Dikko Mulefu
ICT Engineer, Proj. Magmt., CRM ERP Specialist
Lusaka,Republic of Zambia
Summary
Ability to quickly synthesize and analyze information, strong planning, administration, and collaboration skills. Ability to organise and manage substantial workloads comprised of complex and diverse tasks.
Overview
24
24
years of professional experience
Work History
Senior Engineer - Enterprise Applications_Payroll & Human Capital Systems
ZESCO LIMITED
05.2025 - Current
- In my current role, I manage system configurations, user access, and security controls while providing technical support to business stakeholders.
- I continuously monitor and analyze the performance of enterprise applications to identify and implement improvements that enhance efficiency and reliability.
- I also conduct user acceptance testing (UAT) for system upgrades and patches, validate permissions through user access reviews (UARs), and ensure that system functionality aligns with business requirements.
- Additionally, I oversee end-to-end payroll operations-resolving exceptions with Human Capital and Finance teams, implementing configuration changes, and generating accurate, sanitized reports to support decision-making.
- Public Energy Utility Corporation
- Skills/Competencies: SQL | Data analysis | Business analysis | Project management
Engineer - Business Applications Support
ZESCO LIMITED
06.2022 - 05.2025
- In my role, I was responsible for maintaining business applications, which included configuring, troubleshooting, testing, updating, and patching to ensure optimal performance.
- I provided technical support to end-users experiencing issues and conducted training sessions to help them effectively use application technologies.
- Additionally, I created and maintained scripts and database code, ensuring integration with source code and efficient debugging processes.
- I also generated SQL reports for departmental clients to facilitate enterprise resource planning.
- Public Energy Utility Corporation
- Skills/Competencies: SQL | Data analysis | Business analysis | Enterprise resource planning
Engineer - Infrastructure & Support Services
ZESCO LIMITED
07.2020 - 06.2022
- I provided Windows administration support across multiple OS variants and virtualization technologies, ensuring the smooth operation of Business Information Systems (BIS) and maintaining cyber security standards.
- I analyzed functional end-user software and hardware problems, determining technical requirements for expedited solutions.
- My responsibilities included configuring IaaS, SaaS, and PaaS applications such as Office 365, OneDrive, and Cisco WebEx, along with training new users.
- I utilized network management tools like Nagios Core to monitor, evaluate, and report the health statistics of WAN/LAN.
- Additionally, I designed, configured, installed, and maintained WAN/LAN systems, performing preventive and routine maintenance of ICT equipment.
- Public Energy Utility Corporation
- Skills/Competencies: Project management | Computer networks | IT helpdesk support
Ag/Customer Services Centre Manager
ZESCO LIMITED
01.2020 - 07.2020
- I oversaw daily customer service operations, ensuring timely resolution of billing, connection, and outage issues.
- I led CSC staff, enforced service standards, and coordinated with technical teams.
- I analyzed feedback, improved processes, and drove customer satisfaction while upholding compliance and supporting the Corporation's service delivery goals.
- Public Energy Utility Corporation
- Skills/Competencies: Stakeholder engagement and support | excellent writing and oral communication, planning, and collaboration | Sales and marketing
Customer Services Officer
ZESCO LIMITED
06.2011 - 01.2020
- I provided proactive customer outreach and sensitization, maintaining customer accounts and performing cyclic analysis based on customer profiles.
- I resolved customer complaints, queries, and inquiries, and expedited requests for new installations.
- Utilizing all available information, I consistently aimed to achieve excellent end-to-end Quality of Service (QoS).
- Public Energy Utility Corporation
- Skills/Competencies: Stakeholder engagement and support | excellent writing and oral communication, planning, and collaboration | Sales and marketing
Customer Service Accounts Assistant, Meter Reader
ZESCO LIMITED
01.2002 - 12.2003
- I was responsible for delivering monthly energy bills to clients and maintaining meter cards, including activating or deactivating meters as needed.
- My role involved inspecting, collecting, and documenting readings from electric energy meters, as well as checking equipment for damage, faults, unauthorized access, or third-party connections.
- Public Energy Utility Corporation
- Skills/Competencies: Business decision making | Account management | Occupational safety
Education
Master of Business Administration - Project Management
University of Zambia
01.2022
Bachelor of Science - Information and Communication Technology
Staffordshire University
01.2019
Higher (Advanced) Diploma - Management of Information Systems
British Computing Society (BCS)
01.2006
Diploma - Management of Information Systems
Institute For The Management of Information Systems (IMIS)
01.2005
High School Diploma -
Ellensmere High School
01.2000
Skills
- SQL
- Data analysis
- Business analysis
- Project management
Personal Information
Nationality: Zambian
Religion: Christian
Hobbies and Interests
Health & Fitness i.e., weight training, running
Reading i.e., Spiritual, Science, Technology and Business
Community Outreach i.e., volunteering and community of faith pursuits
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English
Advanced (C1)
Affiliations
- Information & Communication Technology Association of Zambia (ICTAZ)
Timeline
Senior Engineer - Enterprise Applications_Payroll & Human Capital Systems
ZESCO LIMITED
05.2025 - Current
Engineer - Business Applications Support
ZESCO LIMITED
06.2022 - 05.2025
Engineer - Infrastructure & Support Services
ZESCO LIMITED
07.2020 - 06.2022
Ag/Customer Services Centre Manager
ZESCO LIMITED
01.2020 - 07.2020
Customer Services Officer
ZESCO LIMITED
06.2011 - 01.2020
Customer Service Accounts Assistant, Meter Reader
ZESCO LIMITED
01.2002 - 12.2003
Master of Business Administration - Project Management
University of Zambia
Bachelor of Science - Information and Communication Technology
Staffordshire University
Higher (Advanced) Diploma - Management of Information Systems
British Computing Society (BCS)
Diploma - Management of Information Systems
Institute For The Management of Information Systems (IMIS)
High School Diploma -
Ellensmere High School