Information Technology IT Operations
Resume:
Pauline Mupotaringa
Personal details
Email address
*****************@*****.***
Phone number
Address
Snake Park
linkedin.com/in/pauline-
mupotaringa-45821534a
Profile
A results-oriented IT Executive with over 15 years’ experience in ICT management across humanitarian and private contexts. Currently serving as Head of TEC for the UN World Food Programme Zimbabwe, leading digital transformation, ICT strategy, and complex technology projects. Adept at aligning ICT solutions with business goals, managing high-performing teams, and ensuring regulatory compliance. Proven expertise in ICT infrastructure, data security, cloud technologies, and digital service delivery, with demonstrated success in the financial services environment.
Employment
IT Operations Officer - Head of TEC Jul 2022 - Present UN World Food Program, Harare
Team Leadership & IT Operations Management:
Leads an 8-member multi-disciplinary team managing IT infrastructure and operations for the Zimbabwe Country Office, ensuring smooth service provisioning.
Collaborates with senior management to align IT solutions with the 2G Country Strategic Plan, providing technical advisory in local committees. Coordinates Business Information Systems (BIMs) implementation across field offices, ensuring timely execution of SCOPE to support the programmes in the country office.
Drives the Country Office Global Assurance Project as the Identity Management (IDM) CO focal point person, thus leading the implementation of measures to address the IDM gaps identified.
Facilitates the development and review of Standard Operating Procedures for business processes requiring IT input.
Guides analytics and data visualization functions to improve data quality, automated reconciliations, and anomaly detection.
Directs the automation of reconciliation through the implementation of DATS to support cash-based reconciliations.
Ensures that various digital solutions or platforms are interoperable and coherent with each other in a way that ensures coordinated programming, both internally for WFP programmes and externally with other key agency systems and programmes including UNHCR for joint refugees support ensuring adherence to the existing Data sharing agreement. Engages with UN agencies, government bodies, and NGOs to support digital assistance services, including the development of an Integrated Social Protection Management Information System (ZISO). Collaborates with other UN agencies, the World Bank and the government in the design, development, testing and adoption of a social registry. Oversees IT service delivery, ensuring high-quality technology solutions, infrastructure management, and risk mitigation.
Translates WFP units' needs into clear, innovative digital solutions and contribute to product development lifecycle as a technical input provider. Drives the TEC work plan formulation, budget review, and quarterly performance assessments to optimize service delivery and meet strategic goals.
Head of TEC - TDY Apr 2024 - Jun 2024
UN World Food Program, Beirut
This was a 3 months long temporary duty assignment with the Lebanon Country Office.
Key Achievements during Temporary Duty Assignment in Lebanon: Led a multi-disciplinary team of 10, overseeing IT operations and project management at the Lebanon Country Office.
Partnered with senior managers to align IT service delivery with business priorities, achieving major milestones in solution implementation and service delivery.
Spearheaded the deduplication and assistance coordination project, leading engagements with HQ to resolve delays, securing Architectural Board approval, and initiating solution development. Delivered cost savings of $126,000 annually by integrating RapidPro with ABICO instead of more expensive alternatives, meeting audit recommendations and ensuring compliance.
Secured an approved and tested Disaster Recovery Plan, and improved team performance through strategic staff management, boosting commitment and problem-solving capacity.
Business Transformation Officer- Digital
Assistance Services
Mar 2016 - Jul 2022
UN World Food Program, Harare
IT Support & Program Implementation:
Provided training to WFP staff,cooperating partners and financial service providers on the SCOPE platform, developing comprehensive registration and distribution support plans for full district coverage. Led timely implementation of SCOPE across various Zimbabwe Country Office activities and oversaw upgrades to new software releases, including feature testing and user training.
Overall responsibility of digitalization of transfers delivery to beneficiaries using digital solutions (SCOPE in particular) for cash-based transfers, commodity voucher and in-kind assistance interventions. Supported the Country Office in selection of proper delivery mechanisms as required based on the type of modality and transfer mechanism. Supported setting up of assistance interventions for cash-based transfers, commodity vouchers and in-kind assistance in SCOPE in close consultation with field offices.
