Summary
Overview
Work History
Education
Skills
Certification
References
Hobbies and Interests
Timeline
Generic

MICHAEL MKANDAWIRE

Summary

To provide leading-edge front-line support tied to supporting business processes and the provision of strategic and technical leadership thereby empowering business houses to utilize information Technology to enhance their productivity and profitability. Highly skilled in developing customized information systems, troubleshooting, and resolving complex information technology problems that support server infrastructure, systems/network optimization, Linux, windows, and Mac OS X platforms with an emphasis on availability, reliability, scalability, security, data confidentiality, and system integrity.

Overview

21
21
years of professional experience
1
1
Certification

Work History

Senior IT Officer Application and Database Support

ZAMBIA REVENUE AUTHORITY
01.2014 - 02.2024
  • Provided exceptional IT support for staff members, resulting in increased productivity.
  • Maintained 24/7 availability for critical system support issues ensuring minimal disruption to day-to-day operations.
  • Streamlined helpdesk operations through the development of efficient ticketing systems and workflows.
  • Developed custom applications to automate routine tasks, saving time and increasing productivity levels within the organization.
  • Collaborated with cross-functional teams on various projects, ensuring seamless integration of IT solutions.
  • Upgraded outdated systems with modern technology, enhancing overall performance and reliability.
  • Assessed user needs and provided tailored training sessions for improved technological competency across departments.
  • Implemented robust data backup strategies, safeguarding crucial information from loss or corruption.
  • Implemented disaster recovery plans to minimize downtime during critical situations.
  • Created comprehensive documentation on IT policies, procedures, and troubleshooting guides for easy reference by staff members.
  • Diagnosed complex technical issues quickly, providing timely resolutions that minimized downtime.
  • Managed vendor relationships, negotiating contracts to secure cost-effective solutions for the company''s IT needs.
  • Evaluated emerging technologies and recommended strategic investments that aligned with organizational goals.
  • Created and terminated user's accounts from start to finish in business applications.
  • Collaborated with other departments to help meet IT needs and properly integrate and secure systems.
  • Guided organizational technology strategy and roadmaps.
  • Led technology selection and rollout, focusing on organizational planning and supplier service-level agreements.
  • Coordinated secure system access of users to various department systems and platforms.
  • Managed network and system performance, conducting troubleshooting, security patching, and maintenance.
  • Coordinated IT operations activities to deliver smooth flow of daily business needs.
  • Customized and repaired technology based on staff requests.
  • Built, repaired and installed computer-related hardware based on deployment procedures.
  • Optimized server capacity by consolidating resources and virtualizing servers where necessary.
  • Improved system efficiency by implementing new software and hardware solutions.
  • Managed network security protocols to ensure sensitive data protection and prevent cyber attacks.
  • Developed and implemented measures and procedures to protect IT systems from cyber threats and data breaches.
  • Demonstrated familiarity with latest hardware, software and networking technology.
  • Oversaw IT department operations and training.

IT Officer Technical Support

ZAMBIA REVENUE AUTHORITY
01.2007 - 01.2014
  • Streamlined helpdesk operations through the development of efficient ticketing systems and workflows.
  • Provided exceptional IT support for staff members, resulting in increased productivity.
  • Improved system efficiency by implementing new software and hardware solutions.
  • Managed network security protocols to ensure sensitive data protection and prevent cyber attacks.
  • Assessed user needs and provided tailored training sessions for improved technological competency across departments.
  • Implemented robust data backup strategies, safeguarding crucial information from loss or corruption.
  • Implemented disaster recovery plans to minimize downtime during critical situations.
  • Understood key product management roadmap objectives and requirements to develop product technology strategy.
  • Assisted in development of long-term strategies to grow department and resources.
  • Coordinated technical training and personal development classes for staff members.
  • Coordinated secure system access of users to various department systems and platforms.
  • Wrote strategic business plans outlining need for departmental information technology resources.
  • Communicated regularly with customers concerning data exchange and technology integration.
  • Oversaw development and implementation of improvements to support network operations.
  • Liaised with other departments to minimize network interruptions and possible downtimes.

