 Lead a team of 20+ direct reports in spearheading projects for COM21  Work closely with cross-functional teams to plan and develop scope, deliverables, required resources, work plan, budget, and schedules for projects Develop and manage budget for projects Managing stakeholders, vendors and contractors to ensure smooth delivery of projects Contracts negotiation and management Produce project reports and updates as well as managing project documentations Technical pre-sales supporting the sales team in solution design and development of tailored solutions as per client requirements. Provide technical advice, presentations and Request For Proposals response Create and implement ICT policies- security and acceptable use of ICT resources  Manage Stakeholders, Business Partnership and Vendors Training and coaching team on technical capabilities; achieving 98% efficiency in projects execution & ICT operations Guarantee network security best practices are executed through audits, network access controls, change control, and monitoring Formulating and directing information and communication technology (ICT) strategies, policies and plans Directing ICT operations and setting priorities between infrastructure improvements, maintenance and operations Ensure general health and security for network, servers and cloud infrastructure is maintained  Managing and reporting on allocation of IT budget Direct helpdesk support and service delivery operations Manage client relations and customer experience improvement programs

- Integrate new technologies across the East Africa networks (Uganda, Tanzania, Rwanda, Kenya)- Execution of new layer three backbone and access network- Planned and optimized routing across East Africa for Provider Edge aggregation and Core network- Act as a tier 3 focal point for high impact complex network problems- Extend all the necessary support for the second and third-tier escalations for all operational outages in IP network- Executed setting up MPLS, NNI, BGP peering and IP transit services- IP Planning- Perform network maintenance and system upgrades including service packs, patches, hot fixes- Confirmed actions and discussions pertaining to issues escalated from Tier 1 or 2 Support are completely documented in the CRM system within the stipulated SLAs- Conducted scheduled network performance monitoring, trend analysis, capacity planning and expansion; strengthening network growth 2x- Provided technical presales support- Provided high-level technical support, by identifying and resolving network problems within 5-8 hours

- Oversaw the implementation of network and server infrastructure- Perform network maintenance and system upgrades including service packs, patches, hot fixes- Perform bandwidth upgrades and downgrades of circuits- Review traffic graphs and alarms of backbone, customers, peers and upstream providers circuits to investigate, take action, document events and follow up- Install, provision, troubleshoot, maintain, document, and upgrade routers, switches, firewalls, servers and IP monitoring tools- Reinforced customer and service delivery that translated to customer loyalty and delight- Negotiated competitive rate with vendors through vendor management- Revitalized Tier III support for customers and network problems by identifying areas for enhancement, and implementing improvements- Provided technical presales support

- Minimized downtime by diagnosing and troubleshooting network faults; providing high-level customer support and service delivery that escalated customer experience levels from 30% to 80%- Attend, troubleshoot and document customers and other offices, calls and e-mails when reporting issues with their service- Advised client on technical insights, recommendation, implementation and service improvement measures- Drove maintenance and upgrades on all system services software and hardware- Managed customer support and enhanced trouble tickets resolution times from 10 minutes to 5 minutes; improved Service delivery

-Detected and resolved faults resulting from systems failure or planned intervention-Performed systems software and hardware upgrades -Revamped systems security -Established the availability of up to date backups for all systems-Monitored systems and network elements

-Monitored network Infrastructure -Maintained and updated Network documentation-Managed vendor support contracts for hardware, software and services; cut cost by 10% through negotiations saving company revenue-Provided onsite and online support to customers; growing customer satisfaction levels by 13%