Mulenga Kapambwe

Responsible for the implementation and operations of all technology
infrastructures which includes data centre, network and server
services, telephony, service monitoring, user support, workstation
management, servers, storage and related software. Operationally
responsible for ensuring the availability, integrity, and security for all IT
systems and infrastructure across all Puma Energy and Trafigura
Group businesses, including but not limited to Corporate, Retail,
Industrial and Offline sites.
Working closely with various teams and leading the Infrastructure and
Operations teams with overall responsibility for technology
infrastructure planning and deployment of technology for various
projects in the designated cluster.
• Diagnosing and resolving day to day technical issues
• Escalating IT issues to Regional/global IT Infrastructure Management
where necessary
• Responsible for managing Inventory and champion stock control.
• Providing remote support to users in other regions.
• Undertaking small to medium-sized IT projects as instructed by the
Regional/global teams.
• Providing End User and server support throughout Zambia and
AFRICA region
• Supporting and maintaining Server, Network and Server room under
instruction from global teams
• Setting up and configuring new equipment in line with business
expectations
• Adhere and actively work to maintaining global IT standards
• Providing effective basic user training and new user inductions,
• Installing and troubleshooting authorized software.
• Ensuring security and upgrades are applied correctly and kept up to
end user equipment.
• Antivirus installation on all end User equipment
• Responsible for logging and tracking warranty repairs
• Reporting faults and maintaining records on server and site outages.
• Completing internal user/desk moves including peripherals and printers.
• Patching of network and phones
• Ensuring neat and well-maintained Desks, Meeting, patch and server
rooms.
• Ensure all IT equipment in meeting rooms are neat and functional
state.
• Complete daily site checks with Solar Winds – Networks Dash Board
and Severs Dash Boards
• Submit weekly reports to the Regional/global team
• Requesting and tracking of IT purchases.
• Providing basic support and troubleshooting on APC and related
UPS/Cabinet Power equipment
• Responsible for managing overall IT day to day operations to improve
infrastructure costs, performance and end user satisfaction
• Resolve tickets, incidents and problems where required.
• Provide leadership in planning and managing computer operations
and production support, systems and database administration and
network operations
• Provide Leadership and Mentorship for direct reports and IT team
alike
• Manage a dynamic team of engineers across borders and locally.
• Ensure system performance and incident SLA's are met
• Manage IT resource requirements to ensure appropriate balance
between tactical and strategic demands
• Implement IT continuous improvement programs
• Lead IT asset management process to ensure assets full lifetime cycle
value is achieved
• Manage strategic relationships with key IT product and service
providers
• Provide in depth technical expertise for both tactical and operational
initiatives
• Provision in close cooperation with third party service provider an IT
infrastructure that is suitable for the group to access and use their
business applications
• Assess the relative impact of IT industry trends to current and future
enterprise infrastructure needs and projects
• Interface with business unit managers to define infrastructure
support initiatives and solutions for improving service efficiency and
effectiveness
• Analyze and predict trends and develop long range plans designed to
maintain cost effectiveness
• Participate in IT strategy planning activities
• Responsible for designing and troubleshooting the European part of
the groups global network of IT services to meet the functional objects
of the business
• Develop the reporting for vendor, team and system performance in
areas that include quality, capacity, systems and responsiveness
• Ensure the infrastructure team is mitigating, monitoring and
managing infrastructure related risks and issues.
• Work closely with project team members line managers for time
allocation and prioritization
• Manages a dynamic team of individuals, constantly searching for
creative ways to elevate the capabilities of technology systems to meet
business needs
• Participate in the budget process
• Produce and maintain Support, Guide and SOP documentation.
School Certificate: Secondary
School Education
• Responsible for planning and deployment of Retail POS Systems &
ensure accessibility of Real Time data & transactions from the Point Of
Sale (POS), Back Office System (BOS) & Head Office System (HOS).
• Regular Status Reporting to the Regional Infrastructure Lead

Assisted with managing and monitoring the Active Directory Domain
Services, DHCP, SCCM and Print Servers
• Setup and configured new hardware equipment such as Terminal
Thin Clients, Printers, Desktops, Laptops, Tablets and Smart Phones on
the domain
• Consolidated SD Plus tickets for the Service Desk, improving
communication and ticket turnover rate by 17%
• Opened up desktops and laptops for purposes of blowing off dust
and curry on with general repair and maintenance routine tasks such
as:
o Replacing hardware components like Graphics Cards, Hard Drives,
Processors, RAM chips, power supplies, switches, etc.
o Replacing of motherboards and Network Interface Cards
Replacing laptop screens, keyboards, RAM chips, wireless NICs and
hard drives
Upgrading of RAM chips according to users' specification request
• Installed, configured and troubleshot a wide range of end-user
software
• Monitored and updated antivirus software on end-users' Desktops,
Laptops and Tablets as well as scanning them for potential malware
• Monitored and managed email spam filters, firewalls, anti-virus
systems, and vulnerability scanners
• Supported users in gaining access to shared folders on the File Server
• Enabled and configured SMTP settings to predefined SMTP Server IP
Address to enable users scan documents to their email accounts using
shared multifunctional printers
• Setup new user accounts in Active Directory, configured outlook
email accounts and reset users' passwords
• Deployed applications on end users' PCs/Tablets using SCCM
• Troubleshot and fixed issues on end-user PCs via SCCM Client,
Remote Desktop Connection or Windows Remote Assistance. These
issues included;
o Reloading printer drivers on users' workstations whenever users
encounter print spooler issues.
o Installing, reinstalling, updating and upgrading drivers and a wide
range of windows applications
o Configuring, reconfiguring and fixing Outlook Email Accounts
o Troubleshooting Services related issues
• Monitored system information, changes, upgrades and updates of
windows applications.
• Provided to users, effective and standard IT support like:
o sorting out paper jams from printers
o changing toner
o mapping users to scanners and printers
o updating, installing, upgrading and troubleshooting drivers and
several applications
• Communicated with the IT team members or clients through a series
of actions via email, face to face or over the telephone to help set up
systems or trouble shoot issues;
• Advised users on appropriate action related to IT's hardware and
software applications' company policy
• Assisted in the maintenance of the IT equipment, asset management
and other record keeping activities.
• Planned work schedules for the installation of new or additional PCrelated
hardware
• Assisted the server engineer and network engineer in knitting up
cables and cleaning the servers in cabinets inside the server rooms
and all patch rooms

• Fixed/rebuilt/reassembled faulty desktops and laptops, resulting in
reduced costs of replacing faulty hardware equipment totaling
ZMK25,000 annually via recycling of hardware equipment
• Installed operating systems, drivers, windows applications, antivirus
software etc.
• Designed and developed an application called ‘Zambian Football
History Quiz' using Wondershare Quiz Creator
• Designed and developed the first website for The Zambia Catholic
University using Joomla 3.0
• Designed and developed a windows forms application called
‘Secondary School Multiple Choice Question Databank' for Kabundi,
Chikola, Chingola and Sekela Secondary Schools using Microsft .NET CSharp
and Visual Basic.
• Planned, installed and configured a Local Area Network (LAN) at
Lubuto Trust College, Kabundi, Chikola, Chingola and Sekela Secondary
Schools for their computer labs