Summary
Overview
Work History
Education
Skills
Troubleshooting Skills
Attributes
Timeline
Generic

Zanele L. Phiri

Warren Park 1,Zimbabwe

Summary

Assistant Systems Administrator with three years of experience in operating systems, hardware, and software, I have provided technical solutions and user support. Expertise in various operating systems such as Windows and macOS, as well as support ticketing systems like Microsoft 365 helpdesk and OS Ticketing. Proven track record of resolving 70% of tickets within SLA. Skilled in Windows OS, macOS, Active Directory, and Remote Desktop. Goal is to leverage comprehensive IT support capabilities to enhance system reliability, streamline processes, and improve end-user satisfaction at your company.

Overview

4
4
years of professional experience

Work History

Assistant Systems Administrator

ART Corporation
04.2022 - Current
  • Manage and maintain Active Directory, including user provisioning, group policies, and security settings
  • Troubleshooting network connectivity issues, resolved hardware and software problems
  • Configured Microsoft Office 365 services, including Exchange Online, SharePoint, OneDrive and Teams
  • Provided technical support to end-users, resolving issues related to hardware, software, and network connectivity ensuring consistent performance and availability, leading to a 30% increase in user satisfaction
  • Implemented and maintained IT security policies and procedures to protect sensitive data, therefore improving security posture and reducing vulnerabilities by 40%
  • Trained a team of 6 new employees on the company’s IT policies, improving compliance by 30%
  • Conducted security assessments and applied necessary patches, improving the overall security posture and reducing vulnerabilities by 40%
  • Upgraded hardware and software, conducted routine data backups leading to a 15% reduction in network downtime
  • Created a helpdesk ticketing system using Microsoft SharePoint and Microsoft lists improving efficiency by 15% and decrease in user complaints by 40%
  • Cyber security campaigns and awareness training for end users using Microsoft Defender, emails as well as attack simulation modules

Systems Administrator (Graduate Trainee)

Gweru City Council
03.2021 - 03.2022
  • Expedited critical software patch rollouts, reducing user downtime by an average of 20% across 120+ user endpoints
  • Authored weekly technical tip newsletters to users, which helped decrease the total number of simple, knowledge-related support requests by 18%
  • Administered routine system backups, effectively preventing data loss and enabling swift recovery of operations during two critical system outages
  • Follow Documented processes i.e
  • Implementing change control procedures
  • Investigate and respond to support requests via email, phone and remote-control software
  • Enhance support processes and procedures, resulting in a 94% end-user satisfaction rate
  • Research new technologies and provide training to staff across all departments to optimize productivity
  • Install, configure and manage laptops, phones, printers and other devices for 80+ employees

Education

Master of Commerce - Information Systems Management

Midlands State University
01.2021

Bachelor of Science and Technology Honors Degree - Information Systems

Midlands State University
01.2017

Skills

  • Microsoft Certified: Azure Administrator Associate (AZ 104)
  • Windows Server
  • Windows 10/11
  • Active Directory
  • Microsoft Office 365
  • SharePoint
  • Firewalls
  • Security Policies
  • OS Issues
  • Network Diagnostics
  • Hardware Failure Analysis
  • Software Conflict Resolution
  • Remote Support Tools
  • Ticketing Systems

REFERENCES

  • Mr O Maturure

Group IT Manager - Art Corporation - Chloride

Zimbabwe 263 77 210 0373

Omaturure@artcorpcozw

  • Mr T Chizema

Senior Systems Administrator - Art Corporation - Chloride Zimbabwe

263 77 483 8751

Troubleshooting Skills

  • OS Issues
  • Network Diagnostics
  • Hardware Failure Analysis
  • Software Conflict Resolution
  • Remote Support Tools
  • Ticketing Systems

Attributes

  • Effective at managing projects and coordinating multiple tasks.
  • Proven ability to configure, install, maintain, and repair Windows server systems and applications.
  • Experienced in diagnosing and resolving IT issues such as network connectivity issues with routers, switches, and firewalls quickly and efficiently.
  • Excellent written and verbal communication skills to effectively communicate with clients and other team members.
  • Ability to create detailed, accurate documentation of system configurations and processes.

Timeline

Assistant Systems Administrator

ART Corporation
04.2022 - Current

Systems Administrator (Graduate Trainee)

Gweru City Council
03.2021 - 03.2022

Bachelor of Science and Technology Honors Degree - Information Systems

Midlands State University

Master of Commerce - Information Systems Management

Midlands State University

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Zanele L. Phiri