TAWANDA PARADZA
Harare,-www.linkedin.com/in/tawandaparadza
Experienced IT Support Specialist with a strong background in troubleshooting, hardware/software installation,
and network maintenance. Demonstrated ability to enhance system performance, reduce downtime, and
improve user satisfaction through proactive solutions. Adept at identifying and resolving technical issues
efficiently, ensuring smooth operations and optimized IT environments. Seeking to contribute my expertise and
problem-solving skills to a challenging IT Support Specialist role, where I can support organizational objectives
and drive continuous improvement.
CAREER EXPERIENCE
IT Support Specialist (March 2022- December 2024) EP Electronics Systems, Harare, Zimbabwe
Deployed security patches and updates across 5 servers and 60+ Windows machines, mitigating
vulnerabilities and maintaining a secure IT environment.
Implemented a streamlined hardware inventory management system, systematically cataloging
and tracking company devices, reducing lost equipment by 25%.
Efficiently resolved over 60 weekly printer and system support tickets, achieving a 96%
customer satisfaction rating and earning 'Employee of the Quarter' recognition.
Designed and configured a wireless network for a small insurance sales company, completing the
project 10% under budget and ahead of schedule.
Developed and delivered IT training workshops for employees, enhancing productivity and
optimizing the use of software tools across the organization.
Introduced a comprehensive data backup and recovery system, reducing the likelihood of data loss
incidents by 80% and improving business continuity.
IT Technician (April 2021- March 2022) Information Relay Systems, Harare, Zimbabwe
Spearheaded the implementation of FreshDesk, optimizing support request tracking and resolution
processes, which reduced response times by 40% and boosted user satisfaction.
Conducted in-depth root cause analysis of system-wide application errors, successfully developing
and deploying 10+ permanent fixes to improve system reliability.
Managed and maintained hardware performance, network connectivity, and software updates for
200+ desktops and laptops at Metro-Peech and Browne Wholesalers, ensuring seamless
operations.
Led a comprehensive computer system upgrade across the warehouse, improving overall system
performance by 5% through efficient project management and execution.
Enhanced network performance by 20% through strategic monitoring and application prioritization
via Sophos, optimizing bandwidth and network reliability.
Trained 15 junior employees on troubleshooting techniques and core company operations,
strengthening team efficiency and fostering a culture of continuous improvement.
SKILLS
Technical Support:
Helpdesk Support, Ticketing Systems (Service Now,
Zendesk, FreshDesk)
Hardware Diagnostics & Repairs
Remote Desktop Support (RDP, TeamViewer,
AnyDesk)
Active Directory Management (User Accounts,
Group Policies)
Printer & Peripheral Support
Networking & Infrastructure:
TCP/IP, DNS, DHCP, and VPN Connectivity
Network Troubleshooting & Optimization
Firewall Administration & Security (Sophos)
Cisco Switches & Routers Configuration
Operating Systems & Platforms:
Windows (Professional, Enterprise, Server (2016, 2019,
2022)
macOS (Advanced Troubleshooting, System Admin)
Android/iOS Mobile Device Management (MDM)
Software & Tools:
Office 365 (Admin Center, Exchange Online, Teams,
OneDrive)
Azure Active Directory & Cloud Management
Sophos Antivirus & Endpoint Protection
Microsoft Exchange Server Support
Additional Skills:
Data Backup & Disaster Recovery Solutions
IT Documentation & Knowledge Base Management
Customer Service & User Training
SLA (Service Level Agreement) Compliance
Team Collaboration
EDUCATION & CERTIFICATIONS
Google Cybersecurity Certificate (2023) Coursera
Google IT Support Professional Certificate (2023) Coursera
MacOS for IT administrators (2022) LinkedIn
Troubleshooting Common PC Issues for Users (2022) LinkedIn
Windows for IT Support: Advanced troubleshooting (2022) LinkedIn
Windows 10: Administration (2022) LinkedIn
Advanced Cisco Routing: OSPF (2022) LinkedIn
Firewall Administration Essential Training (2022) LinkedIn
Windows Server 2022: Implementing Group Policy (2022) LinkedIn
CISCO CCNA- (Cisco Certified Network Associate) (2020) Trust Academy, Harare, Zimbabwe
