Vmware EXSI
GODFREY MUTALE
Summary
Results-oriented and adaptable professional with a diverse background in the tech industry. Adept at leveraging strong analytical and problem-solving skills to tackle challenges and drive process improvements. Proven ability to thrive in fast paced environments while maintaining a meticulous attention to detail. Excellent communication and interpersonal skills, enabling effective collaboration with teams and clients. Known for my ability to quickly grasp new concepts and technologies. Eager to contribute my expertise, passion, and dedication to a dynamic team, fostering innovation and achieving success. I'm actively seeking visa sponsorship roles in any industry.
Overview
2025
2025
years of professional experience
5
5
years of post-secondary education
3
3
Certifications
Work History
Service Desk Support Analyst
Pulse Financial Services T/A Entrepreneur s Financial Center (EFC)
Lusaka, Lusaka
6 2023 - Current
- Increased efficiency of problem-solving by implementing automated diagnostics tools for common issues.
- Improved customer satisfaction by promptly addressing and resolving support issues.
- Implemented process improvements that resulted in reduced ticket resolution times and increased first-call resolution rates.
- Developed comprehensive documentation to facilitate knowledge sharing among team members.
- Monitored helpdesk and responded to incoming tickets to address support needs.
- Developed strong relationships with vendors, resulting in better collaboration during troubleshooting efforts.
- Utilized ticketing system to track customer requests and prioritize urgent needs.
- Generated reports to track performance and analyze trends.
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
Trainee Relationship Manager
Pulse Financial Services T/A Entrepreneur s Financial Centre (EFC)
01.2023 - 06.2023
- Consistently met monthly sales targets by driving business growth through strong client relationships and effective sales strategies.
- Built and maintained long-term relationships with clients, ensuring their financial needs were addressed through tailored Pulse's products and services.
- Identified opportunities for cross-selling and upselling, increasing Pulse's portfolio growth, and enhancing overall revenue.
- Provided excellent customer service by understanding client goals, resolving issues promptly, and offering personalized financial solutions.
Intern Engineer
Zambia Electricity Supply Corporation (ZESCO)
10.2021 - 01.2022
- Provided critical support for a multitude of telecommunications and IT tasks, significantly enhancing the efficiency of daily operations within the department
- Collaborated closely with senior engineers and management, benefiting from their mentorship while also contributing to team efforts in problem-solving and project delivery
- Actively participated in valuable site visits, acquiring hands-on experience and practical knowledge in telecommunications and IT fields
Sales Promoter
Samsung Electronics Zambia
06.2016 - 07.2017
- Strategically organized and maintained merchandise displays, resulting in an enhanced visual appeal and improved customer experience
- Provided exceptional customer service, consistently recognized for expertise in product knowledge and ability to resolve customer queries effectively
- Achieved and often surpassed monthly sales targets, contributing significantly to the store's overall performance and profitability
- Promoted Samsung handheld products, effectively driving sales and brand awareness through engaging demonstrations and persuasive selling techniques
- Leveraged in-depth knowledge of Samsung's product range to educate customers and boost product sales, contributing to an average monthly sales increase of 20%
Education
Bachelor of Engineering - Telecommunications/Electronics Engineering with Honors
The Copperbelt University
Kitwe, Zambia 08.2017 - 08.2022
Skills
Support ticketing systems
Application support
SQL and Data Analysis
Network Troubleshooting
Incident Management
System standards documentation
ITIL Processes
System Administration
Training and coaching
Driving Sales
Excellent written and spoken communication
Problem solving
Team player
Adaptability
SQL
SQL Databases
Data Analysis
Data Visualization and Presentations
Certification
Cisco Certified Network Associate (CCNA), 09/01/23, 06/01/24
Accomplishments
In my current role, I have successfully brought order to IT by enhancing ticket resolution times through efficient troubleshooting and prioritization. I strengthened vendor relationships, ensuring faster and more reliable service, and improved system performance, which in turn increased user satisfaction. I implemented robust documentation processes that streamlined IT workflows, allowing for quicker issue resolution. Additionally, I utilized tools such as SQL, Python, Tableau, and Power BI to generate insightful management reports, enabling data-driven decision-making and improving overall IT service delivery. My focus on exceptional customer service has resulted in higher user satisfaction by ensuring clear communication and timely solutions.
Software
VEEAM Backup and Replication
Microsoft 365
ESET
Checkpoint
Microsoft Power BI
SQL
Python
Tableau
Timeline
Trainee Relationship Manager
Pulse Financial Services T/A Entrepreneur s Financial Centre (EFC)
01.2023 - 06.2023
Intern Engineer
Zambia Electricity Supply Corporation (ZESCO)
10.2021 - 01.2022
Bachelor of Engineering - Telecommunications/Electronics Engineering with Honors
The Copperbelt University
08.2017 - 08.2022
Sales Promoter
Samsung Electronics Zambia
06.2016 - 07.2017
Service Desk Support Analyst
Pulse Financial Services T/A Entrepreneur s Financial Center (EFC)
6 2023 - Current