KASAIJA BAGENDA
Lusaka
Summary
Amiable IT Support Specialist ready to work with technical and non-technical personnel to rapidly discern root causes and correct disruptive issues. Consistent provider of friendly internal worker and external customer interactions. Combined deep technical knowledge with amicable demeanor to support both exceptional resolution and satisfaction metrics.
Overview
8
8
years of professional experience
Work History
IT Support Specialist
Indo Zambia Bank
Lusaka
12.2022 - Current
- Responded promptly to service requests from staff members.
- Diagnosed system malfunctions and provided troubleshooting assistance.
- Evaluated existing applications for compatibility with new technologies.
- Reviewed logs of system events for potential issues or threats.
- Resolved network connectivity issues with routers and switches.
- Ensured compliance with established policies regarding information security.
- Maintained an inventory of all IT equipment in the organization.
- Configured workstations, networks, servers and printers for end users.
- Implemented security measures to protect data from unauthorized access.
- Assisted colleagues with complex IT problems or inquiries.
- Provided technical support to clients via phone, email, and remote access.
- Deployed new versions of operating systems across multiple platforms.
- Implemented security measures to protect sensitive information from unauthorized access.
- Provided technical support to users via telephone or remote access.
- Developed scripts for automating administrative tasks such as user account creation and deletion and password resets.
- Assisted with the deployment of new applications and updates to existing applications.
- Resolved hardware issues including replacing parts as necessary.
- Collaborated with IT teams on system implementation projects.
- Designed database structures to store data securely and efficiently.
- Assisted with planning, designing, coding, debugging, testing, documenting, and maintaining software applications.
- Installed software, hardware and peripheral components on computers and networks.
- Provided support for remote users by troubleshooting connectivity issues remotely using tools such as TeamViewer or Windows Remote Desktop.
- Ensured compliance with industry standards when dealing with sensitive customer data.
- Resolved technical issues related to operating systems, applications, printers and other hardware peripherals.
- Assisted with the setup of new user accounts, permissions, passwords, assigning of tills in the Core Banking System.
- Provided error handling support in the Core Banking System.
- Performed end of day, end of month and end of year activities in the Core Banking System.
Banker
Indo Zambia Bank
Lusaka
09.2019 - 12.2022
- Processed loan applications and prepared relevant documents for approval.
- Verified customer identity using government-issued identification documents.
- Monitored changes in regulations affecting banks and updated policies accordingly.
- Researched discrepancies between bank records and customer accounts.
- Investigated fraudulent activities by analyzing account transactions and identifying suspicious patterns.
- Conducted risk assessments on potential loan applicants to assess creditworthiness.
- Performed daily reconciliation of bank accounts to ensure accuracy of records.
- Collaborated with marketing team members to develop creative advertising strategies.
- Analyzed customer's financial information to determine the best banking products for them.
- Participated in community outreach events to promote awareness of the bank's services.
- Coordinated with other departments regarding customer requests or disputes resolution.
- Provided technical support to colleagues who encountered difficulties while using software programs.
- Helped customers understand and use mobile applications and online banking.
- Modified, opened and closed customer accounts.
- Adhered to bank and legal guidelines for reporting, loan approvals, and money handling.
- Ordered checks, placed stop payment orders and conducted additional special services for customers.
- Maintained customer records, including account information and transaction history.
- Processed deposits, withdrawals, transfers, loan payments, and check cashing transactions accurately and efficiently.
- Performed fraud detection duties by recognizing suspicious activity in customer accounts.
- Monitored ATM machines for any malfunctions or discrepancies.
- Audited teller transactions for accuracy prior to submission for processing.
- Maintained up-to-date knowledge of current bank products and services for customers' convenience.
IT Technician Intern
Levy Mwanawasa Medical University
Lusaka
10.2018 - 02.2019
- Supported end-users with their day-to-day technology needs such as setting up email accounts or configuring wireless devices.
