Management Customer Service

ANTHONY KUNAKA PHONE: 908-***-****

**** */* ******* *****, Apt. 2B

Elizabeth, NJ 07201 Email: ********@*****.***

OBJECTIVE To obtain a position that supports the IT infrastructure, provides excellent IT service, implements

IT policies and procedures and be a productive resource assisting computer users.

TECHNICAL Platforms: Windows 98, Windows 2000, Windows XP, Windows Vista, HP-UX, Linux

Software: Microsoft Word, Microsoft Excel, Microsoft Power Point, Microsoft Outlook,

Microsoft Project, Outlook Express, Internet Explorer, QuickBooks

IT Certification – Comptia A+: In progress

PROFESSIONAL Youth Consultation Service, Newark, NJ 09/2009 – Present

EXPERIENCE IT Technician Help Desk Support

• Technical support for LAN, WAN, MS Windows and software applications

• Provide first central point of contact and assistance to users on the help desk.

• Install all software as required and deploy new IT equipment throughout the State.

• Provide system administration services for UNIX, Windows and other operating systems.

• Conduct software demonstrations of proposed application software and new initiatives.

• Provide advice and assist in selection of mission critical business software.

PROFESSIONAL B&M Consultants, Elizabeth, NJ / 1 Job Agency, Rahway, NJ 02/2009 - 09/2009

EXPERIENCE (Volunteer) Office Admin / Computer Support & Training

• Manage office and assist recipients of State Welfare / Unemployment in their job search.

• Teach computer basics to job seekers and assist them to write or update computer resumes.

• Provide administrative support to the Director of operations, management and other staff.

• Advise on setting up of a new computer training center and install computers and software.

• Provide computer support, set up systems, office procedures and systems administration.

Novell Inc., Harare, Zimbabwe Oct. 2007 - July 2008

IT Management Consultant / General Manager

• Technical support for pre- and post-sales of IT solutions, Novell software and IT services.

• Set up systems, procedures, and techniques for establishing and maintaining an up-to-date

customer base and detailed information as to past purchases and types of collectible wants.

• Conducted IT consulting services and selection of mission critical business software.

• Provided project management expertise in the implementation of various IT projects.

• Overall responsibility for operations and financial management and P&L for the company.

• Hire, train, and supervise activities of personnel in related support and service functions.

• Oversaw managers (marketing, systems engineers, customer education, administration and

finance) and directed sales, project management and systems engineering functions.

• Oversaw running of international exams and testing center for Practicum and Pearson Vue.

Pyramid Information Technology, Harare, Zimbabwe March 2002 - Oct. 2007

Managing Consultant

• Under the direction of Chairman of the Board, responsible for administrating, planning and

directing IT service delivery and support activities.

• Developed and conducted corporate strategy planning meetings.

• Overall responsibility for operations and financial management and P&L for the company.

• Directed three senior managers, six line managers and general oversight of 30 employees.

• Administered and directed marketing activities of the company.

• Conferred with senior management and recommended programs to achieve company

objectives including opening new markets and strategic alliances with SCO Group for

establishing a training center in the region.

• Company turned profit within two years of operation

BCP International (Barclays Bank), Harare, Zimbabwe Dec. 1999 - March 2002

IT Service Management and Security Manager

• Directed the management of IT service (based on ITIL principles), IT security and IT

operational risk services of the regional computer center in Africa to nine countries.

• Implemented the Help Desk Support and Data Recovery Center

• Reduced technical resolution turnaround time, both software and hardware as part of the

service improvement plan.

• Responsible for ensuring a proficient workforce, stable computer processing platform and

significantly reducing system downtime to enhance ATM uptime across the region.

• Oversaw technical support and administration of mission-critical systems, LAN / WAN

infrastructure running on UNIX / Linux / Windows platforms.

• Directed the conduct of internal IT audits, problem and change management to develop the

overall service improvement plans and collaborated with external auditors to conduct in-

depth compliance audits and penetration testing, presenting the results to senior

management.

• Instituted the Business Continuity Management function and set up the contingency center.

EDUCATION New Horizons Computer Learning Center, Iselin, NJ

Comptia A+ Technician

Union County Community College, Elizabeth, NJ

Customer Service and Sales

Foster Melliar, Johannesburg, South Africa

ITIL Service Management Foundation

Harare, Zimbabwe

Bachelor of Science, Computer Science Degree

Bachelor of Commerce, Business Studies Degree

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