCNA. I am passionate about leveraging technology to drive efficiency and improve service delivery, and I am eager to bring my expertise to new challenges in the IT service management landscape.

Experience

Work history, roles, and key accomplishments

Current

IT Service Desk Supervisor

Current

National Information Technology Authority-Uganda

Dec 2017 - Present (7 years 6 months)

Oversaw the service desk operations, ensuring effective monitoring and control while implementing best practices. Led a team to enhance service delivery, manage incidents, and improve IT service management through ITIL framework and automation tools.

ITIL Service Management Incident Management Team Leadership Automation Tools Vendor Management Knowledge Management SLA Management

IT Service Desk Engineer

MTN South and Eastern African Shared Services Hub

Aug 2014 - Dec 2017 (3 years 4 months)

Managed installation and configuration of server hardware and software, providing technical support for over 1000 users. Ensured smooth service delivery and compliance with SLAs while troubleshooting various IT issues.

Technical Support Configuration SLA User Training Reporting Problem Solving

Data Manager

Mwebe SSebagala & Co. Advocates

Jan 2010 - Dec 2011 (1 year 11 months)

Managed data analysis and reporting processes, leading projects and supervising staff. Developed reports on data delivery and revenue projections while ensuring compliance with security policies.

Data Analysis Reporting Project Management Compliance Data Security Process Improvement Technical Expertise Resource Management Leadership

Teaching Assistant

Makerere University

Jul 2009 - Apr 2014 (4 years 9 months)

Assisted in delivering course materials and tutoring students in various IT subjects. Participated in assessments and supported students' learning objectives through personalized assistance.

Curriculum Development Assessments Communication Skills Project Management Team Collaboration Technical Writing Classroom Management

Education

Degrees, certifications, and relevant coursework

Makerere University

Internship, Information Technology

2008 -

Completed an ICT Internship at the College of Computing and IT, gaining practical experience in IT systems and support.

University of Manchester

Master’s Degree, Information Systems

2021 - 2023

Completed a Master’s Degree with Merit in Information Systems Change and Management, focusing on the integration of IT systems and management practices to enhance organizational efficiency.

Makerere University

Bachelor’s Degree, Information Technology

2006 - 2009

Grade: First Class

Achieved a First Class Bachelor’s Degree in Information Technology, covering various aspects of IT including software development, database management, and networking principles.