Sharon Francisca Okoth

Currently Service Manager for :

- Customer Management System implementation for The energy of Cameroon(ENEO) and Zimbabwe Electricity Transmission and Distribution Company( ZETDC)

- Integrated Customer Management System implementation for Abuja Electricity Distribution Company (AEDC)

Key Responsibilities:

• Providing first point of contact for customers and also providing 1st level support to customer incidences
• Monitoring of team performance, adhering to service level agreements (SLAs) and provision of training to new employees/ retraining of existing staff.
• Meeting with customers to discuss service needs and offer available solutions.
• Establishing team priorities, maintaining delivery schedules and monitoring team performance.
• Issue review with customers, subsequent logging in JIRA and escalation to relevant teams to address

For Integrated Customer Management System (INCMS) implementation in Abuja Electricity and Distribution Company (AEDC)

Key Responsibilities:

• INCMS Technical support - Responding to user queries and provision of documents guiding in system processes
• Reproduce software bugs and logging of the same on Issue ticketing system (JIRA)
• Follow up of issue resolution and delivery within timings guided by the service level agreement with the client
• Writing data correction scripts for software bugs
• Participation in deliberation of new specifications and software changes in relation to MINSAIT systems deployed in AEDC
• Liaise between the client and software factory on software issues and change requests

Maintenance support on utility systems deployed in Energy Distribution companies within Africa: UMEME (Uganda), ENEO (Cameroon), ZESCO (Zambia), ZESA (Zimbabwe)

This role involved working on application corrective tasks, improvements and implementation of additional features based on client requirements

Key Responsibilities:

• Modified existing software to correct errors, adapt to new hardware and improve performance
• Performed regression and system-level testing to verify software quality and function before release
• Oversaw major enhancements to existing software systems
• Debugged and modified software components
• Developed code fixes and enhancements for inclusion in future code releases and patches
• Worked closely with customers to efficiently resolve issues
• Performed in-house and onsite support on Customer Management Systems run by clients

• Review of Microsoft products and software installations on client machines

In this period, I was assigned to the Programming office at the Health and Demographic Surveillance Systems Department (HDSS)

The tasks performed in this role are as highlighted below

• Provided technical ICT assistance to field staff
• Designed and Implemented applications on dot net framework
• Published and Deployed desktop applications