Arthur Kateeba Email & Phone Number

Kampala, Ug

Uganda

• Manage backup infrastructure for both windows and Unix servers maintaining a 98% success rate for critical systems.• Implement disaster recovery plan for rapid data restoration of offline backups meeting the RTO by 97% for both windows and Unix systems.• Execute both backup, restoration and maintenance operations for windows, Linux and network assets to adhere to risk and compliance guidelines while maintaining 0ver 95% uptime. • Perform media rotation and backup restoration disaster recovery drills with in the set RTO and RPO ensuring data protection efficiency.• Collaborate the onboarding of new application servers into the backup plan, resolving OS related issues to protect critical business systems achieve data protection efficiency

Kampala, Central Region, Uganda

• Assessed business impact of incidents, coordinated resolution efforts, and managed customer expectations.• Bridged communication gaps between customers and application owners, facilitating faster troubleshooting.• Coordinated services restoration driving troubleshooting investigations to resolve outages within the set SLA targets with different Back office teams.• Contributed to problem management to prevent incident recurrence and improve service availability.

Lugogo, Uganda

• Coordinated incoming network outages and all instructions communicated from the Control Centre.• Managed incidents for feeder and localized and liaised with the field technical personnel to resolve them.• Handled emergencies complaints in less than 5 mins ensuring SOR (Secure Operating Regulations) are observed.• Managed outages by ensuring restoration timelines are adhered to by district Engineers, closing the loop with SMT's (Senior Management Team)• Managed large power user outage incidents and coordinated with field technical personnel to ensure quick service restoration.• Prepared daily and monthly power grid faults experience by large power users like EATON towers and ATC amongst others.

Rwenzori Courts 2Nd Floor Plot 1 Lumumba Avenue

• Handling customer queries by answering incoming phone calls, emails and social media chats.• Serving customer by offering first time resolutions and escalation for appropriate action efficiently and effectively• Providing comprehensive knowledge on company products and services and use of self- help company services.• Advising customers on the outage causes, update about restoration timelines, and safety precautions in case of emergencies. (power line breakdown, high voltages)• Assisting customers to register online to quickly access self-help services. • Recording all queries and making notes on logging software

Bugolobi Old Portbell Rd

• Handling customer queries by answering incoming phone calls• Escalate unresolved complaints to the supervisor for appropriate resolution.• Collected data customer rating data of the overall company service delivery.• Entered and upload customer data on the cloud server.

Uganda Breweries Limited P.O Box 7130 Portbell, Luzira