Summary
Overview
Work History
Education
Skills
Certification
LANGUAGES
Timeline
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Solomon Mafukidze

Solomon Mafukidze

Milton Keynes

Summary

Proactive & Analytical Technical Support Engineer with experience in high-pressure team environments. Adept at resolving time critical issues to restore core systems. Shares networking and server knowledge to establish stable operations. Personable Technical Support with extensive experience troubleshooting system applications. Skilled in managing high-volume ticketing systems. Harnesses collaboration and creative problem solving to achieve results. Knowledgeable IT team member with background setting up, maintaining, and repairing user stations. Works well independently on diverse support projects and kept impeccable records. Expert troubleshooter and critical thinker with great problem-solving abilities. Accomplished support professional delivering reliable information and communications technology assistance. Maintained robust, high-performing systems through ongoing monitoring and improvement implementation. Resolved issues quickly and accurately through focused troubleshooting. Accomplished support professional delivering reliable information and communications technology assistance. Maintained robust, high-performing systems through ongoing monitoring and improvement implementation. Resolved issues quickly and accurately through focused troubleshooting. Productive employee with proven track record of successful project management and producing quality outcomes through leadership and team motivation. Works with clients to determine requirements and provide excellent service. Dedicated1st -2nd Level with experience in achieving tangible results and cross-team collaboration. Proactive and excited to partner with like-minded individuals to achieve goals. Trustworthy IT Engineer with21 years of practical experience and dedicated work ethic. Self-motivated to consistently provide first-class results in line with stringent targets and deadlines. Detail-orientated IT Support Analyst adept at making critical decisions, managing deadlines, and conducting team reviews. With expertise in analysis and quantitative problem-solving skills, dedicated to company growth and improvements.

Overview

26
26
years of professional experience
1
1
Certification

Work History

Senior Service Desk Engineer

Sensient Technologies Corp.
04.2024 - Current
  • Collaborating in an international IT team, serving Sensient employees around the world
  • Providing support for complex incident resolution reported to the corporate service desk, such as initial problem assessment, triage, research and resolution of complex incidents regarding the use of application software products and/or infrastructure components
  • I collect information through a customer conversation, accessing support tools and additional support staff (service resources) if needed
  • Problems beyond the scope of my responsibility are resolved by engaging other service resources from facilities, business units, divisions or corporate groups in a timely manner
  • Providing second level support to service desk team members and first level support during peak call volumes.
  • Mentoring and training team members.
  • Managing and completing projects as assigned.
  • Creating and documenting processes and standards for the endpoint environment.
  • Taking ownership of key areas of endpoint support and technology.
  • Rack mounting and cabling servers.
  • Imaging & reimaging Laptops.
  • Onboarding new employees.
  • Engaging in onboarding meetings.
  • Creating ServiceNow incidents and requests.

Senior Technical Support Engineer

Manpower Group
04.2023 - 05.2024
  • Supporting faculty staff with user computing services which are outside of the scope of support provided by the university central IT department
  • Working with STEM- Infrastructure Services Team on various server updates/upgrades, system patching
  • In-depth use of HALO ITSM ticketing system & Microsoft Teams Collaboration
  • Assisting users with file migration onto Open University OneDrive
  • Taking ownership and management of delivery of services, leading on support and stakeholder management
  • Using Microsoft Endpoint Manager Configuration Manager for application deployments
  • Server2016 &2019 Active Directory, Users & Computers
  • Adding users to relevant Active Directory groups
  • Assisting in project management where required
  • Providing Windows and Linux support
  • Linux/ UBUNTU Server & Windows Virtual Machine Builds
  • Patching and upgrading and staging servers’ firmware (iDRAC & ILO)
  • Performing manual VMware ESXi upgrades on Knowledge Media Institute virtual servers
  • The Open University iSpot Forum updates
  • Blockchain Server update
  • SSH server updates on KMI scientific servers
  • Web-server auditing
  • Providing support to bespoke systems connected to scientific instrumentation within STEM's laboratories
  • Installing, supporting, and troubleshooting specialist scientific software on STEM's computing infrastructure
  • Handling requests from the STEM Technical Services request management platform (HALO ITSM), in a way that ensures a good customer experience, considering all aspects e.g., good communication, transparency, a professional and friendly experience and a high-quality service
  • Ensuring all deliverables for which the User Support Services team are responsible are delivered on time and to specification
  • Undertaking training as required to maintain proficiency and establishing relationships with potential collaborators
  • Working to integrate new and emerging technologies, track trending patterns and assessing the possibilities and/or difficulties that they may present
  • Demonstrating technical leadership within the User Support Services team by collaborating with peers and key stakeholders across all STEM schools and external organizations to the University
  • Producing high-level documentation, occasionally utilizing specialist software where necessary that provides an overview of technical solutions ensuring accurate detail on solution features and define how they should be implemented
  • The Open University (STEM Faculty) – Walton Hall Campus

