Musekwa Siloka
IT Professional
Lusaka,Zambia
Summary
With 8+ years of experience in customer-focused IT and telecommunications, I consistently deliver innovative support and solutions across diverse industries. My expertise lies in fostering high-impact client relationships with government bodies, international organizations, diplomatic missions, and large enterprises. Throughout my career, I am recognized for empathetic leadership, cultural adaptability, and unwavering commitment to customer satisfaction. Proven track record of effectively managing teams, optimizing processes, and scaling operations to meet organizational goals. Strong skills in driving customer satisfaction metrics like Net Promoter Score (NPS) and Customer Satisfaction Score (CSAT) to industry-leading levels.
Overview
8
8
years of professional experience
3
3
years of post-secondary education
5
5
Certifications
1
1
Language
Work History
Enterprise Technical Helpdesk Manager
Huawei Technologies
01.2023 - Current
- Company Overview: MTN Zambia Project
- Lead a team of technical experts to resolve complex incidents for high-profile clients, including diplomatic missions, government ministries, and multinational organizations
- Attend governance and service review meetings with critical customers, ensuring compliance with service level agreements (SLAs) and fostering strong client relationships
- Improved NPS by 15% and CSAT by 25% through proactive client engagement and service improvement initiatives
- Develop and execute customer engagement strategies to ensure seamless service delivery, enhancing satisfaction ratings by 20%
- Collaborate with cross-functional teams to implement innovative IT solutions tailored to diverse client requirements
- Advocate for customer needs during leadership meetings, aligning operational goals with strategic priorities
- MTN Zambia Project
Data Communications Network Engineer
Huawei Technologies
01.2021 - 12.2022
- Company Overview: MTN Zambia Project
- Designed and deployed robust IP solutions for mission-critical applications in both public and private sectors
- Managed high-priority accounts, ensuring uninterrupted connectivity for embassies, local councils, and NGOs
- Optimized network configurations to enhance system uptime and reduce operational costs for key customers
- MTN Zambia Project
Enterprise Helpdesk Lead
Huawei Technologies
01.2017 - 12.2020
- Company Overview: MTN Managed Services
- Spearheaded resolution of technical escalations for enterprise clients across various sectors, achieving a 95% resolution rate within SLA timelines
- Strengthened partnerships with diverse client types, including telecom operators, educational institutions, and healthcare providers
- Developed a knowledge-sharing framework that boosted the team's problem-solving capabilities by 30%
- MTN Managed Services
Education
Bachelor of Business Administration - undefined
Amity University
Uttar Pradesh 07.2021 - 05.2024
Foundation Diploma in the Management of Information Systems - undefined
IMIS (UK)
Advanced Diploma in Computer Networks and Internet Protocol - undefined
Alison Online
Skills
Customer-Centric Leadership
Cross-Functional Collaboration
Cultural Adaptability
Empathy
Managing Diverse Client Portfolios
SLA Compliance
Risk Management
Data-Driven Operational Strategy
Team Building
Mentorship
IT Governance
Service Optimization
Certification
Modern Project Management - Alison Online
Accomplishments
- Client Retention, Preserved multimillion-dollar contracts by restoring trust and service reliability for key global accounts, including The United Nations agencies, embassies, and international development organizations, earning a formal recommendation from MTN Group HQ.
- Recognition, Honored with the Customer Centricity Award (2019/2020) for exemplary service delivery and customer satisfaction.
- Governance Leadership, Representing MTN Zambia at governance and service review meetings with critical customers like UNICEF, ensuring contract compliance, operational alignment, and customer satisfaction.
- High-Level Relationships, Successfully managed relationships with diverse clients, including high commissions, government ministries, NGOs, and corporate enterprises, ensuring tailored support and alignment with their unique needs.
- Process Improvement, Spearheaded initiatives that reduced incident resolution times by 30% and improved SLA compliance across all accounts.
- Strategic Advocacy, Delivered insights and solutions that strengthened MTN's reputation and secured continued partnerships with critical customers like the World Bank, British Council, and banking institutions.
- Team Leadership, Enhanced team productivity and morale by implementing mentorship programs and fostering a culture of continuous learning.
Affiliations
Member, Information and Communication Technology Association of Zambia (ICTAZ)
References
- Anita Mwale, Service Delivery Manager, Enterprise Business Unit, MTN Zambia, Anita.Mwale@mtn.com, +260 966220498
- Jude Moraes, Multinational Project Manager - Southern Africa, Huawei Technologies LTD, Moraes.Jude@huawei.com, +260 962220120
Timeline
Enterprise Technical Helpdesk Manager
Huawei Technologies
01.2023 - Current
Bachelor of Business Administration - undefined
Amity University
07.2021 - 05.2024
Data Communications Network Engineer
Huawei Technologies
01.2021 - 12.2022
Enterprise Helpdesk Lead
Huawei Technologies
01.2017 - 12.2020
Foundation Diploma in the Management of Information Systems - undefined
IMIS (UK)
Advanced Diploma in Computer Networks and Internet Protocol - undefined
Alison Online