Highlights:• Spearheaded a large-scale IT transformation project for the Civil Aviation Authority of Zimbabwe (CAAZ) and Airports Company of Zimbabwe (ACZ), successfully segregating their ICT systems and executing a comprehensive overhaul of the ICT environment for over 1000 users. • Efficiently upgraded the operating system software of more than 20 servers for Colcom Foods, ensuring zero disruption to critical applications during the business’s peak season. • Successfully recovered and updated the Exchange Servers for ZESA Holdings following a ransomware attack, demonstrating strong crisis management and problem-solving skills in cybersecurity.

Skills:Microsoft 365, Windows Server, Office 365, Active Directory, Exchange Server

Goal:To be a Solutions Architect biased towards Microsoft products and services.

Certification:• Microsoft Certified: Azure Administrator Associate • Microsoft Certified: Azure Security Engineer Associate • Microsoft 365: Messaging Administrator Associate • Microsoft 365: Enterprise Administrator Expert • Microsoft Certified Trainer

Microsoft 365 Technical Advisor: Trials Nurturing 10/2023 - 02/2024
Microsoft, Remote, Remote Zimbabwe
Industry: Information Technology
Microsoft 365 Technical Advisor: Trials Nurturing for Microsoft Corporation under Upwork
• Utilized a customer-centric approach in providing technical support, resolving a high volume of Microsoft 365 related issues via phone, email, and chat, enhancing overall customer satisfaction. • Implemented an effective troubleshooting protocol to identify and resolve connectivity problems, application errors, and security concerns related to Microsoft 365, reducing system downtime. • Educated customers on best practices for improving productivity and collaboration, resulting in an increase in active product usage. • Guided customers through the process of upgrading from trial subscriptions to permanent ones, providing personalized recommendations and step-by-step instructions, and achieving a 95% success rate in troubleshooting technical issues.--
Microsoft 365 Consumer Ambassador 01/2023 - 08/2023
Microsoft Corporation, Remote, Remote Zimbabwe
Industry: Infomation Technology
Microsoft 365 Consumer Ambassador for Microsoft Corporation via Upwork
• Increased customer satisfaction and retention by resolving technical issues with Microsoft 365 products and services. • Averaged 5-star customer feedback by resolving more than 50 tickets weekly and recommending suitable Microsoft products and services. • Leveraged product expertise to assist customers in upgrading their subscriptions and operating systems to Windows 11, enhancing their Microsoft experience.--
Senior Technical Support Specialist 11/2022 - current
Terrific Tech, Harare, Harare Zimbabwe
Industry: Information Technology
Senior Technical Support Specialist at a Microsoft Partner managed services provider.
• Led an IT support team, effectively managing technical issues within the call logging software and ensuring swift resolution. • Streamlined support operations by escalating tickets directly to vendors, guaranteeing prompt problem resolution and delivering superior technical and customer service. • Directed and evaluated the performance of a technical support team, fostering efficiency and customer satisfaction. • Authored comprehensive technical reports for clients, documenting resolved incidents and providing project overviews upon completion. • Resolved intricate issues, adeptly identifying customer needs, and capitalizing on sales opportunities. • Mentored new team members, fostering a culture of continuous learning and improvement. • As a Microsoft Certified Trainer (MCT), conducted training sessions for MS-100, MS-101, MS-102, and MS-203 certifications, enhancing our clients’ competency and expertise.--
Technical Support Specialist 06/2021 - 10/2022
Terrific Tech, Harare, Harare Zimbabwe
Industry: Information Technology
Technnical Support Specialist for a Managed Services Provider
• Executed a strategic mail server migration project for over 200 mailboxes, leveraging comprehensive analysis and innovative approaches to minimize downtime by 40% and achieve 100% mailbox preservation. • Revitalized an organization’s server infrastructure, updating the operating systems of 24 servers. Ensured seamless functionality of applications and databases with zero unplanned downtime, resulting in a 10% cost savings upon project completion. • Led a technical team in a large-scale project to streamline an organizational split-up involving over 1000 users. Delivered the project within agreed deadlines and budget, enhancing Terrific Tech’s reputation as a reliable Managed Service Provider (MSP). • Boosted active usage of Microsoft products by 30% across organizations through effective data consolidation and subscription optimization. • Designed, developed, and deployed SharePoint sites for over 5 organizations, training staff on site usage and enhancing communication and collaboration within two weeks of deployment. • Resolved 98% of case tickets independently, leveraging expert knowledge of Microsoft systems and software, resulting in an average time saving of 2 hours per ticket.--
Technical Support Intern 08/2019 - 03/2020
TSL Group, Harare, Harare Zimbabwe
Industry: Group of companies
Internship at the head office of a group of companies
• Devised and implemented an innovative access point placement strategy, significantly reducing network system boot-up time and effectively eliminating connectivity downtime caused by power outages. • Conducted a thorough investigation and successfully enforced the 3-2-1 Backup rule for the organization’s Enterprise Resource Planning (ERP) systems, achieving a 100% restoration rate during a server failure incident. • Developed bespoke Office 365 training manuals, leveraging insights from ICT online communities and websites. Conducted training for over 20 executives and senior managers, resulting in a 30% boost in communication efficiency and productivity.--
Network and Security Administrator 01/2019 - 06/2019
Tobacco Sales Floor (TSF), Harare, Harare Zimbabwe
Industry: Agriculture
Network and security administrator during an internship.
• Efficiently resolved 95% of network and technical issues, leveraging a custom knowledge base of recurring problems. This strategic approach significantly reduced employee downtime by 60%, surpassing average help-desk response times. • Earned a promotion to the organization’s Head Office within just 6 months of starting as an intern, demonstrating rapid professional growth and recognition.--

Midlands State University 01/2017 - 12/2020
Gweru, Gweru, Zimbabwe
Degree: Bachelor's Degree
Major:Management Information Systems
Management Information Systems (MIS) is a challenging field of study focused on integrating computer-based information technology solutions and business processes to meet the information needs of businesses and other enterprises.Students majoring in MIS receive a comprehensive education in design, analysis, development and management of computer-based information systems. They also are educated in the fields of management, marketing, economics, accounting and finance. Students learn to apply the managerial and analytical skills required for success in 21st-century organizations