Muchokome Maluma
Lusaka
Summary
Result-oriented individual, experienced in back-office and user support, with a strong background as a ServiceDesk Administrator. Adheres to ITIL standards and best practices for efficient IT service delivery. Possesses skills as a SAAS Administrator, managing and optimizing cloud-based solutions. Expertise lies in constructing innovative solutions aligned with business goals while prioritizing customer satisfaction. Excels in providing technical support that exceeds expectations.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Head of Systems
Axis Solutions Africa
02.2024 - Current
- As Head of Systems for the region, I was responsible for overseeing all the systems within the organisation, both internal and external (for sale)
- My responsibility included:
- Managing internal SAAS (M365) including administration of Exchange, Teams, Sharepoint and OneDrive
- ServiceDesk Analyst for internal Helpdesk (ManageEngine ServiceDesk)
- Overseeing the implementation and maintenance of various systems to our customers and spearheading of key accounts
- Research and Recommendations of new or alternative systems for both the organisation and customers
- Understanding of different market needs around the region and providing solutions in line with them
- Overseeing a team of Technical Support Engineers in their implementation, maintenance and support of various systems and products as well as promoting growth through technical training and certification
Technical Support Engineer
Axis Solutions Africa
02.2022 - 01.2024
- Implementation, training and continuous support of ManageEngine ServiceDesk Helpdesk system in various organisations such as IZB, FRA, Atlas Mara, Right to Care, RTSA and ZESCO
- Interpreting needs of customers from sales into technical requirements
- Implementation and support of endpoint and security systems such as Kaspersky, FortiNet
- Lead product innovation as part of companies strategy with:
- Drone technology in various industries i.e
- Agriculture, mining, surveying
- Visitor/people tracking systems using BTLE and IOT
- Wireless monitoring tools for temperature, humidity
- Spearheaded migration and implementation of Microsoft 365 from Google Workspaces across ten regions (Angola, DR Congo, Botswana, Mozambique, Lesotho, Eswatini, South Sudan, Malawi and Zambia)
- Designed reports using Power BI to provide both users and management to have insights into performance and operations
- Setup and managed organisation wide Intranet (Using Sharepoint) and implemented sharing and access policies to prevent Data Loss and ensure users' access to information
SharePoint Administrator
Mopani Copper Mines
05.2021 - 12.2021
- Configured and managed departmental team sites to enable remote work during the pandemic
- Engaged and trained users from various departments on how to collaborate remotely using SharePoint and Microsoft 365 tools
- Ensuring privacy, data sensitivity, and compliance are controlled by enforcing least privilege access and group memberships for access
- Creating data models and designing reports in Power BI to enable them to understand their trends and data better
- Improved the performance of SharePoint by dedicating roles to specific servers
- Maintenance and management of a six server SharePoint server farm with failover
Back Office / User Support & Service Desk Assistant
Mopani Copper Mines
09.2019 - 04.2021
- Windows 10 Device Management - SCCM/ MECM
- Simplifying and centralization of the management and monitoring of over 1,200 client machines across two sites (Kitwe & Mufulira)
- Involved in designing and testing custom Windows 10 builds
- Management of deployment rings and scheduled deployments of official release builds
- Software & Hardware Maintenance
- Management of core and non-standard business applications
- Troubleshooting of various non-standard and standard applications including license management
- Building, rebuilding, troubleshooting and repairing of new and old desktop and laptop machines
- Security & Vulnerability
- Symantec Endpoint Protection and Sentinel One Management
- Threat detection, identification and remediation
- Providing day to day user support through the IT service desk (ManageEngine Service Desk)
- Assisting users in the organization with various IT related issues within the specified SLA times
- Generating performance reports
- Provided hardware support and maintenance of user computers
IT SUPPORT OFFICER
Enterprise Solutions
08.2018 - 08.2019
- Provided on-site and remote technical support to client companies at user, administration, and server levels of Microsoft DYNAMICS NAV
- Assisted users with day-to-day tasks such as creating documents such as SLA's and Support Request Forms as well as providing IT support to them
Education
Bachelor of Science - Computing & Information Systems
University of Greenwich
ZCAS12-2025
Advanced International Diploma - Information Technology
NCC Education
ZCAS01.2019
International Diploma -
NCC Education
ZCAS01.2016
Skills
- Teamwork and Collaboration
- Customer Service
- Problem-Solving
- Technical Support
- Help Desk Support
- ITIL Processes
- System Administration
- Microsoft 365 Administration
- ServiceDesk
- PowerBI
Certification
- ManageEngine ServiceDesk Associate, 2024
- Fortinet Network Security Expert 3, 2023
- Microsoft 365 Fundamentals, 2022
Affiliations
Information and Communications Technology Association of Zambia (ICTAZ), ASSOCIATE MEMBER
References
- Mr Prince Dube, Regional Manager, Axis Solutions Africa, Lusaka, Zambia, +260 974 874 981, pdube@axissolafrica.com
- Mr Musonda Kabamba, Technical Services Manager, Axis Solutions Africa, Lusaka, Zambia, +260 974 874 981, mkabamba@axissolafrica.com
- Mr Tichaona Ndoreka, Applications Superintendent, Mopani Copper Mines, Kitwe, Copperbelt, +260 961 022 009, tichaona.ndoreka@mopani.com.zm
- Mr Matengele Kaira, Business Systems Manager, Mopani Copper Mines, Kitwe, Copperbelt, +260 961 997 982, matengele.kaira@mopani.com.zm
- Mr Kedrick Mumba, General Manager, Enterprise Solutions, Lusaka, Zambia, +260 973 061 110, kedrick.mumba@enterpriseonline.com
Accomplishments
As Sharepoint Administrator, I lead the successful migration of the Sharepoint Farm (comprised of six servers) from one domain to another ensuring unnoticeable down time to users, data integrity and business continuity
I was in charge of migrating the organization SAAS platform from Google Workspace to Microsoft 365 across 12 countries including data migration, user training and administration and Microsoft 365 application management e.g. Sharepoint, Teams, OneDrive
Designed a Finance and Sales Dashboard using PowerBI which pulled data from various systems such as the online CRM, HR system and Financial platform
Hobbies and Interests
- Golfing
- Formula One
- Gym
Timeline
Head of Systems
Axis Solutions Africa
02.2024 - Current
Technical Support Engineer
Axis Solutions Africa
02.2022 - 01.2024
SharePoint Administrator
Mopani Copper Mines
05.2021 - 12.2021
Back Office / User Support & Service Desk Assistant
Mopani Copper Mines
09.2019 - 04.2021
IT SUPPORT OFFICER
Enterprise Solutions
08.2018 - 08.2019
Bachelor of Science - Computing & Information Systems
University of Greenwich
Advanced International Diploma - Information Technology
NCC Education
International Diploma -
NCC Education
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