Jacob Chishala
IT Support | Cyber Security | Network Engineer
Roma,Lusaka
Summary
Dynamic and self-taught IT Support Engineer with a proven track record at Zoom Food LTD, excelling in disaster recovery planning and relationship building. Expertise in network security and customer technical support fosters a deep understanding of client needs, driving security measures and service standards to new heights. Detail-oriented, organized, and meticulous, consistently delivering results in fast-paced environments while meeting tight deadlines. An enthusiastic team player ready to contribute significantly to organizational success.
Overview
2
2
years of professional experience
3
3
Languages
Work History
IT Support Engineer
Zoom Food LTD
Lusaka, Lusaka Province
10.2018 - 02.2019
- Installed, configured, tested and maintained operating systems, application software, and system management tools.
- Managed high levels of call flow and responded to technical support needs.
- Created user accounts and assigned permissions.
- Assisted in development of system security protocols.
- Developed and implemented preventive maintenance procedures.
- Responded to customer inquiries and provided technical assistance over phone and in person.
Dispatch Supervisor
Zoom Food LTD
Lusaka, Lusaka Province
06.2018 - 09.2018
- Implemented schedule and policy changes and collaborated with management to formulate new policies, procedures, and goals.
- Evaluated and adjusted routes based on daily needs, available workers, traffic hazards, and weather conditions.
- Modernized communications systems to improve productivity, reliability and efficiency.
- Maintained updated and detailed records of calls in physical and electronic database.
- Directed dispatching, routing, and tracking of fleet vehicles.
- Managed multiple riders and dispatchers while leading and delegating job assignments, tracking project status, processing payroll and resolving issues to maximize productivity.
- Supervised team of 7 employees and provided training focused on maximizing overall performance.
- Maintained meticulous employee records to accurately track attendance and productivity.
Store Manager
Empire Resources LTD
Lusaka, Lusaka Province
04.2017 - 03.2018
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Supervised guests at front counter, answering questions regarding products.
- Promoted team collaboration, performance, and efficiency by fostering healthy environments focused on mutual success.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Managed inventory control, cash control, and store opening and closing procedures.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
Product Promoter
Infinix Zambia
Lusaka, Lusaka Province
03.2017 - 04.2017
- Identified interested and qualified customers to provide potential customers with additional information regarding product.
- Managed approximately 20 monthly product sales
- Identified potential marketing opportunities to increase brand awareness.
- Built professional network to establish and maintain relationships with community contacts, providers and others who may refer potential leads.
- Provided product samples, coupons and informational brochures to persuade people to buy products.
- Collaborated with media representatives to optimize coverage of special events.
Education
Bachelors of Information Technology - Cyber Security
Zambia University College Of Technology
Ndola12.2025
Skills
Network Security/Protocol Concepts, Vulnerability Assessment, Cryptography
Cisco IOS basics and Network Monitoring Tools: Wireshark, Nmap, Burp Suite
Disaster Recovery Planning and Incident Response
- System Administration and Configuration Management
- Programming Languages: Python, PHP, JavaScript (basic knowledge), Java (basic knowledge)
- Web Technologies: HTML5, CSS3, React framework
- Basic knowledge of MySQL and Postgre database systems
- Software Installation and Application Support
- Documentation and Reporting
- Data Recovery and Digital Forensics Tools
- Skilled Negotiator and Rapport Building
- Team Player and Training Experience
- Communication and Customer Technical Support
References
Sam, Mukuka, Faculty IT coordinator, +260961850020, ZUCT
Software
- Ms Office Suite, Microsoft 365, Gsuite
- Adobe Creative Suite, CorelDraw, Figma
- Kali Linux Suite (Nmap, Wireshark, Burp Suite, Hydra, John The Ripper, Metasploit, Wapiti, etc)
- Data recovery and digital forensics (volatility, autopsy, FTK, belkasoft, disk drill, recuva)
Timeline
IT Support Engineer
Zoom Food LTD
10.2018 - 02.2019
Dispatch Supervisor
Zoom Food LTD
06.2018 - 09.2018
Store Manager
Empire Resources LTD
04.2017 - 03.2018
Product Promoter
Infinix Zambia
03.2017 - 04.2017
Bachelors of Information Technology - Cyber Security
Zambia University College Of Technology
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