Innocent Kwaya

Communications Officer

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

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)

Personal Website:

Technical Skills
-  PHP
- Javascript
- Python
- Android and iOS

Additional Experience
- Supported 9+ OpCOs under: MTN, Orange, Airtel, Etisalat, Omantel 'et al        as L2 Technical Support Engineer at Comviva
- Basketball Player
- Founder and Volunteer at shareSOS®
- Presenter (Sports and Arts) at Doosjhi®


- BongoHive (Member) 2010-Date 
- Oosjhi® (Founder) 2022
- Doosjhi® (Founder) 2023
- shareSOS® (Founder) 2024

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. 

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 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.