Experience:
Work experience
IT Support Specialist | Zuetech Technology Solutions | 01/01/2021 - Current | Harare, Zimbabwe
Advanced Troubleshooting & Escalation: Functioned as a Tier 2/3 resource, achieving a 95% first-contact resolution
rate through advanced technical analysis and performing Root Cause Analysis (RCA) for systemic issues.
Log Analysis & Development Liaison: Conducted deep-dive technical analysis, including researching system logs
and application error reports, to accurately diagnose failures and create detailed, prioritised tickets for the
development team.
Infrastructure Support: Assisted in Windows Server maintenance and patching and managed network configurations,
ensuring uptime and integrity across all connected systems.
Operational Improvement: Collaborated with cross-functional teams to implement new IT solutions, improving overall
operational efficiency by 30% within two years.
Security & User Management: Managed and provisioned user accounts via Active Directory and Microsoft 365,
strictly enforcing the Principle of Least Privilege to maintain security posture.
Mentorship & Documentation: Developed user documentation and led training for junior staff, which increased team
troubleshooting capabilities by 40%.
Desktop Support Specialist | Raising Dawn Investments | 01/01/2019 - 31/12/2020 | Harare, Zimbabwe
System Access Control: Managed and maintained user accounts, ensuring high security and adherence to the
Principle of Least Privilege, resulting in a 98% user satisfaction rate with access issues.
Service Delivery Optimisation: Implemented and streamlined a dedicated ticketing system (ITSM), which improved
technical support response times by 50%.
Hardware Lifecycle Management: Performed diagnostics and repairs on critical hardware (servers and workstations),
significantly minimising user downtime and extending asset lifecycles by 25%.
ICT technician | Compusys Technology | 01/01/2016 - 31/12/2018 | Harare, Zimbabwe
Diagnosed and resolved technical issues for clients, consistently achieving a 90% customer satisfaction score.
Assisted in the deployment of new hardware and software systems (Windows 10/11), leading to a 20% increase in
client productivity.
Developed a comprehensive FAQ and troubleshooting guide, effectively reducing repetitive inquiries by 40%.
Conducted training sessions that enhanced clients' technical skills by 35%, resulting in fewer ongoing support
requests.
ICT help desk agent | shermanit | 01/03/2014 - 31/12/2015 | Johannesburg, South Africa
Managed and resolved a high volume of helpdesk tickets using professional ticketing systems, prioritizing and
escalating issues for prompt resolution.
Provided first-line and escalated technical support, resolving basic network connectivity issues and participating
Education:
BSc in Computer Science | 01/01/2021 - Current
Google IT Support Certificate | Coursera | Harare, Zimbabwe
Google Cybersecurity Certificate | Coursera
IBM AI Fundamentals | IBM SkillsBuild
Diploma in Information Technology | Macmaine School of Computing
National Diploma in Information Communication Technology | Harare Polytechnic
Certificate in Cisco Junior Cybersecurity Analyst Career Path | Cisco Network Academy
Certificate in Cisco Introduction to Cybersecurity | Cisco Network Academy
Skills:
solve ICT system problems | identify customer's needs | maintenance operations | Technical troubleshooting |
System administration | Operating system installation | Excellent customer support | cyber security | User training &
support | Windows and Linux file systems navigation | TCP/IP communications | cloud technologies | Cloud
computing | Command–line interfaces | Microsoft Office | keep up to date on product knowledge | Google Drive | support ICT system use
