Mwansa Mulenga
Lusaka
Summary
Dedicated ICT Specialist with extensive experience in applying advanced Information and Communication Technology (ICT)
theories, principles, methods, and systems to support and enhance the overall performance and quality standards of
organizational communication and information management systems. Proven track record in safeguarding electronic data,
conducting hardware and software configurations, managing network security, and providing comprehensive IT support and
training. Adept at troubleshooting, investigating, and resolving ICT issues while ensuring compliance with legal, regulatory,
and organizational standards. Collaborative team player with excellent organizational and time management skills, committed
to continuous learning and implementation of best practices in ICT.
Overview
10
10
years of professional experience
Work History
IT Application Support Officer
Zambeef
03.2023 - Current
- Developed documentation for troubleshooting common issues, facilitating quicker resolutions by team members.
- Managed high call volumes while maintaining exceptional quality of service and professionalism at all times.
- Reduced resolution time with thorough problem analysis and timely escalation to appropriate departments.
- Diagnosed and resolved network connectivity problems, optimizing user access to resources.
- Provided technical support for hardware and software issues, ensuring minimal downtime for users.
- Documented support processes and solutions, enhancing knowledge base for future reference.
- Trained end-users on new software applications, increasing overall productivity and satisfaction.
- Monitored and maintained IT inventory, ensuring availability of essential equipment and resources.
- Trained end-users on best practices for system usage, increasing their productivity and confidence in utilizing technology tools.
- Employed remote support tools effectively for efficient troubleshooting of offsite issues.
Provincial Monitoring and Evaluation Specialist
Howard Univesity Int
01.2020 - 03.2023
- Developed monitoring frameworks to assess program effectiveness and compliance with standards.
- Analyzed qualitative and quantitative data to inform strategic decision-making processes.
- Collaborated with stakeholders to enhance evaluation methodologies and reporting systems.
- Conducted capacity-building workshops for team members on data collection techniques.
- Facilitated stakeholder meetings to discuss program outcomes, challenges, and solutions.
- Designed indicators to track outcomes of programs such as changes in knowledge, attitudes and
behavior. - Provided technical assistance and guidance to staff on best practices in designing, managing,
implementing and evaluating programs. - Analyzed data collected from surveys, interviews, focus groups, and other methods to assess
program performance. - Developed and implemented security policies, standards and procedures for the organization.
Data Manaager (ART Readiness Study)
Center for Infectious Disease Research in Zambia (
01.2017 - 04.2020
- Led data integrity initiatives, ensuring accuracy and consistency across multiple databases.
- Developed and implemented data management protocols to streamline reporting processes.
- Mentored junior staff on best practices for data entry and analysis techniques.
- Executed data analysis projects that drove strategic decisions for cross-functional teams.
- Collaborated with IT to enhance data systems, improving retrieval times by optimizing queries.
- Spearheaded the integration of advanced analytics tools to enhance operational efficiency across departments.
- Facilitated training sessions for staff on new software tools and data management strategies.
- Collaborated with cross-functional teams to identify data requirements and ensure proper integration within the system.
- Monitored compliance with ICH GCP Guidelines during the course of a trial.
- Reviewed source documents and listings to compile resources for identifying and correcting data allocation issues.
- Coordinated disaster recovery efforts in the event of system failures or breaches, minimizing potential damage to business operations.
- Provided technical guidance on the use of database tools such as SQL Server Management Studio.
- Collaborated with team members on requirements gathering, design, development, testing, and
implementation of new databases and data models
IT Technician
Zambia Border Crossing Company (ZIPBCC)
01.2015 - 12.2016
- Installed and configured hardware and software systems for optimal performance.
- Provided technical support to end-users, resolving issues promptly and efficiently.
- Conducted regular system maintenance, ensuring security updates and backups were performed.
- Developed troubleshooting guides to enhance team response time for common technical issues.
- Implemented network monitoring tools to improve system reliability and performance tracking.
- Trained junior technicians on best practices for equipment handling and problem resolution.
- Collaborated with cross-functional teams to integrate new technologies into existing infrastructure.
- Led initiatives for process improvements, enhancing overall service delivery efficiency within the IT department.
- Maintained office PCs, networks and mobile devices.
- Set up PCs, projectors, and microphones for use in video conferencing rooms.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Provided remote technical support, resolving issues quickly without requiring onsite visits whenever possible.
- Established, repaired and optimized networks by installing wiring, cabling and devices.
- Conducted regular preventive maintenance on hardware equipment, prolonging lifespan while minimizing unexpected failures.
- Enhanced user experience with thorough troubleshooting and resolution of hardware and software problems.
- Managed inventory of hardware and software assets, ensuring proper allocation and maintenance throughout their lifecycle.
- Performed troubleshooting and repaired peripheral devices such as printers, scanners
- Configured systems according to prescribed software and hardware frameworks.
- Participated in planning sessions for IT projects, contributing technical expertise to ensure successful project outcomes.
- Completed detailed reporting on work activities, providing management with insights into IT operations and opportunities for improvement.
- Reduced system downtime by proactively monitoring and addressing potential issues in a timely manner.
- Streamlined IT support processes, resulting in increased productivity within the department.
- Contributed ideas for process improvement during team meetings, leading to more efficient workflows within the department.
- Participated in on-call rotation to ensure 24/7 availability of technical support for mission-critical systems.
- Developed and documented standard operating procedures for consistent IT service delivery across the organization.
- Collaborated with cross-functional teams to achieve seamless integration of new software applications into existing systems.
- Improved network efficiency by optimizing configurations and implementing necessary updates.
Education
Bachelor of Science - Information Technology
Texila American University
Lusaka, Zambia12-2025
No Degree - Diploma In Information Technology
The Copperbelt University
Kitwe09-2014
Skills
- IT troubleshooting
- IT documentation
- Information security
- Troubleshooting
- Application support
- Network administration
- IT risk management
- Software development
- Cybersecurity expertise
- IT diagnostics
- IT service management
- Network configuration
- Technical support
REFERENCES
Kennedy chitya
Head M&E officer - Howard University Int
Cell:+260978184329
email:kennedy.chitiya@gmail.com
Martha Mubanga
Project coordinator -CIDRZ
cell no. +260977376841
email: Martha.Mubanga@cidrz.org
Tony Seno
Head IT- Zambeef products
cell no. +260 97 8779051
email:tony.seno@zambeef.co.zm
Timeline
IT Application Support Officer
Zambeef
03.2023 - Current
Provincial Monitoring and Evaluation Specialist
Howard Univesity Int
01.2020 - 03.2023
Data Manaager (ART Readiness Study)
Center for Infectious Disease Research in Zambia (
01.2017 - 04.2020
IT Technician
Zambia Border Crossing Company (ZIPBCC)
01.2015 - 12.2016
Bachelor of Science - Information Technology
Texila American University
No Degree - Diploma In Information Technology
The Copperbelt University
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