STEPHEN MUCHENDE
Solwezi
Summary
Computer Support Specialist delivering hardware, software, and network support to maintain daily operations. Improved help-desk resolution speed by 35% through streamlined troubleshooting workflows. Monitored server performance to support 99.9% uptime and strengthened user support quality through application and cybersecurity training.
Overview
12
12
years of professional experience
Work History
Computer Support Specialist
Watch Tower Bible and Tract Society of Zambia
Lusaka Province
12.2016 - 05.2024
- Provided remote and onsite IT support to users across Zambia and Southern Africa, helping maintain smooth daily operations.
- Reduced average issue resolution time by 35% through troubleshooting and streamlining remote support processes.
- Provided technical support via Microsoft Teams, Remote Desktop, and other tools, enhancing user access to resources.
- Installed, configured, and maintained desktops, laptops, printers, scanners, and related peripherals.
- Trained users on software applications and cybersecurity best practices to improve system usage and compliance.
- Monitored server performance, including CPU, memory, and disk usage, contributing to 99.9% system uptime.
- Implemented and maintained backup and disaster recovery procedures, ensuring zero data loss incidents over 3 years.
- Maintained accurate IT records, monthly reports, and service documentation.
- Worked with regional teams to resolve cross-border technical issues efficiently.
IT Intern
Zambia Revenue Authority
Lusaka Province
06.2012 - 06.2013
- Supported installation, configuration, and maintenance of computer systems and software to ensure optimal functionality.
- Diagnosed and resolved network connectivity and hardware-related issues.
- Facilitated deployment of software updates, antivirus solutions, and security patches to enhance system security.
- Assisted in configuring and maintaining routers, switches, wireless access points, and peripheral devices.
- Supported user account administration and access control tasks.
- Delivered user support and basic ICT guidance to resolve issues and streamline daily operations.
Education
Grade 12 School Certificate (Senior Secondary Education Certificate) -
Mpika Boys Secondary
Mpika Muchinga Province12-2007
Grade Nine School Certificate -
Matero Boys Basic School
Lusaka, Zambia 12-2004
Some College (No Degree) - Computer Engineering (ABMA) ZAQA verified
National Institute of Public Administration
Lusaka, ZambiaSkills
- IT Technical Support
- Technical support
- Desktop support
- Remote User Support
- ICT Help Desk Support
- Tech troubleshooting
- Cybersecurity Awareness
- Server Monitoring
- Backup support
- Data recovery
- Software patches
- Network maintenance
- Routers and switches
- Wireless access points
- Remote Desktop
- Microsoft Teams
- Microsoft Office Applications
- Microsoft Office
- User training
- ICT documentation
- ICT reporting
- IT project coordination
- MySQL
- Database management
- MCTS certification
- Security certification
- Problem analysis
- Analytical skills
- Communication and Teamwork
- Customer Service
- Interpersonal communication
- Service coordination
- Virtualization technologies
- Windows xp/vista
- Printer and scanner support
Accomplishments
- Reduced issue resolution time by 35% through effective remote support.
- Helped maintain 99.9% system uptime through proactive monitoring and maintenance.
- Supported backup and disaster recovery procedures that resulted in zero data loss incidents over 3 years.
- Awarded the ABMA Outstanding Student Achievement Award for academic excellence.
- Graduated with Distinction in Advanced Diploma studies.
HONOURS AND AWARDS
ABMA Outstanding Student Achievement Award – 2011, Recognized for academic excellence and outstanding performance, Featured in The Post Newspaper for exceptional academic achievement
Timeline
Computer Support Specialist
Watch Tower Bible and Tract Society of Zambia
12.2016 - 05.2024
IT Intern
Zambia Revenue Authority
06.2012 - 06.2013
Grade 12 School Certificate (Senior Secondary Education Certificate) -
Mpika Boys Secondary
Grade Nine School Certificate -
Matero Boys Basic School
Some College (No Degree) - Computer Engineering (ABMA) ZAQA verified
National Institute of Public Administration