JOSEPH RAYMOND
Service Desk And Support
Lusaka,Zambia
Summary
+256751883325 | +256785281640 Kampala,Uganda PROFESSIONAL SUMMARY I am an Experienced service desk and Support Engineer familiar with user support and root cause analysis. Advanced knowledge of IT operations and dedication to see issues through to end. Works well in remote and desk-side environments.
Overview
7
7
years of professional experience
3
3
years of post-secondary education
1
1
Language
Work History
Service Desk and Support
Netone Information Techinology Ltd
Lusaka, Zambia
08.2022 - Current
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- categorize and record reported queries and provide solutions.
- escalate, if needed , unresolved problems to a higher level of support.
- monitor issues from start to resolution.
application-developer
Beats Trace Music Ltd, Uganda
03.2019 - 11.2022
- Developed User Interfaces and database designs
- Performed integration testing before launching applications
- Wrote and published applications on Google Play Store
- Documented every step of the design process to have in database to call upon later
- Investigated what budget would be necessary to complete projects and presented proposals to potential investors.
IT Service Desk Analyst
ABSA Bank Uganda
Kampala Uganda, Zambia
02.2017 - 07.2021
- Managed high levels of call flow and responded to customer technical support needs.
- Collaborated with supervisors to escalate and address customer
- Translated complex technical issues into digestible language for non-technical users.
Education
Bachelor of Science - Information Technology
01.2015 - 04.2018
Skills
TCP/IP
Data recovery
Application support
Technical documents comprehension
Customer service expert
Staff education and training
Technical issues analysis
Desktop support
Software diagnosis
Mac systems
Quality assurance
Search Engine Optimization
Debugging skills
Accomplishments
- Online Radio:- This Project is an online radio application for android that help users listen to a particular radio station online by use of internet
- I used Java &
- Kotlin to develop the front-end and Google Firebase to store and retrieve real- time data for chat features between users and presenters
- Receipt and Invoice Printer :- This Project is an offline application for android that I built in Java assisting a business to input user data and print a payment receipt
- Shopping App:- This Project is an online grocery shopping application for both android and IOS
- I used React Native,Typescript and CSS to develop front-end and Google Firebase to store and retrieve products,user account information and payment information
- Integration of payment APIs like
- Flutterwave was done using NodeJs and React’s AXIOS library
- Booking System:- This Project is an online services booking system from medical to fashion and styling services
- The app enables companies or business to register their services and monitor booking digitally
- The app was developed in React Native, Typescript as front-end user interfaces and Back-
- End using Google Firebase, EmailJS and Payment APIs.
Timeline
Service Desk and Support - Netone Information Techinology Ltd
08.2022 - Current
application-developer - Beats Trace Music Ltd, Uganda
03.2019 - 11.2022
IT Service Desk Analyst - ABSA Bank Uganda
02.2017 - 07.2021
Uganda Martyrs University Nkozi - Bachelor of Science, Information Technology
01.2015 - 04.2018