Customer Service Management

MUSEKIWA MUSINDO

NO. ****, Extension *, Cosmo City, Randburg, ZA

Mobile: +27-844******; +27-837******

Email: **********@*****.***

DESKTOP SUPPORT TECHNICIAN

Dynamic and resourceful desktop support professional, recognized for top technical support performance in

a windows based desktop operating systems, hardware components and IT network peripherals.

CAREER PROFILE

• Providing technical hands on capabilities with: installation and configuration, remote monitoring,

helpdesk customer service tech support, maintenance and troubleshooting.

Technical Knowledge

• Switches, Routers and firewall configuration

• Hardware and software troubleshooting

• Windows server 2008R2,2003 Installation and configuration

• Active directory Configuration and maintenance

• Windows XP, 2000, 7 and 8, Ms Office

• TCP/IP, VPN, DNS, DHCP Configuration

• Access permissions and Antivirus

• Backups and Disaster recovery

Core Competence

• Over 7 years of progressive experience in the field of Information Technology, with a concentration in

Desktop support.

• Highly motivated, detailed oriented, and professional with a positive attitude and a focus on

excellence.

• Effectively prioritizes goals and performs under short deadlines to increase productivity without

sacrificing quality.

• Provide technical support to staff and customers by responding and following up on internal and

external customer support problems.

• I have a very successful track record of troubleshooting complex computer problems.

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• Strengths include the unique ability to adapt to new and changing environments by utilizing

advanced management, and technical advancement.

PROFESSIONAL WORK HISTORY

Transguard Group LLC, Dubai Airport Free Zone, Dubai, UAE

Sep 2008 Nov 2013

Desktop Support Technician

• Installed, configured, and maintained the functionality of company desktop systems, together with

peripheral appendages and software.

• Kept in constant touch with venders to resolve problems as quickly as possible.

• Provided computer system support to both staff and customers,

• Ran regular checks, tests, and tracking procedures to prevent or identify problems.

• Instructed employees on extending life of computer system through proper use.

• Performed routine maintenance on all user accounts, data, files etc.

• Installed or advised installation of upgrades to prevent malfunction.

• Supported assets and inventory management for a diverse set of Data centre Operations, Network

equipment and Office environment. Established and managed the policies, processes, and

procedures for the HP Asset Management Tool.

• Reconciled all program assets against expected hardware list and Purchase Order (PO). Ensured

proper tracking of assets for all seats to include – Data Centre equipment, Laptops, Desktops,

Printers & Copiers, Fax machines some licenses and maintenances agreements, throughout their

lifecycles.

• Conducted quarterly audits against inventory and assets records. I worked closely with other team

members within the organization and with the asset management group. I also have a complete

understanding of technical principles, theories and concepts in the information technology field.

• I provided local Desktop Support via phone and/or in person to users in the areas of standard

Windows Desktop Hardware and Software applications.

• Instrumental in capturing the financial information about the hardware life cycle which aided the

organization in making sound business decisions based on meaningful and measurable financial

objectives.

Rifterx Enterprises, Belvedere, Harare, Zimbabwe

June 2003 July 2008

IT Support Specialist

• Conceptualized and implemented a major computer upgrade of 30 work stations and the LAN

infrastructure, replacing 97% of the existing hardware and software and accommodating wireless

users, for this mid sized church with 800 members.

• Worked closely with the IT committee chairperson to develop department budget, and managed the

organization’s Audio Video equipment.

• Pulled all types of inside Cat 5 Ethernet cables, including coaxial and, telephone cables to

accommodate computer systems, telephone systems and Audio Video equipment.

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• Accomplished the installation and configuration of the operating system, network services, the

workstations and the LAN one month ahead of schedule and well below cost expectations. Received

Board recognition for quality of work and superior service.

• Assisted with the coordination and management of IT Help Desk support services for Tier II support.

• Troubleshoot and resolve problems, properly dispatching issues to the suitable support team.

• Act as liaison between the Tier I and Tier III support teams to ensure proper ticket management and

resolution. Considered point person as the on site Helpdesk Technician to resolve computer

hardware, software, printer and network problems.

• Recognized by Upper Management as part of the team that created, implements and managed the

Helpdesk Knowledge Database

EDUCATION & TRAINING

BSc. in Computer Science Engineering University of Zimbabwe (1999)

PC Maintenance & Servicing University of Zimbabwe (2003)

Diploma in Ecommerce & Webpage Design BCI UK(2002)

Diploma in PC Specialist INTEC College RSA (1998)

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