System Administrator

Kafue Gorge Regional Training Centre
01.2003 - 01.2007
  • Simplified troubleshooting processes by creating detailed documentation for system configurations, procedures, and best practices.
  • Provisioned new software and hardware for use, following established security policies.
  • Managed user access rights to maintain a high level of information security while ensuring appropriate levels of accessibility for authorized personnel.
  • Maintained a high level of customer satisfaction by providing rapid, accurate response to inquiries and concerns regarding system performance or functionality.
  • Supported the implementation of new technologies by providing technical expertise and training to colleagues as needed.
  • Managed onboarding and offboarding of employees.
  • Collaborated with IT team to develop and implement comprehensive disaster recovery plans, ensuring minimal data loss during critical incidents.
  • Enabled smooth transitions during hardware and software upgrades, minimizing disruptions to endusers.
  • Installed important security and functionality patches to maintain optimal protections against intrusion and system reliability.
  • Worked with users to determine areas of technology in need of improved usability.
  • Diagnosed and resolved complex technical issues through in-depth analysis, facilitating uninterrupted business operations.
  • Assisted in capacity planning efforts to ensure sufficient resources were available for future growth while avoiding unnecessary expenses related to underutilized assets.
  • Completed reports detailing network and systems performance and downtime issues.
  • Increased efficiency in the workplace by ensuring seamless integration of new applications into existing systems.
  • Established effective communication channels between IT support staff and end-users, leading to improved issue resolution times overall.
  • Reduced downtime by proactively identifying and resolving potential issues through thorough system monitoring.
  • Diagnosed and executed resolution for network and server issues.
  • Implemented, developed and tested installation and update of file servers, print servers and application servers.
  • Developed and documented network policies, procedures and standards.
  • Researched and recommended new technologies and strategies for improving system performance.
  • Designed and evaluated WAN and LAN connectivity technologies.
  • Implemented and maintained virtual private networks.
  • Analyzed network traffic and performance metrics to optimize system performance.
  • Led server infrastructure development, quality assurance, staging and production systems.
  • Analyzed complex project server issues and worked on large enterprise and business-critical applications.
  • Devised scripts and automation tools to improve system efficiency.
  • Identified and resolved network congestion issues and bottlenecks.
  • Maximized system availability through development and testing of contingency plans.
  • Enhanced system performance by optimizing server configurations and implementing regular updates.
  • Collaborated with key stakeholders across multiple departments to assess operational needs and develop tailored solutions that met organizational objectives.
  • Improved security measures by conducting vulnerability assessments and applying necessary patches.
  • Established network specifications and analyzed workflow, access, information and security requirements.
  • Contributed to cost-saving initiatives by analyzing resource usage trends and recommending infrastructure adjustments accordingly.
  • Adopted cost-effective, useful solutions to implement into current systems.
  • Monitored temperature and power draw to immediately detect faults and failures.
  • Implemented proactive maintenance plans that resulted in extended equipment lifespan and reduced repair costs over time.

Education

Bachelor of Science (Hon) in Computer Systems and Networking -

UNIVERSITY OF GREENWICH

Diploma in Computer Studies -

EVELYN HONE COLLEGE

School Certificate -

HILLCREST TECHNICAL SCHOOL

Skills

  • IT Asset Management
  • Network Administration
  • Software Development
  • Information Security
  • Enterprise Architecture
  • Technical Troubleshooting
  • Virtualization
  • Team Collaboration
  • Information confidentiality
  • Team Development
  • Application support
  • Operating system management
  • Documentation Management
  • IT resource use
  • Infrastructure development
  • Requirements Analysis
  • User Support
  • IT infrastructure proficiency
  • End point configurations
  • Infrastructure Planning
  • Change Management
  • IT Change Management
  • Virtualization Technologies
  • Disaster Recovery

Certification

  • ITIL Foundation (Information Technology Infrastructure Library)
  • Microsoft SharePoint 2013

References

  • Monday Katongo, Former Director ICT, Zambia Revenue Authority, P.o.Box 35710, Lusaka, +260-977-917040
  • Catherine Shawa, IT Manager, PWC, Stand No:_2374, Lusaka
  • Harrison Chapo, Assistant Director, Zambia Revenue Authority, P.o.Box 35710, Lusaka, +260-975-367535

Hobbies and Interests

  • Cooking and trying new recipes.
  • Playing Chess, Football, and Scrabble
  • Traveling and site seeing (nature)

Timeline

Senior IT Officer Application and Database Support

ZAMBIA REVENUE AUTHORITY
01.2014 - 02.2024

IT Officer Technical Support

ZAMBIA REVENUE AUTHORITY
01.2007 - 01.2014

System Administrator

Kafue Gorge Regional Training Centre
01.2003 - 01.2007

Bachelor of Science (Hon) in Computer Systems and Networking -

UNIVERSITY OF GREENWICH

Diploma in Computer Studies -

EVELYN HONE COLLEGE

School Certificate -

HILLCREST TECHNICAL SCHOOL

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