Pethias Chiseke
CEC Village, 21 Musasa St | - |-|
www.linkedin.com/in/pethias
EDUCATION
Information and Communication University
Bachelor of Science: Computer Software Engineering
Lusaka
Graduation Date: Aug 2018
WORK EXPERIENCE
Atlas Copco Industrial Zambia Ltd
Kitwe
IT Support Specialist
Jun 2020 - Present
• Successfully developed and implemented an 85% automated customer complaints management system for
Atlas Copco Industrial Zambia that resulted in significant improvements in customer complaints resolution,
efficiency, and customer satisfaction.
• Contributed to the team developing a new customer inquiry port that is automation and integrates Microsoft
Forms, Teams, and Outlook for easy processing of customer inquiries.
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Conducted regular IT training sessions for new hires and existing employees, keeping employees updated
with the trending technologies while improving their technical proficiency and reducing the number of
support requests by 60%.
Provided expert technical support to over 50 end users, resolving 95% of all IT issues within a turnaround
time of less than 24 hours.
Managed the implementation and deployment of SAP ERP system for Atlas Copco Industrial Zambia.
Spearhead cross-functional process integrations to ensure the successful integration of SAP systems with
other enterprise applications.
Developed and maintained comprehensive regional quality assurance PowerBI reports for the various KPIs.
Contributed in the procurement process for a new payroll system and lead the change wither the supplier.
Alviva Services
Systems and Services Engineer
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Installed and configured over 20 new employee workstations within a month, reducing the onboarding
process time by 40%.
Managed inventory of IT assets across all branches, reducing equipment costs by identifying underutilized
resources and reallocating to areas of need.
Assessed and resolved hardware and software issues for over 35 end users across 3 branches, resulting in a
90% decrease in system downtime.
SPAR Zambia Limited
IT Assistant
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Johannesburg
Jun 2018 - Apr 2020
Lusaka
Feb 2016 - Feb 2018
Implemented proactive server maintenance plan, reducing server downtime by 30% and increasing overall
store productivity.
Collaborated with cross-functional teams to troubleshoot and resolve complex technical issues, resulting in a
95% customer satisfaction rate.
Configured 50 printers and 50 scanners, reducing device downtime by 50% and increasing office efficiency
by 30%.
PROJECT EXPERIENCE
Atlas Copco Industrial Zambia Ltd
ServiceNOW Quality Assurance | Middle East and Africa Region
Kitwe
Jan 2023 – current
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Responsible for identifying, analyzing, and resolving quality issues in incident management processes.
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Conducting root cause analysis to identify the cause of user dissatisfaction and implemented preventive
measures.
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Collaborates with cross-functional teams to identify and resolve root causes of incidents.
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Tracks and reports on incident trends and metrics.
Atlas Copco Industrial Zambia Ltd
Company Lead | ACT! SAP Migration
Kitwe
Feb 2020 - Feb 2021
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Executed a comprehensive change management plan, resulting in a 90% adoption rate of new system
implementation across departments.
Managed a team of 8 Business key users (BKU) during the implementation process, providing coaching and
support that resulted in a smooth migration.
Alviva Services
Local Support | Active Directory Migration
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Kitwe
Jan 2019 - Oct 2023
Collaborated with cross-functional teams to successfully implement an Active Directory migration project,
resulting in a seamless transition for over 300 users across 5 countries.
Assisted other countries in their Active Directory migration process by providing comprehensive support,
resulting in a 75% increase in successful migrations.
Identified and resolved 60% of technical issues during the Active Directory migration, ensuring a seamless
transition for over 300 users.
SKILLS & INTERESTS
Skills: Application Support | Incident Management | Azure Active Directory | Technical Support | Data Analytics |
PowerApps Automation | PowerBI
REFERENCES
Michael Musenge
Country Manager | Atlas Copco Industrial Zambia Ltd
--Xavier O’Rayn
IT Team lead Africa | Atlas Copco Industrial SA (Pty) Ltd
--Chimwando Mucheleng'anga
Regional Service Delivery Manager | Axiz Services
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