Henry Chishimba
Security Systems Professional
Kitwe,Copperbelt
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Information Communications and Security Systems practitioner, with knowledge and experience in IT & System support services with particular interest in coordinating, implementing, and managing systems and internal/external customer interface for sustained corporate efficiency and effectiveness. Several years of experience in Security / Surveillance Cameras / Access Control /CCTV & NVR; DVR maintenance.
Overview
16
16
years of professional experience
Work History
Technical Manager
Panorama Alarm Systems & Security
Kitwe
02.2018 - Current
- Carry out technical vulnerability assessments of Technical Security systems and processes, identifying potential vulnerabilities, to make recommendations to control any risks identified and to ensure they are implemented
- Installation of residential and commercial security system CCTV, video surveillance, servicing fire system, troubleshooting and installing new alarm Systems
- Respond rapidly and effectively to Technical security incidents, managing them in a professional manner
- Appropriate and sensitive handling of effected clients and efficient liaison with external and law enforcement agencies when required
- Work closely with the other Managers to assist and provide input to ensure that Company policies and procedures for Information Security are effective are adhered to
- To be proactive in making recommendations for updates to policies & procedures as required
- Provide high quality Information Security guidance documentation and training
- Lead by example and provide good security guidance and advice on best practice to service managers and staff at all levels of the Company and partner organisations
- Access control and alarm monitoring
- Intrusion detection burglar and fire alarm
- Security cameras (CCTV) and analytical video surveillance verification
- To provide high quality guidance and assistance to departmental staff in projects with challenging information security requirements
- Be the definitive point of contact for all members of Staff seeking advice on Systems security information
- Developed and implemented IT security policies and procedures to protect company data.
- Provided technical support for hardware, software and networking issues.
- Analyzed system requirements and developed technical specifications documents.
- Maintained network infrastructure including routers, switches, firewalls and wireless access points.
- Identified areas for improvement in existing systems and worked with developers to implement solutions.
- Trained staff on new technologies or processes related to IT operations.
- Collaborated with external vendors to procure hardware and software resources at competitive prices.
- Supervised implementation project designed to improve system productivity.
- Performed inventories on computers and computer repair equipment.
Regional Sales Executive
Vodafone Zambia
Kitwe
07.2016 - 01.2018
- Identifying new opportunities in the allocated segment to increase Sales and activations
- Played an integral part in the Vodafone Internet services trial on the Copperbelt prior to Launch
- Promoting and selling Vodafone Retail and Enterprise Product offerings to corporate clients
- In depth analysis and understanding of the allocated segment
- Optimization of sales and penetration into key corporate accounts
- Develop relationships with key clients; ask for their feedbacks and provide feedbacks to support team for purpose of enhancing the quality of service
- Ensuring all Client complaints are managed until complete resolution of problem
- Conduct customer needs analysis to ensure customer satisfaction and optimum revenue levels are achieved
- Providing liaison with the relevant departments of the firm to ensure consistent quality services to corporate clients
- Providing feedback to the supervisor regarding competitors’ total marketing and sales activities
- Reduce churn
- Developed and implemented regional sales strategies to increase market share.
- Analyzed customer feedback to identify areas of improvement in products and services.
- Created monthly reports outlining regional sales performance against targets.
- Participated in trade shows, conferences and other events to promote company products and services.
- Prepared quotations for customers based on their individual needs while maximizing profit margins.
- Attended regular meetings with senior management to report progress on assigned tasks.
- Implemented effective communication systems between sales teams in order to maximize efficiency.
- Met regional sales objectives by developing and implementing promotion strategies, coordinating sales team and servicing key accounts to fortify business relationships.
- Penetrated new markets by investigating competitor products, services and trends.
