Mwenya Musonda
Lusaka
Summary
Professional IT specialist with significant experience in systems analysis, troubleshooting, and technology solutions. Adept at fostering team collaboration and ensuring project success through adaptable approaches. Strong skills in network management, cybersecurity, and data analysis. Reliable and results-driven, ready to make impactful contributions to any organization.
Overview
10
10
years of professional experience
8
8
Certification
Work History
Technical Support
Rest of Africa Woolworths-Greystone consulting Services
cape town, South Africa
12.2017 - Current
- Deliver first- and second-line technical support on-site at Woolworths Zambia, while providing remote assistance to eight branches across Africa, each managing up to 100 devices
- ICT Strategy Alignment: Provide input in the development and implementation of ICT strategies aligned with overall business objectives.
- Perform POS software installation, configuration, and troubleshooting
- Oversee IT infrastructure, including servers and networks
- ICT Governance: Contribute to establishing and enforcing ICT governance frameworks in line with organizational policies and procedures
- Log and resolve requests(tickets) logged via the support channels helpdesk ticketing
- Maintain optimal availability, performance, and security across all IT systems
- Track system performance and resolve technical issues promptly
- Data Management: Ensure adherence to data management practices, data quality guidelines, and leverage analytics for actionable business insights.
- Oversee hardware and software installations, upgrades, and maintenance
- Collaborate with vendors and service providers making sure all issues are resolved within the agreed timeframes
- Perform routine maintenance and health checks on IT equipment’s
- Deliver guidance and system training to staff and end users
IT SERVICE DESK LEAD & IT Analyst
Digital shared service Limited(Paygo)
01.2023 - 01.2024
- Managed a team of service desk technicians to provide timely and effective support to end users, ensuring high levels of customer satisfaction and productivity.
- Provided technical support for Microsoft 365 applications(AZURE, Microsoft Intune device onboard and management , resolving issues and ensuring seamless user experience
- Championed the adoption of a helpdesk ticketing system, improving tracking and resolution of IT incidents by 25%.
- Oversaw the implementation and maintenance of service desk processes and procedures, including incident management, problem resolution, and service request fulfilment.
- Monitored service desk performance metrics and implemented improvements to enhance efficiency and effectiveness.
- Assisted in the management, setup, and configuration of systems.
- Supported the projects team by analyzing and creating test cases to enhance the overall quality assurance process.
- Documented all processes and provided training as needed.
IT Analyst
- Installed, configured, and troubleshot hardware/software systems including antivirus and CRM tools.
- Scheduled and executed regular maintenance of network equipment, maintaining detailed records.
- Logged and documented service requests accurately in the IT service desk system.
- Supported IT project implementation and contributed to technical innovations.
- Managed company IT resources with cost-efficiency and accountability.
- Assisted users with conference setups, device connections, and network access.
- Provided technical support for office equipment including inverter, battery bank issues.
- Undertook special technical assignments as required by office staff.
- Ensured compliance with health, safety, and environmental procedures.
IT Technician
InfoTech Business Solution
Lusaka, Zambia
03.2016 - 01.2017
- Provided technical assistance to customers on inbound telephone tech support calls, ensuring timely and effective resolution of issues.
- Utilized remote access tools to perform troubleshooting and resolve technical problems efficiently.
- Guided customers through step-by-step processes for troubleshooting hardware issues, enhancing their understanding and satisfaction.
- Assisted customers with the installation of antivirus programs and removal of viruses, ensuring their systems were secure and functional.
- Applied strong problem-solving skills to diagnose and troubleshoot a variety of technical issues.
- Demonstrated excellent customer-service skills, maintaining a high level of customer satisfaction and loyalty.
Education
BSc - information technology
SUPERSHINE UNIVERSITY
Lusaka, Zambia12.2019
Diploma - information Technology
COPPERBELT UNIVERSITY
Ndola07.2014
Skills
- Operating Systems: Proficient in Windows, macOS, and Linux, with strong experience in diagnosing and resolving hardware and software issues
- Network Configuration: Skilled in installing and configuring network hardware including Velocloud devices, Sophos firewalls, Aruba access points for Wi-Fi coverage, and Huawei/Cisco switches Solid understanding of networking fundamentals such as TCP/IP, DNS, and DHCP
- Remote Support: Experienced with remote support platforms including ManageEngine Endpoint Central MSP 11, Microsoft Intune, Windows Quick Assist, TeamViewer, and AnyDesk
- Help Desk Systems: Proficient in using Freshdesk and Zendesk ticketing systems to log, track, and resolve user-reported issues efficiently
- Hardware Troubleshooting: Expertise in PC assembly, server maintenance, RAID configuration, and support for mobile devices, printers, and peripherals
- Software Deployment: Hands-on experience installing and configuring Point of Sale (POS) systems, Microsoft Office 365 suite, Microsoft Exchange email servers, administering Microsoft Intune, Microsoft Azure, ITIL service management and Active Directory management
- Customer support
- Network administration
- Risk assessment
- IT troubleshooting
Accomplishments
- Developed and deployed an automated leave form workflow seamlessly integrated with Microsoft Teams for Digital Shared Service Limited.
- Created and established the Digital Paygo Service Level Agreement (SLA) for the service desk.
- Configured and deployed Microsoft Intune policies to manage endpoint security for Digital Paygo
- Manage relationships with external service providers, improving response times
- Facilitate replacing 100 aged devices and printers in all Zambia Woolworths Stores.
- Collaborate with cross-functional IT teams to Migrate all WW devices from on prem to Intune, thus reducing hardware cost
- 2024 Kevin Mitnick Security Awareness Training – DP certificate of achievement Detecting Suspicious Activity & Introduction to Data Protection
Affiliations
The Information and Communications Technology Association of Zambia ICTAZ
Certification
- HCIA SECURITY
- ICTAZ Membership – Valid practising licence
- HCIA Cloud Services
- Microsoft office 365 Administration
- IT service Desk Management
- CISSP Cert Prep Security and Risk Management
- Network Security associate (NSE1)
- Cybersecurity CISCO
- Certificate of Completion
- Fundamentals - Certified Engineer Sophos security
- Cyber Threat assessment program
- Windows server administration fundamentals
- Windows server 2012 R2 server networking
- Certificate of attendance
- Anti -bribery
- Sexual Harassment
Timeline
IT SERVICE DESK LEAD & IT Analyst
Digital shared service Limited(Paygo)
01.2023 - 01.2024
Technical Support
Rest of Africa Woolworths-Greystone consulting Services
12.2017 - Current
IT Technician
InfoTech Business Solution
03.2016 - 01.2017
IT Analyst
Diploma - information Technology
COPPERBELT UNIVERSITY
BSc - information technology
SUPERSHINE UNIVERSITY
References
- Peter, Nyumbu, Head IT and Service Delivery PayGo digital shared Service Limed, 0967356732, Lusaka, Zambia
- Nicholas, Muite, Leadership/Infrastructure Management Greystone IT Consulting, +27 78 975 6415, Cape Town, South Africa
- Stanley, Kaseke
- Country General manager Woolworths, +260 977328939, Lusaka, Zambia
- Brenda, mukalula, Operations manager Zambia, +260 966376716, Lusaka, Zambia