Hi, I’m
John Mwanza
ICT
Lusaka
Design is not just what it looks like and feels like. Design is how it works.
Steve Jobs
Summary
Analytical Technical Manager adept at recruiting, leading and developing highly effective technical teams. Meticulous and driven with a passion for innovation and process improvement demonstrated over 22 years in technical roles. Strategic Technical Manager possessing 12 years of IT team management and user support. Aiming to leverage advanced knowledge of process improvement development and implementation to add value to the organisation's team.
Overview
22
years of professional experience
1
BBA Corporate Security & Risk Management
1
Diploma in Hardware and Networking
18
Various ICT Specialized Certificates
Work History
Techserve Technology Services Ltd
Technical Manager
11.2019 - Current
Job overview
- Worked closely with customers to evaluate various types of risks such as impact, reputation and regulatory.
- Managed implementation of new technological improvements resulting in increased efficiency.
- Developed suggestions for technical process improvements to optimize resources.
- Guided, coached and lead project teams, delegating tasks and evaluating performance and progression of project pace.
- Met with clients to gather and understand requirements and coordinated with system administrators and directors to plan and schedule project activities.
- Improved systems with addition of new features and infrastructure.
- Recommended technology upgrades to improve client security.
- Developed diagrams to describe and lay out logical operational steps.
- Communicated project plans and progress to key stakeholders and project contributors.
- Accomplished client goals by providing quality technical projects.
- Outlined work plans, determined resources, wrote timelines, and generated initial budgets as part of project scope determination.
- Led cross-functional teams to successfully complete IT projects.
- Generated reports for IT project progress and performance.
- Trained personnel on use of IT tools and applications.
SupperDoll Group
ICT Supervisor
04.2019 - 11.2019
Job overview
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Monitored workflow to improve employee time management and increase productivity.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Determined hardware and network system issues using proactive troubleshooting techniques.
- Responded to faults in networks to rapidly restore connectivity and prevent unnecessary downtimes.
- Managed backup and recovery of data assets to safeguard system availability.
- Installed, configured and maintained computer systems and network connections.
Amiran Zambia Limited (Balton CP Group)
Head of Technical Support
10.2011 - 03.2019
Job overview
- Increased customer satisfaction ratings to over 90%.
- Developed and implemented training initiatives for new hires.
- Managed customer contact center with support 15 representatives.
- Worked closely with management teams to plan, develop and execute technical strategies aligned to client's vision.
- Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
- Communicated regularly with customers concerning data exchange and technology integration.
- Analyzed network security and current infrastructure to assess areas in need of improvement and develop solutions.
- Self-motivated, with a strong sense of personal responsibility.
- Identified issues, analyzed information and provided solutions to problems.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Managed time efficiently in order to complete all tasks within deadlines.
- Worked well in a team setting, providing support and guidance.
- Worked flexible hours across night, weekend and holiday shifts.
Electoral Commission Of Zambia
IT Technical Support Officer
04.2010 - 12.2011
Job overview
- Coached Data entry officers through day-to-day work and complex problems.
- Set priorities and problem-solved workflow issues to maintain rapport with stakeholders and managers.
- Created, prepared, and delivered reports to various departments.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Worked well in a team setting, providing support and guidance.
- Proved successful working within tight deadlines and a fast-paced environment.
- Strengthened communication skills through regular interactions with others.
- Worked flexible hours across night, weekend and holiday shifts.
- Paid attention to detail while completing assignments.
Zambia Telecommunications Company
Telecommunications Technician
07.2001 - 12.2010
Job overview
- Collaborated with other technicians to troubleshoot and resolve technical issues.
- Installed and repaired network cabling, hardware and software to maximize operational efficiency.
- Performed preventive maintenance of telecommunications equipment.
- Installed wiring, cabling and networking hardware on customer premises.
- Monitored and performed maintenance on telecommunications systems to facilitate optimal performance.
- Managed and prioritized customer service requests to achieve prompt resolution.
- Conducted regular inspections of telecommunications systems to identify and repair any potential issues.
- Responded to service requests during and after business hours.
Education
Various Training CentersAcross The Globe
Variety of Certificates from Various IT And Related
01.2033
Africa Research UniversityLusaka, Zambia
BBA from Security And Risk Management
05.2022
New Horizon Computer Learning CenterLusaka, Zambia
Dip. from Hardware And Network Engineering
10.2008
Skills
- Performance Metric Design
- Logistical Engineering
- Routing Management Planning
- IT Systems Support
- Technical Innovation Expertise
- IT Staff Leadership
- Team Collaboration
- Business Performance Reporting
- Project Management Expertise
- Technical Process Improvement
- Helpdesk Administration
- Network Configuration
- Enterprise Software Implementation
- Project Planning
- Technical Guidance
- Strategic Planning
- End-User Support
- Systems Thinking
Accomplishments
- Supervised team of 40 staff members.
- Achieved excellent results by completing tasks with accuracy and efficiency.
- Collaborated with a team of over 40 personnel in the development of various projects.
Certification
- Certified IT Specilist
Languages
English
Native language
English
Advanced
C1
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Technical Manager
Techserve Technology Services Ltd
11.2019 - Current
ICT Supervisor
SupperDoll Group
04.2019 - 11.2019
Head of Technical Support
Amiran Zambia Limited (Balton CP Group)
10.2011 - 03.2019
IT Technical Support Officer
Electoral Commission Of Zambia
04.2010 - 12.2011
Telecommunications Technician
Zambia Telecommunications Company
07.2001 - 12.2010
Various Training Centers
Variety of Certificates from Various IT And Related
Africa Research University
BBA from Security And Risk Management
New Horizon Computer Learning Center
Dip. from Hardware And Network Engineering
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