Enterprise Account Executive
MTN Zambia
12.2014 - 06.2016
- Identifying new channels in the segment to increase Solution sales and activations
- In depth Technical analysis and understanding of the allocated segment
- Optimization of Technical sales and penetration into key corporate accounts
- Conduct customer needs analysis to ensure customer satisfaction and optimum revenue levels are achieved
- Locate all prospective customer on the territory by effective planning
- Providing liaison with the relevant departments of the firm to ensure consistent quality Technical services to corporate clients
- Providing feedback to the supervisor regarding competitors’ total marketing and Technical sales activities
- Effective management of existing customers to ensure retention, identify up sell opportunities and reduce churn
- Interact regularly with clients to ensure that a high level on-going technical support post implementation of solutions and the resolution of billing and other issues that may arise within agreed SLA
- Escalates issues to ensure that products and services continues to meet client expectations
- To develop and maintain good business relationships with clients which enables
- MTN to quickly and amicably resolve client challenges, enhance goodwill and loyalty and increase the chances of additional business
- To monitor competitor products, services and activities in the Segment and makes recommendations for action to counteract the impact of such activities within
- MTNZ policy
- Provide information for the analyses of client account performance for purposes of optimising sales and penetration into existing Enterprise customers through appropriate life cycle management to grow revenues and value
- Apply MTN Enterprise policies and principles appropriately in all acquisition and retention activities
- Ensure that clients meet their payment obligations on a timely basis
- Ensure, in liaison with the Credit team that all accounts in the allocated segment are sitting within the allowable credit period.
Service Delivery Executive
MTN Zambia
Kitwe
09.2014 - 12.2014
- To provide inputs for the development of the Business plan for Segment as required
- Assessing product and service needs and prepares proposals for solutions within the value proposition for Enterprise clients
- Providing input in the process of developing relevant Technical solutions that answer to client needs
- Processing the service contract for new clients following MTNZ policy and established procedure
- Maintain client file by filing all relevant documentation
- Process provisioning through the Technical Sales Support, for products and services for new clients
- Collaborated with marketing team to create promotional campaigns aimed at improving customer experience.
- Developed and delivered customer service initiatives to ensure customer satisfaction.
- Assessed customer feedback and implemented strategies to improve services.
- Implemented process improvements designed to increase operational efficiency.
- Reviewed existing processes for providing technical support services and made recommendations for improvement.
- Identified needs of customers promptly and efficiently.
- Analyzed key performance indicators to identify effective strategies.
- Determined consumer needs to provide products and services appealing to larger market.
Service Delivery Manager/Solutions Architect
Africonnect Zambia
04.2013 - 09.2014
- Copperbelt Region
- To contribute and collaborate with other departments to enable Sales/Project team and company to meet their core objectives
- Develop relationships with clients; ask for their feedbacks and provide feedbacks to support team for purpose of enhancing the quality of service
- Pro-actively handling escalated Issues for our Key Corporate and Enterprise clients
- Put together Technical solutions for medium to large Enterprises in the Region
- Manage roll out of projects from development to deployment
- Manage customer relationship and expectations during trial, POC and implementation phases
- Maintain revenue and up-sale where opportunity is presented
- Work with Technical support team and Engineers to ensure timely resolution for escalated technical cases
- To Liaise, place orders, project manage delivery and access quality on 3rd party installations
- Schedule meetings with high end clients to discuss service delivery experience and additional solutions requirements
- Managed communications between internal teams and external customers regarding product updates or changes in services offered.
- Created reports on service delivery metrics, such as response time, resolution rate.
- Maintained records of customer interactions and complaints for future reference.
- Developed operational policies and procedures related to service delivery management.
- Assisted in developing budget plans for various projects related to service delivery management.
- Monitored all aspects of contracts with third party organizations to ensure that required services were delivered.
Customer Relations Technician
Africonnect Zambia
Lusaka
10.2010 - 03.2013
- Greeted customers upon arrival and provided them with product information.
- Assisted customers in selecting the most suitable products to meet their needs.
- Conducted follow-up surveys with customers to ensure satisfaction with purchase experience.
- Generated reports on customer feedback data to inform product development decisions.
- Analyzed competitor pricing strategies to stay competitive in the marketplace.
- Compiled weekly and monthly performance metrics related to customer relations activities.
- Maintained high satisfaction rating with customers by providing exceptional service and support.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Answered inbound calls, chats and emails to facilitate customer service.
- Maximized customer satisfaction by handling customer email and telephone interactions.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
Internship Student
Bank of Zambia
Ndola
03.2010 - 05.2010
- Internship under Information & Communications Technology – Ndola
- Managed customer inquiries via email, phone calls, and live chat services.
