Summary
Overview
Work History
Education
Skills
References
Awards
Timeline
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Progress Mugara

Gloucester,United Kingdom

Summary

Technical Support Specialist with over 10 years of experience in IT support, troubleshooting, and business system optimization. Adept at delivering seamless Microsoft 365 onboarding experiences, resolving complex technical issues, and driving process improvements. Passionate about leveraging technology to enhance efficiency and customer satisfaction.


Overview

17
17
years of professional experience

Work History

Technical Support Specialist Microsoft 365

Subfero
Bristol, Bristol
10.2023 - Current
  • Spearheaded seamless onboarding experiences for Microsoft 365 Business customers, ensuring optimal product selection and configuration.
  • Provided technical support and delivered expert Microsoft 365 guidance, troubleshooting complex system errors across Azure AD, Exchange, and SharePoint.
  • Managed tickets, resolved over 90% of support tickets within SLA, ensuring seamless Microsoft 365 adoption for businesses.
  • Conducted in-depth customer consultations.
  • Provided technical support across Microsoft 365, including Azure Active Directory, Exchange, SharePoint, Intune, and business applications, resolving complex issues efficiently.
  • Maintained meticulous records of customer interactions and troubleshooting steps, optimizing knowledge-sharing and service consistency.
  • Developed reports and presentations to enhance business efficiencies, advocating for process improvements within the team.
  • Conducted in-depth customer consultations, using rapport-building techniques to guide businesses toward effective solutions.

Technical Support Specialist

Telecel Zimbabwe
Bulawayo, Zimbabwe
06.2008 - 02.2023
  • Led initiatives to streamline billing, workflow, and customer relationship management, improving company performance and profitability.
  • Designed and implemented user documentation for training programs, enhancing IT proficiency within th sales and customer service departments.
  • Managed IT support tickets using web-based tracking systems, ensuring timely resolution of technical issues.
  • Set up and maintained user accounts, profiles, and passwords, ensuring seamless system access and security compliance.
  • Championed process-improvement focus groups, driving functional system design and technology advancements.
  • Delivered training and mentorship programs to support staff, fostering skill development and self-sufficiency in troubleshooting.

Education

Master of Science - Information Systems

Great Zimbabwe University
Masvingo Zimbabwe
12-2022

Bachelor of Science - Business Management and Information Technology

Catholic University
Bulawayo
12-2020

Skills

  • Technical Support
  • Customer Service
  • Problem Solving
  • Communication Skills
  • Team Collaboration
  • Technical troubleshooting
  • Customer experience management
  • Troubleshooting
  • Multitasking
  • Remote support

References

References available on request

Awards

2023 Microsoft 365 Ambassador, Subfero

Timeline

Technical Support Specialist Microsoft 365

Subfero
10.2023 - Current

Technical Support Specialist

Telecel Zimbabwe
06.2008 - 02.2023

Master of Science - Information Systems

Great Zimbabwe University

Bachelor of Science - Business Management and Information Technology

Catholic University

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Progress Mugara