Jonah Chindomu

Experience

• 

  Zimbabwe Academic and Research Network ( ISP/IAP)

  Jan 2011 - Mar 2017

  Network and Systems Engineer

  •Undertook network engineering tasks, including the installation and configuration of Linux operating systems.•Registered new domains and maintained DNS records for optimal system performance.•Monitored system performance and network traffic analysis using tools such as SolarWinds.•Configured and maintained Mikrotik and Cisco routers and switches for network connectivity.•Connected new clients to the internet backbone via broadband technologies such as optic fiber and Wi-Max.•Surveyed, designed, and installed wired and wireless LAN and WAN solutions.•Provided technical support and troubleshooting for network connectivity issues, implementing VPN and VLANs as needAchievements:1. Successfully designed and installed a campus-wide Wi-Fi system across multiple buildings, delivering stable connectivity to over 200 users and improving network performance by 50% with a 99% uptime rate.2. Implemented a network monitoring system that reduced downtime incidents by 60% and improved overall network performance, leading to a 40% increase in system reliability and a 25% boost in user satisfaction. Show less

• 

  1010 Technologies

  Apr 2017 - now

  •Direct and coordinate a team of tech support specialists, ensuring effective resolution of customer issues.•Serve as the primary escalation point for both external and internal customers, coordinating across all internal teams to ensure prompt issue resolution.•Provide consistent oversight on service ticket progress, managing customer timelines and expectations.•Collaborate with internal departments to expand the capable scope of Customer Support, reducing dependency on other departments.•Assign problems/tasks to tech support specialists, ensuring workload distribution and efficiency.•Manage hardware and software, resolving system and application issues promptly.•Assist with technical equipment sourcing and budgeting, optimizing resource allocation.•Participate in new technology adoption to enhance services offered to customers.• Ensure smooth and efficient operation of tollgate systems, including toll collection, electronic tolling systems, and manual toll booths.Achievements:1. Effectively led a team of Support Specialists, reducing customer issue resolution time by 30% and cutting operational costs by 15%, while consistently meeting internal SLAs.2. Implemented a new customer support system that streamlined ticket handling, reducing response time to customer inquiries by 40% and increasing overall customer satisfaction scores by 25%. Show less •Provided support for Nutanix HCI infrastructure, VMware, and Windows environment, resolving escalated tickets for internal and external customers.•Administered Cisco Meraki platform, including network and policy creation, device and user additions, and cloud-managed device deployment.•Supported network expansion and enhancement to maintain a technologically advanced infrastructure and security posture.•Coordinated with technical/implementation/project teams for network enhancements and expansions.•Operated, maintained, and administered hardware and software on servers, workstations, encryption devices, and security devices.•Troubleshooted and resolved system problems promptly, ensuring minimal downtime.•Conducted security audits for clients, recommending upgrades and installations to improve network and systems security.•Designed, installed, and administered virtualized environments using VMware and Nutanix HCI.•Implemented and enforced general infrastructure security measures, including endpoint security and patch management.•Addressed customer computer security issues such as virus attacks and network availability problems.Achievements:1. Administered and expanded the network infrastructure, successfully installing and configuring over 50 intelligent Cisco Meraki devices, which increased network efficiency by 35% and reduced downtime by 20%.2. Conducted security audits and recommended upgrades that prevented potential data breaches for key clients, resulting in a 50% reduction in security vulnerabilities and safeguarding sensitive data. Show less •Set up WAN and LAN, primarily focusing on Satellite installations.•Provided training and support to end users and junior technicians.•Organized and performed user acceptance testing for deployed software.•Evaluated deployed software and prepared detailed work plans for successful project implementation.•Supervised implementation teams to ensure effectiveness and timely project completion.•Responded to technical breakdowns, repaired equipment, and replaced parts as needed.•Prepared and submitted reports to management, documenting maintenance activities and outcomes. Achievements:1. Managed the installation and maintenance of VSAT systems, successfully completing over 50 installations within a 9-month period, achieving a 95% client satisfaction rate and ensuring 99% system uptime.2. Trained and supported a team of 5 junior technicians, leading to a 40% increase in successful field repairs and a 30% improvement in customer satisfaction ratings Show less

  • ICT Support Manager

    Dec 2023 - now

  • Systems Support Engineer

    Dec 2017 - Dec 2023

  • Field Maintenance Officer

    Apr 2017 - Dec 2017