- Worked well in team environment as well as independently.
- Learned tenets of professional office behavior and thoughtful collaboration.
- Running UTP Cables from the switch to the users
- Putting the trucking for the UTP cables
- Testing the Cables using the LAN/FLUKE tester
- Providing technical support for hardware and software issues in the office
- Configuration of Cisco routers and firewalls at the regional office
- Installing antivirus on users Computers(pc)
- Installation of windows server 2003 Enterprise edition
- Terminating the UTP cables on the patch panel
- Terminating data points for the users
- Install, repair, maintain, and upgrade desktop and laptop computers as well as printers
Internship Student
Zamtel Ndola
Ndola, Zambia
03.2008 - 04.2008
- Maintained records of all activities related to various projects.
- Created status reports on operational activities.
- Fault Location on the analogue Core network infrastructure
- Involved in overhead and underground Cable Faults
- Mounting of Distribution Points (DPs)
- Jointing of 10,20,100 pair Cables
- DC Power Equipment Maintenance (Rectifiers, Batteries)
- Telephone Line network survey and Installation
- Installations of PBAX equipment at customer sites
- Academic and Professional Qualifications
Education
Diploma - Telecommunications Engineering
Copperbelt University
Kitwe, Zambia12.2009
Skills
- Customer Service Skills
- Communication with a Customer (Rapport, Phone and E-mail messages)
- Listening and Questioning Skills
- Responding (working towards solutions)
- Resolving Issues (Customer appreciation)
- Technical and Professional competencies and skills
- Excellent communication skills – verbal and written
- Negotiation and bargaining skills
- Team player but also able to exercise independent judgment
- Multi skilled and flexible
- Valid driving license
- IT Systems Support
- IT Department Leadership
- Network Configuration
- Client Relationship Building
- Issue Resolution/Troubleshooting
- Systems Analysis
- Customer Proposals
- Operating System Installation
- Helpdesk Support
- Cybersecurity
- Change Management
- Systems Analysis
- Customer Proposals
- Operating System Installation
- Helpdesk Support
- Cybersecurity
- Change Management
- Systems Analysis
- Customer Proposals
- Operating System Installation
- Helpdesk Support
- Customer Service Skills
- Change Management
- CCTV Monitoring
- Threat Management
- IT Security
- Access Control
- Emergency Response
- Systems Analysis
- Customer Proposals
- Operating System Installation
- Helpdesk Support
- Cybersecurity
- Change Management
References
Rebecca Chirwa
Sales & Marketing Panorama Alarm Systems and Security Services
P.O Box 20977
Kitwe
Mobile: +260 966220050
Email: rebecca.mwila@panoramazambia.com
Mark Townsend
CEO Liquid Telecom Zambia
Elunda 2
Addis Ababa, Roundabout Rhodes Park
Lusaka Lusaka, Zambia
Mobile: +260966220275
Email: Mark.townsend@liquidtelecom.com
Stewart John Scott
Director
Panorama Alarm Systems and Security Services
P.O Box 20977 Kitwe
Mobile: +260 966869009
Email: stewart@panoramazambia.com
Rodasi Goma Chikamba
Manager – Quality and Governance
Airtel Zambia
Stand 2375 C/O Great East Road and Addis Ababa Drive,
Lusaka
Mobile: +260978980200
Email: Rodasi.chikamba@zm.airtel.com
Interests
Travelling, meeting new people and cultures, listening to music.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Technical Manager
Panorama Alarm Systems & Security
02.2018 - Current
Regional Sales Executive
Vodafone Zambia
07.2016 - 01.2018
Enterprise Account Executive
MTN Zambia
12.2014 - 06.2016
Service Delivery Executive
MTN Zambia
09.2014 - 12.2014
Service Delivery Manager/Solutions Architect
Africonnect Zambia
04.2013 - 09.2014
Customer Relations Technician
Africonnect Zambia
10.2010 - 03.2013
Internship Student
Bank of Zambia
03.2010 - 05.2010
Internship Student
Zamtel Ndola
03.2008 - 04.2008
Diploma - Telecommunications Engineering
Copperbelt University
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