Praise Mulenga

• ICT Operations & Service Desk Support
  Supporting day-to-day ICT operations and system administration within a key government ministry, delivering first-line IT support and ensuring reliable service delivery to end users.
• System Administration & Application Support
  Providing administrative and user support for the Zambia Integrated Land Administration System (ZILAS), ensuring system availability, secure access control, data integrity, and timely resolution of user reported incidents and service requests.
• IT Service Desk & Incident Management
  Handling ICT incidents and service requests through structured tracking and escalation processes, ensuring issues are logged, prioritized, resolved, and communicated in line with service level expectations.
• Network Support & Connectivity
  Supporting network infrastructure including routing, switching,
  structured cabling, and fault troubleshooting to maintain stable
  connectivity and minimize service disruptions.
• Application Development & Process Automation
  Led the design and development of an internal web-based
  departmental operations and request management system using Node.js, improving workflow automation, incident tracking, and operational efficiency.
• Technical Support & Customer Care
  Delivering frontline technical support to staff, diagnosing hardware,software, and system-related issues, and providing clear user guidance to ensure smooth daily operations and high customer satisfaction.
• Data Analysis & Reporting
  Extracting and analyzing system and database information to support operational reporting, investigations, and informed decision-making.

Key Technologies & Skills

• IT Service Desk Support
• Incident & Request Management
• ZILAS Application Support
• System Administration
• Network Troubleshooting
• Routing & Switching
• Node.js
• Web Applications
• React
• WordPress
• Customer Care
• Database Querying

• Spearheaded the design and development of both native and web applications from inception, including requirements gathering, system
  architecture, UI design, coding, testing, and deployment.
• Integrated relevant APIs (e.g., mobile money/payment gateways, SMS/USSD providers) to support real-time transactions and communication.
• Translated complex business and client needs into clear, actionable technical requirements, and project deliverables.
• Built responsive and scalable apps using frameworks and technologies such as Flutter, Firebase, and JavaScript, ensuring cross-platform performance, and clean architecture.
• Performed basic data analysis using Excel and Python (Pandas) to review user activity logs and app feedback, informing product improvements.
• Collaborated effectively with cross-functional teamsincluding
  designers, senior developers, and QA personnel to align technical implementation with user experience, and project goals.
• Took the initiative in leading small sub-teams, assigning tasks,
  coordinating development sprints, and ensuring the timely delivery of key features.
• Conducted thorough code reviews, identified optimization opportunities,
  and enforced code quality standards.
• Practiced Agile development, participated in daily stand-ups and sprint
  planning, and maintained clean Git workflows for team collaboration.
• Regularly contributed to debugging, refactoring, and improving system performance and reliability across multiple projects.

KEY FEATURES:

• Conducted thorough code reviews, identified optimization
  opportunities, and enforced code quality standards.
• Practiced Agile development, participated in daily stand-ups and sprint planning, and maintained clean Git workflows for team collaboration.
• Regularly contributed to debugging, refactoring, and improving
  system performance and reliability across multiple projects.

• Identified potential customers through cold calling and networking activities.
• Developed relationships with customers to promote product awareness.
• Provided detailed information about products and services to prospects.
• Negotiated sales contracts with clients and ensured timely payments.
• Conducted market research to identify customer needs and preferences.
• Analyzed customer feedback to evaluate product performance and make improvements.
• Created reports on sales figures, market trends, and competitive analysis data.
• Established a positive rapport with customers by providing exceptional service.
• Resolved customer complaints promptly and effectively.
• Met or exceeded monthly sales targets set by management.
• Attended training sessions to stay updated on product features and benefits.