MAKELELE VICTOR
IT Professional
LUSAKA,Zambia
Summary
Results-driven IT professional with a passion for leveraging technology to streamline operations and enhance business functionality. Seeking a challenging role where my expertise in system administration, network security, and project management can contribute to the implementation of innovative solutions. Known for my ability to troubleshoot complex issues and collaborate with cross-functional teams, I bring a proven track record of optimizing IT infrastructure to support organizational goals and enhance overall efficiency.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Point of Sale (POS) Technician
TECHMASTERS ZAMBIA LTD
Lusaka, Zambia
09.2021 - Current
- Conducted repairs and maintenance on Point of Sale (POS) systems for FNB, ZANACO, and ABSA
- Provided technical support to clients, addressing POS hardware and software issues
- Collaborated with FNB and ABSA representatives to understand specific requirements and ensure compliance
- Diagnosed and resolved POS system malfunctions promptly to minimize downtime
- Conducted routine inspections and preventive maintenance to ensure POS systems' optimal functionality
- Installed, configured, and tested POS hardware and software components
- Collaborated with internal teams to escalate and resolve complex technical issues
- Stayed updated on the latest POS industry trends and best practices.
Call Center Agent
iSon (Zambia) - MTN Call Center
Lusaka, Zambia
01.2021 - 08.2021
- Provided customer support for MTN customers through the call center
- Addressed inquiries, resolved issues, and assisted customers with product or service-related concerns
- Maintained a high level of professionalism and customer service during interactions
- Utilized call center software and systems to log and track customer interactions
- Stayed informed about MTN products, services, and promotions to provide accurate information to customers.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated empathy and understanding when dealing with difficult situations, ultimately diffusing tension while finding satisfactory resolutions.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Boosted client retention rates by providing exceptional customer service and building rapport with callers.
- Improved customer satisfaction ratings by efficiently addressing and resolving inquiries, complaints, and requests.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
IT Support / Network Engineer
Professional Outcomes Ltd
- Provided comprehensive IT support to end-users, addressing hardware and software issues promptly
- Diagnosed and resolved network connectivity issues, ensuring seamless operation
- Installed, configured, and maintained hardware and software components.
Help Desk Intern
ZESCO Lusaka H.Q.
Lusaka
5 2020 - 9 2020
- Provided help desk support to end-users, addressing technical issues and inquiries
- Assisted in troubleshooting hardware and software problems and resolving them in a timely manner
- Logged and tracked support requests using the company's ticketing system
- Conducted routine maintenance tasks on computer systems
- Assisted in the installation, configuration, and maintenance of hardware and software
- Participated in team meetings and training sessions to enhance technical skills.
Education
Diploma Computer Science -
Coppertone University
01.2019 - 1 2021
Grade 12 Certificate - undefined
Libala Secondary School
01.2014 - 1 2016
CISCO Cybersecurity Certificate - undefined
University of Zambia
01.2023 - 1 2024
Skills
Network Connectivity
Certification
Cisco Networking Academy Certificate of Course Completion, CyberOps Associate, 04/10/24, Zambia, Laura Quintana, VP & General Manager, Cisco Networking Academy
Skillsabilities
Troubleshooting and diagnosing hardware and software issues., Installing, configuring, and maintaining operating systems., Knowledge of computer networks, protocols, and basic network troubleshooting., Providing prompt and effective help desk support to end-users., Resolving user issues through remote assistance or on-site visits., Logging and tracking support requests using ticketing systems., Ability to explain technical concepts to non-technical users., Troubleshooting and repairing desktops, laptops, printers, and Point of Sale., Knowledge of hardware upgrades and replacements., Basic understanding of networking concepts., Configuring and troubleshooting routers, switches, and basic network connectivity issues., Willingness to learn and adapt to new technologies and procedures., Analytical thinking to identify and resolve complex technical issues., Proactive approach to preventing recurring problems.
Timeline
Cisco Networking Academy Certificate of Course Completion, CyberOps Associate, 04/10/24, Zambia, Laura Quintana, VP & General Manager, Cisco Networking Academy
08-2024
CISCO Cybersecurity Certificate - undefined
University of Zambia
01.2023 - 1 2024
Point of Sale (POS) Technician
TECHMASTERS ZAMBIA LTD
09.2021 - Current
Call Center Agent
iSon (Zambia) - MTN Call Center
01.2021 - 08.2021
Diploma Computer Science -
Coppertone University
01.2019 - 1 2021
Grade 12 Certificate - undefined
Libala Secondary School
01.2014 - 1 2016
IT Support / Network Engineer
Professional Outcomes Ltd
Help Desk Intern
ZESCO Lusaka H.Q.
5 2020 - 9 2020
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