Baldwin Chiluwa
IT Specialist
Kasama
Summary
Dynamic ICT Officer with over 7 years of experience delivering efficient and professional end-user support in diverse corporate environments. Expertise in incident tracking, installation, configuration, and maintenance of ICT systems ensures seamless operations and high user satisfaction. Proficient in conducting comprehensive ICT training sessions that promote optimal use of desktop applications and hardware, with a strong focus on asset management and adherence to industry standards. Committed to enhancing system reliability and user efficiency while staying abreast of emerging ICT trends to recommend strategic improvements.
Overview
10
10
years of professional experience
1
1
Certificate
Work History
Provincial IT Technician
Right To Care Zambia
Kasama, Northern Province
04.2022 - Current
- Maintained office PCs, networks and mobile devices.
- Active Directory account management.
- Patiently walked individuals through basic troubleshooting tasks.
- LAN installation in support health facilities.
- SmartCare Plus Roll out.
- Disa server installation and configuration, Registry point set up.
- Refurbished PC systems and peripherals such as monitors, networking equipment, printers and more.
- Imaged and prepared new computers for integration into company networks and systems.
- Offered support to Smartcare application used by Monitoring and Evaluation team in all facilities in Northern province.
- Managed system-wide operating system and software deployments as well as related software upgrade problems.
- Established, repaired and optimized networks by installing wiring, cabling and devices.
- Monitored server room, wireless network and other server infrastructure, keeping systems running smoothly.
- Corrected connectivity faults to restore user access to local networks, cloud-based storage and public web.
- Set up PCs, projectors and microphones for use in video conferencing rooms.
- Served as backup for staff members, responding to system failure and maintenance emergencies.
- Completed routine and complex software installations, assisting users of various levels of computer sophistication in operation of new and existing software.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Recommended new and replacement hardware and software purchases.
- Set up and maintained user accounts and client access.
- Collaborated in Local Area Network set up for 5 health facilities and 1 hospital
- Executed technology implementation projects with minimal downtimes and business disruptions.
- Collaborated with team members to achieve target results.
- Worked well in team setting, providing support and guidance
- Skilled at working independently and collaboratively in a team environment
Technical Support Officer
Electoral Commission of Zambia
Mansa, Luapula Province
09.2020 - 12.2021
- Electoral Commission of Zambia Offer Technical support to voter registration/ electoral process in constituency, which resulted in successful operation of voter registration, successful nominations and successful elections in the constituency.
- Worked with PARClient software to ensure registration is efficient.
- Troubleshoot PARClient VMware Ensured online voter registration data was up to date.
- Troubleshoot software and hardware equipment in constituency, also trained voter verification device officers on how to use the verification device and troubleshoot faults this resulted in the successful use of voter verification devices.
- These included printer problems, Biometric scanners and Kitbays.
- Carry out maintenance of registration equipment.
- Configure registration equipment and user.
- Perform regular backups of voter data from Voter registration centers.
- Helped streamline repair processes and update procedures for support action consistency.
- Devised solutions to operations issues related to Result Transmission and Voter Registration system and PARClient software, working closely via phone, email, live chat and web teleconference.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Configured hardware, devices and software to set up work stations for employees.
- Patched software and installed new versions to eliminate security problems and protect data.
- Tracked KPIs and created continuous improvement plans
- Patched software and installed new versions to eliminate security problems and protect data
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution
- Configured hardware, devices and software to set up work stations for employees
Network Operations Engineer
Vodafone Zambia
Lusaka, Lusaka Province
04.2018 - 02.2020
- Optimized and audited network design across RAN, BBA, Transmission, Core, OM, and Service networks, contributing to the company’s best-in-class 4G network and Quality of Service.
- Analyzed network performance metrics and conducted regular health checks, ensuring high service quality and stability.
- Performed network forensics to detect intrusions and malicious spoofing, enhancing network security.
- Upgraded and replaced network hardware, leading to the successful implementation of VoLTE and the best-performing 4G Internet in Zambia.