Online Shipping & Put-Away

H&M Group
03.2023 - 03.2023
  • Warehouse Online Shipping and Put-Away
  • Worked on a late shift duty Rota
  • Receiving online clothing consignments from stock
  • Cycle counting as & when requested by shift manager
  • Scanning & receiving online orders for shipping to clients in UK & Ireland

Infrastructure Support

MFS GROUP (PVT) Ltd
01.2020 - 01.2023
  • Performed1st /2nd and3rd Line in-house support
  • Reviewing diagnostics and assessing functionality and efficiency of systems
  • Configuring new hardware for end users
  • Weekly price change updates running SQL scripts
  • Responding to any IT issues/hardware related issues
  • Identifying trends in issues
  • Updating HPE iLO firmware
  • Instructed teams to work within relevant service requirements, statutory limitations, and legal frameworks
  • Implementing security measures
  • Monitoring security certificates and company compliance of requirements
  • Providing technical support to company staff and troubleshoot computer problems
  • Installing and updating company software and hardware as needed
  • Anticipating and reporting cost of replacing or updating computer items
  • Monitoring system performance and troubleshooting issues
  • Ensuring security and efficiency of IT infrastructure
  • Monitoring network outages
  • Setting up Active Directory users & computers, email accounts
  • Assisting users with any support queries raised via helpdesk system, email or phone & skype
  • Monitoring performance and maintaining systems according to requirements
  • Troubleshooting issues and outages
  • Ensuring security through access controls, backups, and firewalls
  • Upgrading systems with new releases and models
  • Developing expertise to train staff on new technologies
  • Building an internal knowledgebase with technical documentation, manuals, and IT policies & procedures
  • Implemented policy and process updates for smooth department operations

Technical Support Specialist

Nectar Coal Handling Mozambique
12.2019
  • Supporting users with any IT related issues
  • Escalating any major issues to management/third parties
  • Working with various software third parties on solution to issues
  • Supporting till operators with any till issues
  • Configuring applications for end users on their hardware
  • Configuring desk phones for end users
  • Active Directory administration
  • Microsoft Office365 support
  • Regularly evaluating IT systems to ensure demands are met
  • Assisting with network administration tasks
  • Monitoring Sophos firewall rules & imposing policies on web-based applications & user authentication
  • Educated employees on cybersecurity best practices
  • Ensuring data storage is safe and secure
  • Resolving all issues co-workers have with their IT systems and software
  • Educating co-workers about network security and best practices for computer usage
  • Implementing weekly disaster recovery plans on backup and recovery practices
  • Provided remote desktop support to users
  • Completed investigations to check on reported errors, reproduce problems and trace faults
  • Tracked computer system and network performance to identify root causes of issues
  • Scanned systems, diagnosing and correcting equipment failures and performance issues
  • Conducted server back-up and recovery operations in line with protocols
  • Answered user questions about hardware and software operation to help resolve problems
  • Installed new software for users and monitored version and patch update requirements
  • Maintained internet connectivity to maximize reliability and usability
  • Established and troubleshoot network and data communications systems

Technical Support Consultant

Melivo Business Systems
04.2016 - 06.2017
  • Providing helpdesk support to J&J Africa users
  • Worked closely with end-users to assess business requirements, support change, and deliver high-quality customer experiences
  • Triaging complex issues that users may have on their devices
  • Configuring new hardware for end users
  • Responding to any IT issues/hardware related issues
  • Responded to incidents on-site, providing precise time estimations and managing customer expectations
  • Managed and prioritized allocated incoming support tickets
  • Communicated technical concepts to customers clearly by phone, email and skype
  • Reported incidents, risks, and hazards by following set procedures
  • Diagnosed and solved issues for customers against SLAs, maintaining high satisfaction rate
  • Creating web-based application policies & rules for client authentication on firewall

Systems Manager

Leopard Rock Hotel & Golf Resort
08.2008 - 11.2015
  • Kept computer systems operating at optimal performance levels
  • Provided remote troubleshooting and support for users
  • Responded to incidents quickly, troubleshoot problems and corrected faults
  • Administered system controls, databases and networks
  • Installed, configured & setup guest & public areas wifi access points using heat maps
  • Responsible for smooth functioning and co-ordination of vendors for Guest Internet, Property Management Systems - PMS, Point of Sale - POS, IPTV, Telephony systems and other software vendors
  • Ability to troubleshoot hardware and software problems
  • Responsible for overseeing and handling network configuration, Servers, Workstations, Networking equipment, PABX, email accounts, and support for underlying server/desktop infrastructure
  • Troubleshooting Root Cause Analysis on problems
  • Knowledgeable with network fundamentals, general network setup and device configuration
  • Prepare Policy & Procedures for IT Department and for user department
  • Managing Disaster Recovery Process and ensuring regular daily backups are taken

