Tony Mulenga

Experience

• 

  Hi5

  Mar 2018 - Jan 2019

  Technician
• 

  Self-employed

  Jan 2019 - Aug 2022

  Computer Programmer
• 

  National Internet Technologies

  Jan 2019 - Aug 2022

  • Field Engineer

    Feb 2019 - Aug 2022

  • IT Technician

    Jan 2019 - Aug 2022
• 

  Absa Group

  Dec 2020 - Aug 2022

  Printer Technician
• 

  Mukuru

  Oct 2021 - Aug 2022

  Customer Support Specialist
• 

  ITQULATE SYSTEMS

  Aug 2022 - now

  Regional Manager

  Research and identify solutions to software and hardwareissuesDiagnose and troubleshoot technical issues, including account setup and network configurationAsk customers targeted questions to quickly understand the root of the problemTrack computer system issues through to resolution, within agreed time limitsTalk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue. Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)Provide prompt and accurate feedback to customersRefer to internal database or external resources to provide accurate tech solutionsEnsure all issues are properly loggedPrioritize and manage several open issues at one timeFollow up with clients to ensure their IT systems are fully functional after troubleshootingPrepare accurate and timely reportsDocument technical knowledge in the form of notes and manualsMaintain jovial relationships with clientsPlan and manage operational policies and strategies in angiven regionDelegate responsibilities to other managers to meet company goalsEnsure that the required statistical reporting is completed and disseminated as appropriateOversee and take responsibility for regional quality control and performance managementDirect recruitment and training processes in response to company requirementsManage large budgets and be accountable for these. Show less