Farouk Serubula Email & Phone Number

Kampala, Uganda

Robust Technologies is an IT firm providing client-customized IT and software solutions, IT consultancy and training among other IT services.o Identifying areas where IT can support Business needs and goals.o Working with Business units to develop IT strategies and improve current IT implementations.o Build and migrate software and services across the clientele.o Designing or modifying systems architecture to meet business needs, including testing, integrating and programming software systems to ensure that specific business issues are solved.o Accessing the systems architecture currently in place and working with technical staff to recommend solutions to improve it.o Resolving technical problems as they arise after implementation.o Assessing the business impact that certain technical choices have.

Kampala - Uganda

RESPONSIBILITIES* Execute full lifecycle software development* Write well designed, testable, efficient code* Produce specifications and determine operational feasibility* Integrate software components into a fully functional software system* Develop software verification plans and quality assurance procedures* Document and maintain software functionality* Tailor and deploy software tools, processes and metrics* Serve as a subject matter expert* Comply with project plans and industry standardsKNOWLEDGE* Proven work experience in software engineering* Hands on experience in designing interactive applications* Ability to develop software in C * Excellent knowledge of SQL and Relational Databases (MySQL and MS-SQL)* Experience in developing web applications using HTML, JSP, JavaScript and CSS* Experience with test-driven development* Ability to document requirements and specifications* Familiarity with software development methodology and release processes

Kampala - Uganda

* Reviewing and testing early releases of Microsoft software – the most recent product is Windows 11 and its Applications.* Helping shape the future of windows.* Building new Windows Applications in Tech mode.* Making various contributions in the Windows Insider Forums.

Kampala, Uganda

I was the IT Service Desk Supervisor at MTN South & East Africa IT Hub, IT Service Operations Centre, IT Service Desk. * The MTN South & East Africa IT Hub handles all MTN IT operations in Uganda, Zambia, Swaziland, South Sudan & Rwanda (Rwanda was later excluded after their Government decision) and I lead and oversee all operations at the IT Service Desk which is the SPOC (Single Point of Contact) for all IT related issues and requests.* The IT Service Desk consists of 2 Teams: I) The Technical Operations Team which handles all Technical troubleshooting and Level 1 issue resolution. This is led by the Technical Lead. II) The Process Team which handles all IT processes for the entire IT Hub i.e Incident Management, Change Management, Event monitoring & management, Problem Management, Request Fulfillment etc. this is led by the Process Lead.* Overseeing and ensuring all Service Desk KPIs (Key Performance Indicators) are met.* Drawing Team Efficiency & Performance improvement plans and implementing them accordingly.* Analyzing and drawing various reports including Customer Satisfaction Survey reports and coming up with relevant action points for improvement.* Giving overall IT Technical & Process guidance for the Team and providing Level 3 technical and process support to the team.* Auditing process compliance on Incident, Change & Problem Management and Request fulfillment. * Being at the fore-front of customer interactions with Users in both Technical and non-technical departments.

Kampala - Uganda

I wasthe IT Technical Lead at MTN South & East Africa IT Hub, IT Service Operations Centre, IT Service Desk.* The MTN South & East Africa IT Hub handles all IT operations in Uganda, Zambia, Swaziland, South Sudan & Rwanda (Rwanda was later excluded after their Government decision) and I was leading and offering guidance & support to a Team of 10 IT Service Desk Technical Agents. * Training and mentoring the Service Desk Team on all Technical and Service Management issues.* Carrying out Regular assessments on Technical and Process issues at the Service Desk* Serving as an escalation point for all Service Desk Level 1 Technical issues and liaise with the Level 2 Engineers intricately for fast resolution.* Assisting in developing programs for training end users on self-help tips and office application usage.* Ensuring security of all workstations through proper installation and regular updates of an effective anti-virus program and OS Security patches on every workstation.* Assisting in administering internal customer satisfaction surveys to obtain feedback on Helpdesk efficiency (where necessary).* Attending Team / Divisional and Departmental meetings as required.* Providing guidance and managing the performance of subordinates.* Auditing sent out Major Incident alerts and communications as per the process.* Preparing agreed periodic activity and performance reports for the attention of the Supervisor, Service Desk and Director, IT Service Operations Centre.* Perform any other duties as assigned by the Supervisor, Service Desk and Director, IT Service Operations Centre.

Kampala - Uganda

I was the IT Process Coordinator at MTN South & East Africa IT Hub, IT Service Operations Centre, IT Service Desk.* Coordinating initial diagnosis, troubleshooting and analysis to support Major Incident Management Team.* Sending out Major Incident alerts and communications as per the process.* Setting up Technical and Management Bridge calls as per the process.* Carrying out necessary user testing during fault resolution process.* Contacting and coordinating changes with implementers.* Giving stakeholders timely updates as per process.* Contacting and escalating to Change management team as per change life cycle progress.* Following up on post change incidents till closure.* Confirming sanity test checklist before change closure.

