VIMBAI MUGOGOCHI
IT Support Engineer
14197 Griffin Rd, Gunhill, Harare | - |-|
linkedin.com/in/vimbai-mugogochi-
PROFESSIONAL SUMMARY
Proactive IT Support Engineer with 3+ years experience delivering technical support and
infrastructure maintenance to over 200 users. Adept at resolving 95%+ of support tickets within
SLA using Microsoft 365, Active Directory, and remote access tools. Proven track record of
reducing network downtime by 40% and cutting IT costs by 15%. Certified in ITIL v4 with a
focus on service delivery, compliance, and performance optimization.
KEY SKILLS & TECHNICAL PROFICIENCIES
Technical Support: Helpdesk Management, Troubleshooting, Incident Resolution, SLA
Adherence
System Administration: Active Directory, Windows Server -), Microsoft 365,
Exchange
Networking: TCP/IP, DNS, DHCP, VLAN, VPN, Router/Switch Configuration, Firewall
Management
ERP & Tools: SYSPRO 7/8, OTRS Helpdesk, Microsoft Visio, Project, ESET Antivirus, VoIP
Remote Support: ANYDESK, TeamViewer, Zoom, Skype for Business
Hardware: Laptops, Printers, CCTV (HP, Dell, Lenovo, Apple)
Certifications: ITIL v4 Foundation
Soft Skills: Problem-Solving, Customer Service, Communication, Documentation, Team
Collaboration
PROFESSIONAL EXPERIENCE
IT Support Assistant
RioZim Ltd – Harare, Zimbabwe
Dec 2023 – Present
Resolved 95%+ of support tickets within SLA, improving uptime and minimizing service
interruptions for over 200 users.
Reduced network downtime by 40% by optimizing firewall rules, VLAN setup, and
switch configurations.
Streamlined ICT inventory and procurement tracking, reducing order delays by 25% and
improving asset availability.
Cut annual IT expenses by 15% through effective vendor negotiation and hardware
lifecycle planning.
Provided remote user support using ANYDESK and Skype for Business, achieving a
90% first-call resolution rate.
Conducted internal IT audits and implemented compliance measures, increasing policy
adherence by 35%.
Managed VoIP systems and Microsoft 365 provisioning, maintaining 99.9% uptime and
smooth user onboarding.
IT Support Graduate Trainee
RioZim Ltd – Harare, Zimbabwe
Dec 2021 – Nov 2023
Delivered Tier 1 technical support to 200+ end users, resolving 95%+ of tickets within
SLA.
Administered Active Directory accounts and user access, reducing identity-related
incidents.
Played a key role in SYSPRO ERP upgrade, cutting user input errors by 30% and
improving transaction efficiency.
Improved wireless and LAN infrastructure, reducing complaints by 20% and boosting
throughput.
Performed daily backups and tested recovery protocols, ensuring business continuity.
Authored IT documentation and internal user guides, lowering helpdesk volume by 10%.
Supported executive teams with live event tech setups, maintaining zero-disruption
standards.
EDUCATION & CERTIFICATIONS
BSc (Hons) in Computer Science
National University of Science and Technology – Oct 2021
ITIL 4 Foundation Certificate - Aug 2023
LANGUAGES
English – Fluent
REFERENCES
Available upon request
