Francis Silwamba
Isoka
Summary
IT Infrastructure & Support Specialist with 10+ years of experience providing end-to-end IT support across enterprise environments. Expertise in troubleshooting, system maintenance, and network administration, with strong experience in service desk operations, incident management, and SLA-driven support. Proven ability to manage IT assets, maintain system performance, and deliver user-focused solutions. CCNA and HCIA certified professional with a track record of ensuring high system availability and efficient IT service delivery.
Overview
14
14
years of professional experience
4
4
Certifications
Work History
Computer Studies Teacher
Ministry Of Education
Isoka
10.2016 - Current
- Provided first-line IT support to staff and students, resolving hardware, software, and network issues.
- Installed, configured, and maintained desktop systems, printers, and network devices.
- Managed LAN infrastructure, ensuring high system uptime and connectivity.
- Maintained user accounts and system access controls.
- Monitored and maintained ICT equipment inventory and performed routine maintenance.
- Delivered structured user training and onboarding on IT systems, improving user adoption and reducing repeat support issues.
- Developed user guides, documentation, and “how-to” materials for common IT tasks.
- Translated technical concepts into simple, user-friendly instructions for non-technical users.
Technical Sales Representative
Cosmic Computers Limited
Lusaka
10.2012 - 09.2016
- Provided technical support and troubleshooting for client systems, including desktops, laptops, and peripherals.
- Installed and maintained network systems, CCTV, and server environments.
- Supported business systems including Pastel ERP, ensuring uptime and data integrity.
- Diagnosed and resolved hardware and software faults in line with customer requirements.
Education
Bachelor of Science - ICT With Education
Information And Communication University
Lusaka12.2024
Computer Systems Engineering Diploma - Ndola, Zambia
Northern Technical College (NORTEC)
Ndola, Zambia08.2010
Skills
- Service Desk Support & Ticketing Systems (incident logging, escalation, SLA management)
- IT Asset Management & Inventory Control
- Microsoft Windows Server Administration
- Active Directory & User Management
- Backup Systems & Data Protection
- Network Infrastructure Support (LAN/WAN)
- Hardware & Peripheral Support (PCs, printers, mobile devices)
- End-user training and onboarding
- Technical documentation and “how-to” guides
- User support and troubleshooting
- Web application development (PHP, JavaScript, MySQL)
- Mobile application development (Flutter)
- System analysis and solution design
Certification
Information Communication Association of Zambia (ICTAZ) Member
Personal Information
- Date of Birth: 12/03/87
- Gender: Male
- Nationality: Zambian
Languages
English - Excellent
Bemba - Excellent
References
- Mr. Juwani Lungu, Amargaurd Security Limited, Plot 730/731, Chachacha Road, Lusaka, Zambia, +260211256918, +260966180976
- Ms. Jennifer Simwinga, Branch Manager, Cosmic Computer Supplies LTD, P. O. Box 31477, Lusaka, Zambia, +260211-257094, +260-973-585401
- Ms. Doris Mulala, ICT Manager, G4S Secure Solutions Ltd, P.O. Box 32914, Lusaka, Zambia, +260 2112 44832, 0966569669
Skills
LAN/WAN design, configuration, and administration, Router and switch configuration (managed & unmanaged), Network troubleshooting and performance monitoring, Server installation, configuration, and maintenance (Windows Server environments), Hardware installation, diagnostics, and maintenance, Microsoft Office Suite, MySQL database management, Pastel Accounting Software, Java programming, Visual Basic, Web development, Mobile application development, End-user ICT training and support, ICT lab supervision and systems usage monitoring, Technical documentation and reporting
Accomplishments
Outstanding Academic Performance Award – Achieved a 94.6% pass rate through effective use of ICT tools, structured training, and performance monitoring
Affiliations
Small Christian Community (St Theresa Catholic Church) -Isoka
Secretary
Secretary
Timeline
Computer Studies Teacher
Ministry Of Education
10.2016 - Current
Technical Sales Representative
Cosmic Computers Limited
10.2012 - 09.2016
Bachelor of Science - ICT With Education
Information And Communication University
Computer Systems Engineering Diploma - Ndola, Zambia
Northern Technical College (NORTEC)