- Coordinated with vendors for hardware procurement, managed capacity planning, and performed network performance reporting using RAN EMS and Core EMS systems.
- Planned and oversaw infrastructure upgrades, managed installation, testing, and integration of network operations equipment, and provided status updates to customers.
- Developed strategies, budgets, and recommendations to improve network infrastructure, contributing to increased network efficiency and stability.
Retail Service Executive
Vodafone Zambia
Lusaka, Lusaka Province
02.2017 - 04.2018
- Helped drive business and maximize sales through product knowledge, merchandise presentation and promotion, which resulted in making turnover profit of over 100%.
- Assisted in planning, implementation and follow up of store operational tasks and projects Adhered to processes regarding merchandise display and physical inventory.
- Did daily, weekly and monthly sales report using CRM system, Ivend and compiled them using excel and power point.
- Selling company products and ensuring customer satisfaction is at its highest level.
- Working with computer software namely “iVend” and “ZSmart” in delivering great service.
- Handling financial reports and reporting directly to Director of Retail of Vodafone Zambia.
- Handling confidential financial details of all clients.
- Meeting my monthly targets and KPI Key Performance Indicator).
- Conducted research, gathered information from multiple sources and presented results.
- Identified issues, analyzed information and provided solutions to problems.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Developed and maintained courteous and effective working relationships, which resulted in Vodafone been best customer oriented service provider.
- Worked with cooperate customers to understand needs and provide excellent service.
- Exceeded goals through effective task prioritization and great work ethic.
- Worked flexible hours; night, weekend, and holiday shifts.
End User Support Engineer (Intern)
MTN Zambia
Lusaka, Lusaka Province
08.2016 - 12.2016
- Installed and sustained: Computers, Mobile Phones, Tablets and other IT equipment used within the organization, Local IT infrastructure components (i.e.
- Switches and Routers).
- Ensured that the organization had appropriate IT and communications Infrastructure available for its requirement and it is compliant with company guidelines.
- Ensured that the business follows the IT security policies.
- Helped in troubleshooting/ fixing hardware equipment problems such as printers, scanners, computers Escalate issues to other support functions and keep end users informed on the progress of their problem Maximized service availability and reduced response time.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Eliminated downtime and maximized revenue by providing top project quality control.
- Maintained energy and enthusiasm in fast-paced environment.
- Identified issues, analyzed information and provided solutions to problems
- Used Microsoft Word and other software tools to create documents and other communications
Education
Master of Science - Cyber Security
Mulungushi University
Kabwe, Zambia05-2026
Bachelor Of Science - Information Technology
Copperbelt University
Kitwe09-2017
CCNA - CCNA Routing And Switching
University of Zambia
Lusaka12-2021
Certificate of Competence In Data Analysis (SPSS) (2021 - Data Analysis SPSS/Excel
Handsworth Institute of Health Sciences And Technology
Lusaka03-2021
Grade 12 Certificate -
Kitwe Boys High School
Kitwe2010
Certification
- CCNA, CISCO - October 2021-December 2021
- Data Analysis SPSS/Excel Certificate of Competence - February 2021- March 2021
Skills
- System Performance Assessments
- Network Security
- System Configuration
- System Maintenance
- Hardware installation
- Virtualization technologies
- Mobile device management
- Network administration
- Testing and Quality Assurance
- Process design
- Hardware Installation
- Performance Monitoring and Optimization
- Security Needs Assessment
- End-User Training
- System Administration
- Disaster Recovery Planning
- Application security
- Vulnerability Assessment
- Penetration Testing
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Quote
The way to get started is to quit talking and begin doing.
