Innocent Kwaya

Communications Officer

Address: 1731/5 Mwambeshi Road, Northmead, Lusaka, ZM
Phone: +260 977/966/955 469 391 
Email:  /    

A professional with 7+ years of progressive experience in Information Technology, Telecommunications, Digital Marketing and
Fintech. Effective communicator with excellent relationship building and interpersonal skills. Strong analytical, problem solving and
organizational abilities.

Professional Qualifications
➢ BSc in Computer Systems and Networking (2023)
➢ Diploma in Computer Studies (2010)
➢ Advanced Certificate in Computer Studies (2009)
➢ Certificate in Computer Studies (2008)

Professional Certifications
➢ Advanced Google Analytics (2021)
➢ Advanced Google Ads (2021)
➢ Social Media Marketing: Strategy and Optimization (2021)
➢ Marketing Analytics: Setting and Measuring KPIs (2020)

Academic Qualifications
➢ Grade 12, GCSE (2003-2006)
➢ Grade 9 School Certificate (2001-2002)

➢ Analytics, content management and digital marketing.
➢ Website design and development i.e.,,,
➢ Social media campaign creation and management.
➢ Search Engine Marketing (SEM) and Search Engine Optimization (SEO).
➢ Programming (PHP, JavaScript, HTML, XML, CSS, iOS and Android).
➢ FTP, SSH, RSH, cPanel management and server management.
➢ Linux, iOS, Android and Windows Operating System(s).
➢ Database management and development.
➢ Can troubleshoot, install and repair computers/software.
➢ APIs (REST, SOAP and XMLRPC) and HTTP get/post.
➢ Sound knowledge of messaging, roaming, USSD, SMSC, Roamware, MCA, VMS, SUFW, MSDP/ECP, OBD, IVR, CRBT,
     MySQL, TCP/IP, HTTP, HTTPS, SMPP, SMTP, Linux, Unix, VMware, SS7, Signaling…
➢ Software as a Service (SaaS), Infrastructure as a Service (IaaS) and Platform as a Service (PaaS).
➢ Excellent writing and communication skills.
➢ Sound work ethics, planning and organizational capabilities.
➢ Provision of resolutions to customer queries.
➢ Self-starter, fast learner, reliable and good team player.
➢ Good and strong analytical skills.
➢ Technical sales and support

Linguistics Proficiency
English, Bemba, Nyanja and French.

Basketball, Soccer, Gymnastics, Swimming, Music, Technology, Movies, Traveling… 

Work Experience
From February 2023 to Date

Working for Oosjhi® as Communications Officer
Job Responsibility:
• Serve as a SPoC (Single Point of Communication) for projects.
• Coordinate and supervise third part communication services.
• Develop, maintain and promote brand(s) identity.
• Content creation, dissemination and metrics assessment.
• Schedule and manage campaigns.
• Brand(s) story development.
• Social media marketing and management.
• Newsletter designing, development and dissemination.
• Develop and manage clientele websites and mobile applications (iOS, Android, USSD and SMS).

From December 2021 to January 2023
Worked for Mahindra Comviva (OpCo: MTN, Orange, Airtel, Etisalat, Omantel et al) as L2 Technical Support Engineer
Job Responsibility:
• Applications/system support and troubleshooting (CRBT, OBD, IVR, USSD and SMSC).
• Digital Services Delivery Platform (DSDP) and Subscription Manager.
• Amazon Web Services (AWS).
• Incidents, change requests and service requests resolution within the SLA.
• System Integration Tests (SITs) and commercial User Acceptance Tests (UATs) prior to service launch.
• User Experience (UX) and User Interface (UI) testing.

From March 2018 to November 2021
Worked for Mahindra Comviva (OpCo: Airtel) as Value-Added Services Engineer
Job Responsibility:
• Applications/system troubleshooting.
• Support Engineer for VAS (messaging, roaming, MCA, VMS, MSDP/ECP, SUFW and USSD) services.
• MySQL, TCP/IP, HTTP, HTTPS, SMPP, Linux, VMware, SS7, Signaling…
• Ensure all nodes (servers) and links are accessible, running/reachable to and from other nodes.
• Ensure all connections (SMPP/HTTP) between SMSC, USSD GW and ESMEs are stable.
• Monitoring, statistical reporting both routine or as per request, system performance analysis daily, weekly and monthly.
• Support VAS project(s) management, service rollout and performance improvement.
• Software as a Service (SaaS), Infrastructure as a Service (IaaS) and Platform as a Service (PaaS).
• 24x7 availability for system and user support.
• Ensure response/resolution for all incidents, change requests and service requests is within the SLA.
• Perform products/services SITs prior to commercial UATs and launch.

From March 2012 to February 2018
Worked for Airtel as Account Manager
Job Responsibility:
• Compilation and management of quarterly initiatives for infotainment products and services.
• Responsible for the management of the third-party content providers and business partners.
• Liaise with cross-functional teams to ensure timely and successful delivery of solutions.
• SPoC (Single Point of Contact).
• Monitoring and management of all USSD, IVR, SMS, WAP and Web applications.
• Server management.
• Managing the full product life cycle process of all products and promotions.
• Implementation of new products and services until launch.
• Conduct products/services internal UATs prior to commercial UATs and launch.
• User Experience (UX) and User Interface (UI) testing.
• Product(s) mechanics formulation.
• Issuing of Management Information System (MIS) reports.
• Customer base analyzing and value management.

Musonda Mbalazi
VAS Technical Manager
Airtel (Zambia)

Mahipal Sehrawat
Technical Manager – Value-Added Services
Mahindra Comviva (India)

Lottie Masi
Senior Manager IT Governance
MTN (Zambia)

Kalombo Chilongoshi
IT Manager - Billing and Customer Care
MTN (Zambia)

John Ofori
Senior IT Manager - VAS, Products, Projects and Innovations
Airtel (Ghana)

Timothy Moono
Public Relations Manager
Anti-Corruption Commission (Zambia)

Howard Mupeta
OpCo Technical Lead – IN Managed Services
Ericsson (Zambia)
+260 XXX XXX XXX (download CV to see referees respective mobile numbers)