Digitalized reconciliations for direct cash interventions with various financial service providers in SCOPE.
Supported Country Offices in reconciliations and settlements of retailers and financial service providers and investigate any issues or discrepancies in the invoices.
Led the design and development of an android mobile application used to distribute remittance based Mukuru voucher numbers for the Tongogara Refugee Camp caseload.
Led the implementation of privacy and security measures to guarantee the confidentiality, integrity, and availability of SCOPE data by rolling out the NEST platform for all Financial Service Providers. Actively participated as a technical advisor in the system design of the Ministry of Public Service, Labour and Social Welfare's Management information system design and development.
Planning & Forecasting:
Configured SCOPE training environments for demonstrations and coordinated ICT assessment schedules for Cash-Based Transfers Working Group activities.
Managed SCOPE inventory and facilitated procurement planning for IT equipment needed for activity implementations, ensuring timely replenishment.
Contributed to the ICT work plan, compiling monthly reports for timely submission.
Budgeting & People Management:
Assisted the Head of IT in budget formulation and review for the functional unit.
Trained new staff on SCOPE processes and provided ongoing training as needed, delegating roles to foster team participation and support. IT Officer Dec 2008 - Mar 2016
CARE International in Zimbabwe, Harare
Served as IT Focal Point for the Zimbabwe Country Office, overseeing all IT projects in the Annual Operation Plan and budget management. Managed service provider relationships, contracts, and SLAs to ensure effective service delivery.
Collaborated with IT heads across CARE Canada countries for HQ-led IT initiatives.
Developed and maintained the organization's IT disaster recovery plan, ensuring business continuity.
Led daily system backups, restores, and maintained backup logs, along with server room and infrastructure monitoring.
Provided technology recommendations and user support, troubleshooting network issues and maintaining CARE LAN documentation. Configured Cisco routers and managed WAN traffic, while training users and supervising IT interns.
Spearheaded IT procurement processes and delivered basic IT user training.
IT Support Specialist Jan 2007 - Dec 2008
Delta Beverages Pvt. Ltd., Harare
Provided second-line support for email, internet, desktop issues, and Syspro/Basis II users, resolving technical problems and escalating when necessary.
Monitored network availability across the company domain and troubleshot hardware/software issues.
Configured email accounts, performed password recovery, and built network cables.
Conducted internal audits for Sparkling Beverages Systems (ISO 9001: 2000, 14001), verifying evidence, examining records, and ensuring compliance.
Achievements
1. Payment Instrument Tracking System Rollout (Jan 2024): Led the rollout of a secure digital system for managing and distributing SCOPE cards across all WFP programmes in Zimbabwe.
2. New Office Installation (May – Aug 2023): Spearheaded the IT infrastructure setup for the new WFP Zimbabwe Head Office, including network infrastructure, VSAT installation, and radio room setup. 3. SCOPE Implementation (Jan 2017 – Present): Served as the technical lead for the implementation of the Beneficiary Information Management System (SCOPE), registering over 5.5 million beneficiaries across eight projects.
Education
Masters in Computer Science and Data
Science
Feb 2024 - Present
University of Wolverhampton
Project Management Professional (PMP) Aug 2021 - Oct 2021 Project Management Institute
Management of Business Administration Aug 2014 - Sep 2015 National University of Science and Technology, Harare Campus Bachelor of Science Degree in Computer
Science and Statistics
Aug 2003 - Jul 2006
University of Zimbabwe, Harare
Skills
Project Management
Leadership & Team Development
Critical thinking and problem solving
Business Intelligence & Data Analytics
Budget Planning & Vendor Negotiation
Digital Transformation & Innovation
ICT Strategy Development & Execution
Risk Management & Disaster Recovery
Languages
English
French
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