- Installed software, hardware and peripheral components on computers and networks.
- Assisted with server administration tasks such as patching, updating antivirus definitions and monitoring disk space utilization.
- Provided support for remote users by troubleshooting connectivity issues remotely using tools such as TeamViewer or LogMeIn.
- Implemented security measures to protect data from unauthorized access or manipulation.
- Provided technical assistance for incoming queries from users regarding computer software or hardware use.
- Managed inventory tracking of all IT assets in the organization.
System Implementer
Unilever
Lusaka
05.2016 - 08.2016
- Gathered feedback from customers regarding their experience with newly implemented software solutions.
- Conducted training sessions for users on new software implementations or upgrades.
- Integrated third party products into existing systems when necessary.
- Worked closely with vendors to coordinate product delivery schedules and ensure compatibility between hardware and software components.
- Collaborated with cross-functional teams to ensure smooth transition from development to production environment.
- Maintained accurate records of all changes made during the software implementation process.
- Identified, analyzed and resolved software issues in a timely manner.
- Performed troubleshooting activities on existing applications as required.
- Performed quality assurance testing on software applications prior to deployment.
- Participated in meetings with stakeholders to discuss project goals, timelines, budgets, resources and other related topics.
- Conducted training sessions for users on how to use the newly implemented software program.
Education
Master of Science - Web design and development
UNICAF
Lusaka Zambia12-2024
MBA - International Business
University of Greenwich (ZCAS)
Lusaka, Zambia07-2019
Bachelor of Science - Computer Science
University of Greenwich
Lusaka, Zambia07-2016
International Diploma in Computer Studies
NCC Education (ZCAS)
Lusaka, Zambia07-2016
Level 5 Diploma
NCC Education (ZCAS)
Lusaka, Zambia07-2014
High School Diploma -
Tina Trust School
Lusaka, Zambia12-2007
Skills
- Application support
- System Configuration
- Asset Management
- Incident Management
- User Training
- Database Administration
- Software Installation
- Scripting Languages
- Hardware upgrades
- Interface design and implementation
- Technology Integration
- Product Development
- Software Development
- SQL expert
- Hardware and software installation
- Innovative
- Technical Support
- User Experience Design
- Proficient in HTML
- Technical Analysis
- Web development
- Project status updates
- Performance monitoring
- Problem-Solving
- Python
- Bank Sales
- Customer Service
- New Account Setup
- Product Promotion
- Teller Support
- Regulatory Compliance
- Consumer Banking
Accomplishments
- Labour day most hard working award
References
References available upon request.
Timeline
IT Support Specialist
Indo Zambia Bank
12.2022 - Current
Banker
Indo Zambia Bank
09.2019 - 12.2022
IT Technician Intern
Levy Mwanawasa Medical University
10.2018 - 02.2019
System Implementer
Unilever
05.2016 - 08.2016
Master of Science - Web design and development
UNICAF
MBA - International Business
University of Greenwich (ZCAS)
Bachelor of Science - Computer Science
University of Greenwich
International Diploma in Computer Studies
NCC Education (ZCAS)
Level 5 Diploma
NCC Education (ZCAS)
High School Diploma -
Tina Trust School
Similar Profiles
NATASHA MOBELANATASHA MOBELA
Bank Clerk at Indo Zambia BankBank Clerk at Indo Zambia Bank
Chipo Cecil ChilukwaChipo Cecil Chilukwa
Clerk/Credit Analyst at Indo Zambia BankClerk/Credit Analyst at Indo Zambia Bank
JOSHUA AMATENDEJOSHUA AMATENDE
CLERT_IT at Indo Zambia BankCLERT_IT at Indo Zambia Bank
Chantel JonesChantel Jones
Hot Box at General ManagerHot Box at General Manager
Wisdom BandaWisdom Banda
Waiter at Neelkanth sarovar premiereWaiter at Neelkanth sarovar premiere