Shirley Gwenzi

SHIRLEY GWENZI Contact- Education 2.2. (Hons) Degree in Business Management & Information Technology Objective Highly self-motivated and dedicated professional with over eight years of combined experience in Information Technology and Business Management. Known for a strong work ethic and commitment to excellence, consistently delivering results and exceeding expectations. Possesses a solid background in IT operations, project management, and strategic business planning, with a proven ability to drive success in dynamic environments. Work Experience Catholic University in WAER SYSTEMS - Jan 2023 - Dec 2023 (Remote ) Zimbabwe SYSTEM SUPPORT & IMPLEMENTATION SPECIALIST 2007: Advanced Level- 3 ● Was involved in managing incoming emails and tickets,also any social media Subjects (ZIMSEC) inquiries. ● Would also handle phone calls from customers also Identifying and assess 2005: Ordinary Level- 9 customers’ needs to achieve satisfaction Subjects (ZIMSEC) ● Was also involved with Handling customer complaints,troubleshooting, providing appropriate solutions and alternatives within the time limits; and following up to ensure the resolution ● Would keep records of customer interactions, process customer accounts, and file documents ● Follow communication procedures, guidelines, and policies ● Take the extra mile to engage customers ● I was involved in Installing , configuring and troubleshooting software products and helping customers understand how the technology functions ● Understanding and troubleshooting company products, services and systems. ● I would would work with clients to install and customize products to user needs. ● Determining and review project and client consultation budgets. ● Coordinating product needs between clients and company team members. ● Would customize the client system to suit their individual needs, which typically involved importing pre-existing client data, designing custom interfaces, modifying metrics, and creating customized reports. Implementation specialists also demonstrate the system and its features. ● Maintaining project economics while maintaining flexibility for unanticipated issues. ● I would analyze complex ideas or proposals and build a range of meaningful recommendations. ● Using data and insights to inform conclusions and support decision-making. ● I was involved with working and counseling with client on system and service configuration efforts, product adaptation and business best practice solutions. ● Provide both large group and individualized training and coaching in support of basic and advanced skills. ● Organizing and leading training activities, ongoing site coordination, facilitate conference calls and meetings, data collection, and report writing. ● Oversee formal hand-off of system and operational services to other departments/clients. ● ● ● ● ● ● ● Proactively gathered information to understand customer needs, and appropriately set expectations with the customer. Developed a point of view on key global trends and how they impact clients. Created a positive environment by monitoring workloads of the team while meeting client expectations and respecting the work-life quality of the team members. Performed analysis, set-up, testing and validation for various projects while ensuring steller service while minimizing financial exposure. Effectively communicate with all business partners ensuring appropriate and timely updates to any potentially impacted group or individual. Review and verify documentation for compliance and operational accuracy, audit plan design for inefficiencies. Build and maintain client relationships throughout consulting engagements and ensure customer satisfaction. IT TECHNICAL SUPPORT E78 PARTNERS SOLUTIONS ......USA (Remote) 2022-Dec 2022 ● Creating, updating, and closing tickets. ● Was the first response to all support requests through all channels: phone, webtickets, email requests, and walk-ups. ● Performing initial triage and troubleshooting of all tickets across all knowledge domains. ● Resolving all tickets within scope through the use of experience, knowledgebase, or peer collaboration. ● Escalate or assign tickets to appropriate resources with complete documentation of ● all actions and steps taken in any attempt to resolve. ● Record all outages within the ticketing system and send communications as appropriate. ● Provide basic “how-to” training to end users. ● Manage deployment and recovery of IT equipment. ● Maintain a record of knowledge/solutions within a structured knowledge base. ● Validate employee compliance with policy and procedures during all tasks, taking action, reporting, or escalating as necessary. ● Troubleshooting issues from inception to resolution, escalating tickets as needed ● Troubleshoot issues that may have been caused by firewall, proxy, or antivirus software. ● Supporting desktops/laptops, Ipads/Macbooks/Iphones, peripherals (scanners, printers, etc.), Chromebooks/chrome box ● Ensuring prompt service response through the monitoring and management of the intake of all incidents and support requests through all accepted channels (phone, email, ticket system/web portal, walk-up). ● Determines impact and urgency of an incident and support request to determine priority. ● Conducting initial triage/troubleshooting on a wide range of technology issues. ● Escalates unresolved requests and incidents to higher tiers. ● Provides deskside support. NANOSOFT SOLUTIONS IT SUPPORT OFFICER January 2017 – DEC 2021 Key Responsibilities Included: ● Installing and configuring computer hardware, operating systems and applications ● Monitoring and maintaining computer systems and networks ● Troubleshooting system and network problems, diagnosing and solving hardware or software faults ● Providing technical support, including procedural documentation and relevant reports ● Repairing faults and setting up a systems ● Supporting the roll-out of new applications ● Setting up new users' accounts and profiles and providing I.T support ● Ensuring that solutions are provided within agreed time limits to call-outs ● Establishing good rapport with customers and other professionals, such as software developers. STANBIC, Harare, Zimbabwe | CUSTOMER SERVICE ASSISTANT | March 2012 - Dec 2016 - Part of the team that pioneered the Finacle system. - Facilitated training, worked with auditors, provided information to customers, and resolved challenges. - Handled tasks related to bank statements, account opening, ATM cards, and customer registration. SKILLS, TRAINING, AND DEVELOPMENT -Microsoft OS ,MAC OS,LINUX - Microsoft 365, Azure, Gsuite - ZENDESK, Salesforce, Anydesk, Freshdesk, NINJA, BMS, SAP, AWS - JavaScript, HTML Programming, Postman, Pgadmin, Putty server