Service Desk Business Operations
Resume:
Bupe Mvula
*B ZAVERY BUILDING
**th AVE / H. CHITEPO
BULAWAYO
ZIMBABWE
Cell : +263-***-***-*** or +263-***-***-***
e-mail : ********@*****.***
SUMMARY OF QUALIFICATIONS:
Results and customer oriented professional with over 25 years of experience in ICT field.
Comprehensive experience in Telecoms, Networking, Security, Internet, Hardware and Software design, installations and support.
Skilled in proactive identification, diagnosis and resolution of critical systems and network issues and providing above 99% uptime using a Service Desk system.
Dedicated, hard-working individual with effective communication skills to work at all levels in an organization.
Excellent ability to work in both individual and team environments.
User training on ICT applications and equipment usage.
Fast learner, willing to research and learn new technologies and concepts. Successful in meeting new technical challenges and finding solutions to meet customer needs.
Ability to align ICT to business needs.
TECHNICAL EXPERTISE:
Operating Systems : Microsoft Windows 11, Server 2022, Ubuntu and Red Hat Linux
Software : MS Office 2019 and 365, NAV Dynamics, Syspro, Eset & Sophos Antivirus
Hardware : Cisco routers, switches, desktops, laptops, tablets, servers and printers
Networking/Telecoms : LAN, WAN, TCP/IP, IP routing and switching, Internet and Security
: VPNs, VLANs, VSAT, 4G, Starlink, Wi-Fi, firewalls and VoIP C EHv7
2
PROFESSIONAL EXPERIENCE:
THATHILE INVESTMENTS – Bulawayo HQ
IT Manager 2023 - current
Managing all ICT issues for the organization with about 100 users
Designing, Installation, optimization and maintenance of efficient Sophos based LANs and WANs
Hardware and software support for Desktops, PBX, laptops and servers (Linux and Windows)
Software support for Sage 200 Evolution ERP
Maintaining ICT security, asset register and vendors. TURNALL HOLDINGS LIMITED – Bulawayo Plant
IT Administrator 2019 - 2023
Alignment of Turnall Holdings business operations to current ICT technological developments.
Designing, Installation, optimization and maintenance of efficient CISCO based LANs, WANs and Internet service for the Byo Mutare and Hre plants with about 150 users.
Hardware and Software procurement, installation,support and maintenance for PCs,Servers,laptops, routers, switches, printers, VoIP, PBX, handsets, smart phones, tablets and thin clients.
User accounts creation, modification and deletion as per request on Windows and Linux servers.
ICT Security Penetration Testing, Vulnerability Assessment and Awareness training.
FreshDesk Service Desk management to provide first line support plus user training and management.
Vendor SLAs management and managing an Asset Register for all equipment and documentation. TRUST ACADEMY – Bulawayo Campus
ICT support and Lecturer 2015 - 2018
ICT support (Networking, Hardware and Software)
Lecturer for Midlands State University courses : Telecoms and Networking Diplomas, CEH and Linux DELTA BEVERAGES - Delta ICT Harare and Bulawayo Plants, Zimbabwe. ICT Specialist – Networks 1999 - 2014
Alignment of Delta Beverages business operations to current ICT technological developments.
Designing, Installation, optimization and maintenance of efficient CISCO based LANs, MANs, WANs and Internet service for the entire Delta Beverages Southern Region for 30 sites.
Hardware and Software procurement, installation, support and maintenance for PCs,Servers,laptops, routers, switches, printers, VoIP, PBX, handsets, smart phones, tablets and thin clients.
User accounts creation, modification and deletion as per request on Windows and Linux servers.
ICT Security Penetration Testing, Vulnerability Assessment and Awareness training.
Periodic updating of ICT policies and guidelines for the business and vendor SLA management
Service Desk management to provide first line support plus user training and management.
Managing an Asset Register for all equipment and documentation. TELONE (formerly PTC) - Data Centre, Bulawayo, Zimbabwe. Data Communications Technician 1995 - 1999
Troubleshoot and repaired faulty analogue and digital electronic equipment
Configured and operated Switching, Transmission and Data Network systems equipment.
Designed, installed and maintained high speed Data circuits : Leased Lines, Dial-Ups, Packet Switched and Circuit Switching, Frame-Relay and Internet, LANs and WANs for customers
Installed, configured and maintained PCs and Servers plus related operating system and applications software. Platforms: Windows NT, UNIX and Solaris operating systems. 3
PROFESSIONAL QUALIFICATIONS & TRAINING:
Google IT Support Professional Certificate Google ● 2025
Linux Foundation Certified IT Associate (LFCA) The Linux Foundation ● 2023
Computer Networks Course Huawei Talent Online ● 2022
NSE 1 & 2 Network Security Associate Fortinet NSE Training Institute ● 2021
Learning Ubuntu Linux Server Linux Academy ● 2015
ITIL Foundation APMG-International ● 2013
Certified Ethical Hacker (CEH) EC-Council ● 2011
Management Development Program (in-house training) Mandel Training Centre 2009
Technical PC Skills (A+) Academy of Learning 2007
Certificate in Supervisory Management Zimbabwe Institute of Management 2005
Basic Networking Levels 1 and 2 Academy of Learning 2004
Advanced Diploma in Telecommunications & Electronics Engineering City & Guilds 1998-2003
Network Technicians Course (Network+) Academy of Learning 2001
Telecommunications Technician Diploma TelOne Technical College 1995-1997 Current career enhancements : Cisco, Linux, Microsoft certifications and Project Management. PROFESSIONAL MEMBERSHIPS:
IEEE and IEEE Computer Society – membership no. 91268781
ACM (Association for Computing Machinery) - membership no. 5630673 HOBBIES:
Astronomy, listening to music, nature touring, playing soccer and basketball REFERENCES :
Mr Joseph Shenjere Mr Stewart Masimirembwa Mr Godwishes Simbanegavi Networks Manager Projects Mgr, eLearning Solutions ICT Head Delta Beverages, DDC, AIBST, 1st Floor, Bio Park Phase 2 Trust Academy Graniteside, Harare. The Innovation Hub, Pretoria, SA 3rd Floor, Haddon and Sly, Bulawayo. Cell : 077*-***-*** Cell : +27-76-966-**** Cell : 077*-***-*** e-mail : *.********@*****.**.** e-mail : *******@*********.**.** email: *********@************.**.**
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