Kampala - Uganda

I was the IT Service Desk Technical Agent at MTN South & East Africa IT Hub, IT Service Operations Centre, IT Service Desk.* Providing first-level phone and email support on IT related issues and escalate more technical issues requiring location visits to the IT Service Desk Process & Technical Lead.* Providing first-level instructions on software installation and configuration e.g. client applications, anti-virus utilities, printer drivers, etc.* Providing continuous user application and system support to MTN Business Operations Units E.g. Call Centre, Marketing, Human Resources etc.* Complying with pre-defined Service Desk Management policies and procedures.* Prepare / compile agreed Shift Handover Reports for the attention of the IT Service Desk Process & Technical Lead and Supervisor, Service Desk.

Kampala - Uganda

* Handling cases of all forms of Monies sent to wrong recipients or sent erroneously using the Mobile Money platform. This involves negotiating with the wrong receivers and there after effecting reversals back to the sender’s accounts. All this is done while ensuring complete adherence to Regulatory policies and requirements.

Kampala - Uganda

* Reviewing and testing of all products and services on the MTN - Uganda Mobile Money Platform.* Testing and approving all new products on the MTN - Uganda Mobile Money Platform.* Some of the products tested, approved and launched during my tenure on the Customer Operations Project Team include; - > Ericsson Convergence Wallet – The system that handles all MTN - Uganda Mobile Money transactions and reports. > Push and Pull Service – A service that enables MTN Mobile Money customers transfer funds between their Mobile Money and Bank Accounts. > ATM Withdraw – A service that enables MTN Mobile Money customers withdraw funds from their Mobile Money accounts using selected bank ATMs. > KCCA Payments – A service that enables MTN Mobile Money customers make KCCA payments using the phones / Mobile Money accounts. > International Remittance (Card to Mobile)- A service that enables MTN Mobile money customers to receive funds directly onto their Mobile Money accounts from anywhere in the world through card to mobile transactions. This service is available to senders who are holders of bank enabled cards which are Visa, Mastercard and Amex.

Kampala - Uganda

* Assuming responsibility for the first line management of Customer Service Advisors.* Providing coaching and support to Customer Service Advisors; developing them to ensure that they achieve their full potential.* Performing Quality checks and implementing measures to improve performance levels and meet objectives.* Submitting Performance Management reports highlighting adherence to KPIs.* Participating in identification of critical processes, policies and procedures.* Communicating, monitoring and supporting adherence to the processes, policies and procedures.* Creating and maintaining an environment that encourages team development, embracing the principles of team work and self-improvement.* Foreseeing possible delays or complications and planning strategies to avoid or minimize them.* Developing and implementing new systems, procedures or working to improve customer service efficiency.* Collating feedback from agents on welfare and services provided by relevant stakeholders* Escalating concerns with relevant stakeholders.

Kampala - Uganda

* Supporting and resolving queries and complaints raised by Mobile Money and Easyload Dealers and Agents over the 128 Dedicated Helpline.* Interacting with Mobile Money Customers all over the country, resolving their problems at first contact over the 122 Dedicated Helpline.* Offering excellent customer service to MTN customers in rural areas to boost usage of MTN Products and Services over the 124 Dedicated Helpline.* Escalating queries and complaints that I am not able to resolve to Level 2 Customer Service Support Teams.* Carrying out online SIM swaps and activations.

Kampala - Uganda

* Interacting with MTN customers over incoming calls on the 123 General Helpline.* Ensuring customer satisfaction and First Call resolution.* Multi-tasking and quick decision making.

Uganda

* The MTN Group ICT Project handles the service management and delivery of ICT solutions to 17 of the 22 countries where MTN operates.* Analyzing performance of all stakeholders in relation to the agreed and signed Service Level Agreements (SLAs)* Coordinating the key stakeholders to deliver on all requests as highlighted in the various meetings.* Drawing and submitting weekly reports highlighting performance of all Teams and domains and progress of all assigned tasks and SLA performance of the various stakeholders.

Kampala - Uganda

* Doing System Analysis and Design.* Developing Software as per User Requirements Specification.* Offering support and maintenance to already developed Software.* Carrying out IT Training to System users.

Kampala - Uganda

* Handling school fees and other payments from both parents and pupils.* Monitoring the school’s Financial Performance, hence making financial decisions.* Generating and presenting the monthly financial performance report to the School Governing Board.* In late 2009 I was enrolled onto the School Management Committee as a Business Analyst, a position I still hold to date.

Kampala - Uganda

* Teaching Mathematics, English and Arabic Languages at Elementary School level in areasallocated and reviewed by the Director of Studies.* Participating in the development, administration and marking of exams and otherassessments.* Assisting in the development of learning materials, preparing schemes of work andmaintaining records to monitor pupil progress, achievement and attendance.* Contributing to departmental working groups or committees as requested.