Systems Administrator

Migdale Holdings
08.2006 - 07.2006
  • Company Overview: Migdale Holdings; is/was involved in Oil & Gas, Transport & Logistics and Retail FMCG
  • User technical support
  • Setting up user e-mail accounts in Linux and MS Outlook configurations
  • Travelling to inter-branch companies for hardware & software support services when requested
  • Voice & Data structured cabling
  • Installing & patching software applications
  • Liaising with Group Financial Manager & ICT Manager on various system changes & updates
  • Updating company website content (CMS)
  • Administering Pastel Accounting Packages (versions8 &9)
  • Administering Windows Server2003 Active Directory User & Computer Accounts
  • Scheduling & Maintaining Daily System Backups on Data Tapes
  • Carrying out any other duties as and when assigned

Helpdesk Analyst

Benau
04.2004 - 07.2006
  • Company Overview: World Health Organization Helpdesk Team Lead
  • Attending to assigned tickets on helpdesk system, emails & telephone
  • Worked closely with end-users to assess business requirements, support change and deliver high-quality customer experiences
  • Resolved high volume of allocated incidents faster than company averages
  • Developed solutions for critical software issues, guiding customers through bug fixes and reactive maintenance
  • Reported incidents, risks and hazards by following set procedures
  • Communicated technical concepts to customers clearly by phone, email and Skype
  • Diagnosed and solved issues for customers against SLAs, maintaining high satisfaction rate
  • Provided technical support throughout development phases of new products
  • Collaborated with team members in virtual environments to optimize field experience and development capabilities
  • Managed and prioritized allocated incoming support tickets
  • Supported out-of-hours service by working unsociable hours on-call
  • Leveraged available resources, knowledge, and equipment to resolve customer requests

IT Technician

Rangemore Computers, T/A Rawson Consulting
01.1999 - 03.2004
  • Maintained optimum levels of IT support to staff across [Number] sites
  • Diagnosing & repairing & assembling desktops, laptops, printer repairs, voice and network infrastructure at client sites
  • Conducted failure analysis on failed or returned devices
  • Installed networks and managed components such as servers and Internet Protocols (IPs)
  • Troubleshot various incidents related to hardware, networks and software faults
  • Provided first line technical support to clients, responding within agreed timescales
  • Carried out Planned Preventative Maintenance (PPM) on technological equipment and peripheral devices
  • Escalated appropriate issues to senior technicians, relaying relevant information in handovers
  • Coordinated and executed routine hardware upgrades
  • Tested function of peripheral equipment and completed quality repairs

Education

Bachelor of Science - Management Information Systems

Midlands State University
12.2005

CompTIA A - PC Hardware Support & Maintenance

Speciss College
02.2000

Skills

  • Incident & Service Case management in HALO ITSM , ServiceNow & Remedyforce ITIL
  • Computer backup management
  • Data recovery strategies
  • Anti-virus software installation
  • Application installation
  • Software fault diagnosing
  • Virtual ICT support
  • Mobile device troubleshooting
  • Software update installation
  • Skilled in TCP/IP and WAN
  • Hardware upgrades
  • Technical issues analysis
  • Troubleshooting proficiency
  • Call center experience
  • Application support
  • Technical documents comprehension
  • Hardware diagnosis
  • Application installations
  • Expert in disaster recovery
  • Customer support needs assessment
  • Exceptional telephone etiquette
  • Customer service expert

Certification

  • Accreditations MCSA Server2000 MacMaine School of Computing Zimbabwe
  • SOPHOS accredited technician -Telone Learning Center Zimbabwe.
  • VMware VCP-5 Mobility - Training & Accreditation - Torque IT South Africa Self-Paced trainings.
  • Currently studying towards- Microsoft Azure Trainings- Self Paced.

LANGUAGES

English- Fluent
Portuguese- Upper intermediate

Timeline

Senior Service Desk Engineer

Sensient Technologies Corp.
04.2024 - Current

Senior Technical Support Engineer

Manpower Group
04.2023 - 05.2024

Online Shipping & Put-Away

H&M Group
03.2023 - 03.2023

Infrastructure Support

MFS GROUP (PVT) Ltd
01.2020 - 01.2023

Technical Support Specialist

Nectar Coal Handling Mozambique
12.2019

Technical Support Consultant

Melivo Business Systems
04.2016 - 06.2017

Systems Manager

Leopard Rock Hotel & Golf Resort
08.2008 - 11.2015

Systems Administrator

Migdale Holdings
08.2006 - 07.2006

Helpdesk Analyst

Benau
04.2004 - 07.2006

IT Technician

Rangemore Computers, T/A Rawson Consulting
01.1999 - 03.2004

CompTIA A - PC Hardware Support & Maintenance

Speciss College

Bachelor of Science - Management Information Systems

Midlands State University

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Solomon Mafukidze