To impart knowledge, initiative, experience and skills in a progressive organization and to contribute effectively and efficiently towards the fulfillment of its set goals. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Enthusiastic and customer-focused Support Officer initiates and identifies action and analyzes options to facilitate service improvement. Demonstrates strong information management skills and proficient knowledge of applications to present information in wide range of formats with excellent attention to detail.
Overview
15
15
years of professional experience
1
1
Certification
Work History
ICT Support Officer - Business Support Systems
Road Transport and Safety Agency (RTSA)
01.2013 - 02.2023
Was team member in the development of the electronic Zambia Transport Information System (e-ZamTIS)
Developed and facilitated to review source code for the purpose of meeting functional requirements.
Actively participated to projects and programs of work that contributed to the effective development, delivery and maintenance of ICT services.
Scheduling of departmental meetings and trainings.
Proactively prepare daily, weekly and monthly reports of all major activities within the ICT department
Responsible for managing processes and error corrections on database Systems.
Participated in ongoing professional development opportunities to stay current with industry trends and best practices, ensuring top-quality service delivery at all times.
Provided remote assistance to customers using screen sharing tools, ensuring efficient issue resolution.
Created, prepared, and delivered reports to various departments.
Contributed ideas for improving the support process during team meetings, resulting in significant workflow enhancements.
Enhanced team productivity, providing guidance and assistance to junior Support Officers when needed.
Balanced multiple priorities effectively by utilizing strong organizational skills and proactive task management techniques.
Improved customer satisfaction by addressing and resolving support issues promptly and professionally.
Facilitated seamless transitions during system upgrades or migrations through clear communication and user education efforts.
Managed approximately over 30 incoming calls and emails per day from system users while maintaining exceptional quality of service and professionalism at all times.
Prepared reports to assist business leaders with key decision making and strategic operational planning.
Reduced resolution time with thorough problem analysis and timely escalation to appropriate departments.
Actively participated in departmental initiatives aimed at continuous improvement within the support function environment.
Maintained detailed records of customer interactions, ensuring accurate information is available for future reference.
Served as a reliable point of contact between clients and specialized teams within the organization, streamlining communication pathways effectively.
Conducted regular training sessions on new products or services to stay current with industry developments.
Safety Data Entry Clerk
Road Transport and Safety Agency (RTSA)
10.2011 - 12.2012
Participated in continuous improvement initiatives aimed at enhancing efficiency within the department.
Automated repetitive tasks using appropriate software tools, reducing time spent on manual data entry significantly.
Expedited document processing by accurately scanning, indexing, and filing paperwork for easy retrieval when needed.
Ensured seamless transition during system upgrades by diligently learning new software applications and processes.
Contributed to a positive work environment by maintaining open lines of communication with colleagues and supervisors.
Reduced errors in data entry by consistently double-checking inputted information against source documents.
Increased data accuracy by meticulously entering and updating information in the company database.
Assisted in training new employees, ensuring they quickly became proficient in their roles as Entry Clerks.
Data Associate
Centre for Infectious Disease Research in Zambia (C.I.D.R.Z)
10.2007 - 09.2011
Organized and managed all data quality control efforts at the clinic to ensure quality control was conducted routinely and efficiently
Reviewed and corrected the Monthly Data Problem List in a timely manner and follow up any other data quality queries as requested
Assisted in data quality control and improvement exercises and respond to queries from program coordinator and make corrections to data as indicated
Actively engaged clinical staff to prevent data quality problems and bring clinical data issues to the attention of the program coordinator
Performed data analysis and report compilation at the health facilities on all required indicators
Produced routine indicator reports and charts using the template provided
Conducted data audits on all program indicators
Assisted in database development by providing feedback for improvements in new versions and assist in testing new versions
Ensured all ICT equipment was working properly at the site
This includes making sure the network is working properly, and all users are able to connect to the database, maintain computers at site
Performed routine data quality checks to ensure all information was entered, by comparing Zambia Electronic Perinatal Records System registers against written registers and other paper documents
Any other duties/responsibilities that may arise that are requested by CIDRZ management to fulfill the needs of the organization.
Education
MBA -
University of Zambia
Zambia
12.2020
BSc (Hons) Computer Science -
Greenwich University
England
12.2014
IMIS Higher Diploma -
Copper Belt University
Zambia
12.2008
IMIS Diploma -
National Institute of Public Administration
Zambia
12.2007
Skills
Troubleshooting
Quickly learn new technologies
Support Services
Technical Support
Data Management
Data Entry
Business Processes
Document Management
Communications support
Technical support expertise
Certification
COBIT 5 Foundation – APMG International
Microsoft Exchange Server 2013 - Techno Brain, Lusaka
Oracle Fundamentals – Techno Brain, Zambia
Oracle Reports Developer – Astute Solutions
Monitoring and Evaluation – University of Zambia
Attributes
A competent professional who is a team player that’s result oriented and highly motivated and maintains high standard of accuracy in assignments, effective with both oral and written forms of communication.
A fast learner that is able to work even under pressure, welcomes challenges, able to build, maintain and manage targets with serious aggression for results.
A team player that openly accepts corrections and considers them as learning opportunities and able to easily adapt to change and work with different people with different ethnic and cultural backgrounds for effective work and meeting of organizational objectives.
Exceptional good time management, interpersonal relations, presentation and organizing skills that would greatly be beneficial to the organization willing to utilize them.
Personal Information
Title: ICT Applications Support Officer
Date of Birth: 01/27/86
Gender: Female
Nationality: Zambian
Timeline
ICT Support Officer - Business Support Systems
Road Transport and Safety Agency (RTSA)
01.2013 - 02.2023
Safety Data Entry Clerk
Road Transport and Safety Agency (RTSA)
10.2011 - 12.2012
Data Associate
Centre for Infectious Disease Research in Zambia (C.I.D.R.Z)
10.2007 - 09.2011
MBA -
University of Zambia
BSc (Hons) Computer Science -
Greenwich University
IMIS Higher Diploma -
Copper Belt University
IMIS Diploma -
National Institute of Public Administration
COBIT 5 Foundation – APMG International
Microsoft Exchange Server 2013 - Techno Brain, Lusaka
Oracle Fundamentals – Techno Brain, Zambia
Oracle Reports Developer – Astute Solutions
Monitoring and Evaluation – University of Zambia
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