Summary
Overview
Work History
Education
Skills
Training
ADDITIONAL INFORMATION
Timeline
Generic

ADRIAN MUGOYA

Jacksonville,FL

Summary

Dynamic, results-driven professional dedicated to organizational growth through a strong commitment and positive work ethic. Proven expertise in customer service, adept at delivering high-quality support, resolving complex issues, and fostering team collaboration. As an Information Systems Specialist, skilled in managing intricate IT infrastructures, troubleshooting technical challenges, and implementing robust network solutions while ensuring system security. Recognized for reliability, adaptability, and a proactive approach to enhancing personal and organizational success in fast-paced environments.

Overview

15
15
years of professional experience

Work History

Information Systems Technician

US Navy
03.2018 - Current
  • Provide end users tiered-level customer support by coordinating software, hardware, and networks; install, configure, troubleshoot, and provide maintenance and training.
  • · Manage and secure commercial network Operating Systems (OS) within the functional areas of configuration, systems, and performance management
  • · Identify vulnerabilities and perform corrective actions to ensure system confidentiality, integrity, and availability
  • · Verify that appropriate security tests are conducted and documented, ensuring accreditation support documentation is developed and maintained; ensure that each information system meets security specifications to an acceptable level of risk.
  • · Acquire, monitor, and maintain an organization’s COMSEC allowance; ensure proper storage and adequate physical security for all COMSEC material held within an account; operate and maintain the Management Client/Advanced Key Processor (MGC/AKP) to manage material, and support local key generation, encryption, decryption, and destruction.
  • · Configure hardware and applications to interface with defended networks and Information Systems (IS) in support of Defensive Cyberspace Operations (DCO) on the Department of Defense/Department of War Information Network (DODIN)
  • · Utilize incident reporting procedures to investigate, analyze, and respond to disruptions within the pertinent domain to mitigate immediate and potential threats
  • · Conduct threat and vulnerability assessments and determine deviations from acceptable configurations or policies. Assesses the level of risk and develops and/or recommends appropriate mitigation countermeasures in operational and non-operational situations.
  • · Perform messaging, system monitoring, fault isolation, and circuit restoration of communications suites across the frequency spectrum

BPO Executive

Technobrain BPO
10.2013 - 01.2016
  • Indexing – inputting the document code within specified fields under IMAX project.
  • Searching and updating the topics on the client’s database with information from different fact.
  • Analyzing existing multiple information from various sources and resolving discrepancies in the freebase database.
  • Adding information, editing and merging data in the freebase database.
  • Data entry
  • My job duties included:
  • Established long-term client relationships through consistent delivery of high-quality products and services.
  • Identified trends and assessed opportunities to improve processes and execution.

Customer Care Representative

Warid telecom Uganda
02.2013 - 09.2013
  • Attending to Warid customers' complaints through telephone by solving some and forwarding others to the relevant departments for resolution.
  • Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
  • Managed high call volume with exceptional professionalism and efficiency.
  • Streamlined call response times for improved customer experience through effective communication techniques.
  • Identified opportunities for upselling or cross-selling products during interactions, increasing revenue generation potential.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.

Finance and Accounting Manager

X-XONE Ltd
03.2011 - 01.2013
  • Recording transactions and expenditures.
  • Banking company’s money.
  • Issuing out money and receipts after order from Boss.
  • Balancing account books plus reporting at end of every week.
  • Helping in managing the sales and secretarial departments.
  • Participating in the decision making policy of the company.
  • My job duties include:
  • Improved financial reporting accuracy through meticulous data analysis and reconciliation efforts.
  • Conducted thorough due diligence on potential acquisition targets, minimizing investment risks.

Manager

stationery shop
09.2010 - 03.2011
  • Typing, printing, photocopying, laminating and binding.
  • Selling and buying stationeries and consumables.
  • Job duties included:
  • Accomplished multiple tasks within established timeframes.
  • Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.

Education

Associate of Science - Actuarial science

Makerere University Kampala
Kampala, Uganda
01.2012

High School Diploma -

Busoga College Mwiri
Jinja, Uganda
01.2007

High School Diploma -

Kiira College Butiki
Jinja, Uganda
01.2004

Bachelor of Science - Cybersecurity Technology

University of Maryland Global Campus
Hyattsville, MD
07-2020

Skills

  • Ability to establish priorities and to plan, coordinate and monitor work plans
  • Competent with a number of computer packages which include: Microsoft office packages like Ms Excel, Ms Word, Adobe Photoshop
  • Ability to work with minimal supervision
  • Good time management
  • Good customer care skills
  • Leadership skills
  • Effective communicator
  • Good negotiation skills
  • Team player
  • Network troubleshooting
  • Software installation

Training

  • I attained training as a peer Educator and Facilitator in life skills development at Bugembe Youth Centre, Jinja in 2005 and implemented that which I learnt by playing a leading role in initiating the MA-PLAY (Making Positive Living Attractive to the Youth) club in Busoga college Mwiri as its first president.
  • I underwent training and practice from Warid customer care retention department in executing curtsey calls to Warid customers, up selling and cross selling Warid telecom products and resolving customer complaints.
  • Attended Training with Spanco Raps Uganda limited on customer care from January to March. Did also training on how to have a customer at heart while serving them, a positive servant mentality, Team bonding and how to work with energy at any given employment placement.

ADDITIONAL INFORMATION

  • LEADERSHIP RESPONSIBILITIES HELD
  • Kiira College Butiki
  • Time keeper prefect
  • Vice chairperson Art club
  • Treasurer chapel
  • Busoga College Mwiri
  • Deputy Head prefect
  • President MA- PLAY club
  • Chairman disciplinary council
  • Makerere University
  • Class representative Actuarial science course

Timeline

Information Systems Technician

US Navy
03.2018 - Current

BPO Executive

Technobrain BPO
10.2013 - 01.2016

Customer Care Representative

Warid telecom Uganda
02.2013 - 09.2013

Finance and Accounting Manager

X-XONE Ltd
03.2011 - 01.2013

Manager

stationery shop
09.2010 - 03.2011

Associate of Science - Actuarial science

Makerere University Kampala

High School Diploma -

Busoga College Mwiri

High School Diploma -

Kiira College Butiki

Bachelor of Science - Cybersecurity Technology

University of Maryland Global Campus

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