MZAMOSE OTIRIA ZULU
Lusaka
Summary
Dynamic Business Systems Administrator with a proven track record at Client Care Solutions, excelling in system administration and data analysis. Expert in implementing new technologies and training users, enhancing operational efficiency. Recognized for delivering data-driven solutions and fostering strong team collaboration to achieve organizational goals.
Overview
9
9
years of professional experience
Work History
Business Systems Administrator
Client Care Solutions
05.2020 - 01.2022
- Maintained internal infrastructure, security software and intranet systems.
- Provided employees with fast and comprehensive technical support for software-related concerns, building employee confidence in help desk team and solutions.
- Documented network configurations, policies, and procedures.
- Performed software upgrades on server hardware and operating systems.
- Created user accounts, groups, permissions, and access rights.
- Troubleshot hardware, software, application, and networking issues.
- Maintained inventory of all equipment, hardware components and software licenses.
- Implemented backup strategies for data protection and recovery purposes.
- Provided training for end-users on the use of business applications.
- Performed system audits and presented findings in clear, concise, and thorough technical reports.
- Scheduled regular maintenance activities such as patching or antivirus scans.
- Planned and implemented upgrades to system hardware and software.
- Researched and recommended new technologies and strategies for improving system performance.
- Identified and resolved network congestion issues and bottlenecks.
- Devised scripts and automation tools to improve system efficiency.
- Researched new technologies to identify potential solutions for business needs.
- Installed, configured, and maintained Windows servers and other systems.
Data Analyst Specialist
Client Care Solutions
Lusaka
12.2019 - 05.2020
- Analyzed large datasets to identify trends, patterns, and correlations for business insights.
- Developed dashboards to monitor key performance indicators.
- Created predictive models to forecast customer behavior.
- Provided data-driven solutions to support decision making.
- Gathered requirements from stakeholders to design data models and reports.
- Translated raw data into meaningful information using statistical techniques.
- Collaborated with stakeholders across the organization to understand their needs from a data perspective.
- Maintained documentation of all the processes related to Data Analysis.
- Performed quality assurance testing on newly developed reporting solutions.
- Developed scorecards that accurately measured success metrics.
- Defined KPIs based on collected data sources.
- Worked with internal teams to understand business needs and changing strategies.
- Collected, tracked, and reviewed data to evaluate business and market trends.
- Recommended metrics and models based on observed trends.
- Provided technical support for existing reports, dashboards, or other tools.
Customer Service Team Leader-Call Center & Mobile Money Department
Zamtel
08.2014 - 12.2019
- Trained and supervised team of customer service representatives in providing quality service to customers.
- Conducted regular staff meetings to discuss customer service issues and potential solutions.
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem, and selecting best solution to solve problem.
- Used to keep records of customer interactions, customer accounts, and file documents.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
Inbound and Retail Service Consultant
Zamtel
Lusaka
12.2016 - 12.2018
- Gained an in-depth understanding of company products, systems, and policies to give customers expert support.
- Exceeded performance targets consistently by maintaining strong call control and calmness in stressful situations.
- Communicated with management about trends in customer calls to help improve team efficiency and success.
- Engaged customers in conversation to uncover needs with probing questions, and overcome objections using persuasive techniques.
- Helped a large volume of customers every day with a positive attitude and a focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Analyzed and escalated complaints, issues, and grievances to designated departments for investigation and response.
Service Recovery/ Training Officer
Zamtel
02.2016 - 12.2018
- Developed and implemented effective lesson plans to cover necessary material.
- Identified training needs and planned classes accordingly.
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
- Acted as training subject matter expert and provided extensive technical support to different departments.
- Established personnel qualifications and coordinated onboarding activities.
- Assessed skill gaps for employees and developed training courses to meet identified needs.
- Installed, maintained, and supported voice/data applications.
- Worked closely with network administrators and server engineers to deliver quality service.
- Analyzed user-generated trouble tickets to determine causes of problems and took appropriate action for resolution.
- Diagnosed and resolved complex integrated customer issues for implementation, add-on, maintenance and support of voice, data, VoIP, and CTI applications.
Op's Room Operator
Leopard Zambia
03.2014 - 07.2014
- Monitor, control, surveillance, and access systems controls.
- Issue and receipt of radio tracking and communication equipment for use in restricted areas.
- Protect customers goods and prevent unauthorized access to restricted areas.
- Always keeping terminal equipment clean and in good working order.
Bank Teller
Finance Bank
Monza
10.2012 - 05.2013
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Processed customer transactions promptly, minimizing wait times.
- Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Provided customer records, account statements and copies of checks.
- Reconciled cash drawer and resolved discrepancies.
Education
M.D. - Cyber Security
Zambia Centre For Accountancy Studies University
Lusaka Zambia 01.2025
Bachelors - information Technology
Texila American University
Lusaka Zambia12.2023
Foundation Diploma and Diploma - Management information systems ( IMIS)
Zambia Centre For Accountancy Studies
Lusaka Zambia 12-2023
High School Diploma -
Eagle High School
Kitwe 01.2004
Skills
- System user training
- Business system analysis
- Call center systems integration
- Planning and system deployment
- Software management
- New technology integration
- Operation management
- Data analysis
- Software installation
- System administration
- Capacity planning
- Decision-making
References
- Chola Simwizye, Client Care Solutions, Chief Executive Officer, simwizyechola@yahoo.com, 260 977 665 239
- Zondiwe Musonda, RDG Collective, Operations & Strategy Specialist, zondiwe@rdg-home.com, 260 968 412 827
- Lombe Kasonde, Airtel, Customer Service Specialist, Lombe.kasonde@zm.aitel.com, 260 978 980 190
- Mirriam Mizinga, Zamtel, Customer Service Manager, MirriamZulu.Mizinga@zamtel.co.zm, 260 950 003 178
Timeline
Business Systems Administrator
Client Care Solutions
05.2020 - 01.2022
Data Analyst Specialist
Client Care Solutions
12.2019 - 05.2020
Inbound and Retail Service Consultant
Zamtel
12.2016 - 12.2018
Service Recovery/ Training Officer
Zamtel
02.2016 - 12.2018
Customer Service Team Leader-Call Center & Mobile Money Department
Zamtel
08.2014 - 12.2019
Op's Room Operator
Leopard Zambia
03.2014 - 07.2014
Bank Teller
Finance Bank
10.2012 - 05.2013
M.D. - Cyber Security
Zambia Centre For Accountancy Studies University
Bachelors - information Technology
Texila American University
Foundation Diploma and Diploma - Management information systems ( IMIS)
Zambia Centre For Accountancy Studies
High School Diploma -
Eagle High School
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