Walt Disney
Timeline
Provincial IT Technician
Right To Care Zambia
04.2022 - Current
Technical Support Officer
Electoral Commission of Zambia
09.2020 - 12.2021
Network Operations Engineer
Vodafone Zambia
04.2018 - 02.2020
Retail Service Executive
Vodafone Zambia
02.2017 - 04.2018
End User Support Engineer (Intern)
MTN Zambia
08.2016 - 12.2016
Bachelor Of Science - Information Technology
Copperbelt University
CCNA - CCNA Routing And Switching
University of Zambia
Certificate of Competence In Data Analysis (SPSS) (2021 - Data Analysis SPSS/Excel
Handsworth Institute of Health Sciences And Technology
Grade 12 Certificate -
Kitwe Boys High School
Master of Science - Cyber Security
Mulungushi University
Projects
CarePro EHR System Installation & Configuration - Northern Province
As part of the digital transformation in Zambia's healthcare sector, I played a key role in the installation and configuration of CarePro Electronic Health Record (EHR) systems across healthcare facilities in Northern Province. These systems aim to streamline patient care by enabling efficient and secure management of medical records and patient data.
Key Contributions:
• Network Installation: Led the installation of robust network infrastructure, ensuring reliable connectivity to support CarePro and SmartCare Plus systems across multiple healthcare facilities.
• System Configuration: Configured both CarePro and SmartCare Plus EHR systems to align with each facility’s specific needs, ensuring seamless integration and functionality for patient data management.
• Training and Support: Delivered comprehensive training sessions for healthcare providers, equipping them with the knowledge and skills needed to use the system effectively for recording medical histories, tracking treatments, and accessing patient data in real-time.
• Ongoing Troubleshooting & Optimization: Provided post-installation support, addressing technical issues and optimizing system performance to ensure the systems continued to meet the demands of the healthcare facilities.
This project significantly enhanced the efficiency of patient care, improved the accessibility of medical information, and contributed to better health outcomes in Northern Province by ensuring healthcare providers could access accurate patient information whenever needed.
eLabs Deployment (Digitised Laboratory Diagnositics)
eLABS is a digital solution transforming laboratory services in low-resource settings by improving efficiency, visibility, and accountability in diagnostic workflows. In regions where paper-based systems delay patient care, eLABS shortens turnaround times and reduces sample rejection rates through real-time tracking and instant result notifications. To support this transformation, eLABS has been successfully rolled out and configured across Northern, Luapula, and Muchinga Provinces, equipping health facilities with essential digital tools. Gadgets such as smartphones, tablets, and barcode scanners were configured and deployed to enable seamless sample tracking, data capture, and communication of test results.Core benefits:Efficiency: Real-time result notifications via mobile devices accelerate treatment.
Last-mile visibility: Health workers and labs track samples from collection to delivery.
Interoperability: Integrates with existing systems and IoT tools like temperature monitors.
Confidentiality: Patient data is stored securely in the cloud.
By enhancing digital connectivity and system responsiveness, eLABS is helping health facilities in these provinces deliver faster, better, and more reliable patient care.
Disa Laboratory Information System (LIS) Installation & Training - Northern Province
As part of the deployment of the Disa Laboratory Information System (LIS) across healthcare facilities in Northern Province, I led the installation and training efforts to ensure smooth system integration. The project aimed to enhance lab efficiency, improve turnaround times for test results, and ensure better tracking and management of patient data.
I was responsible for:
• Installing Disa LIS hardware and software at key health facilities, ensuring proper configuration and smooth operation.
• Training laboratory staff and healthcare workers on how to effectively use the system for sample tracking, result reporting, and data management.
• Providing ongoing support to troubleshoot any challenges and ensure sustained functionality of the system post-installation.
This project directly contributed to better laboratory performance in Northern Province, enhancing the accuracy of patient data and expediting treatment timelines.
References
Mr Lastings Sichangwa|Principle ICT Officer SMART Zambia, Northern Province| +260975496055
Mr Chisanga Kapinda| Risk Manager First Capital Bank| +26 0979937149
Mrs Sombo Kaela Kawilila| Town Clerk Luanshya District | +26 0977890041
Mr Fredrick Kaluluma| President/ Senior Pastor City of Lord | +260979851159