MANDLENKOSI SHEPHERD GUMBO
Kidderminster,UK
Summary
A proactive and solutions-focused IT Support professional with over three years’ experience delivering technical support across software, hardware, and network environments. Adept at diagnosing and resolving complex technical issues, supporting cloud-based systems, and maintaining high levels of end-user satisfaction. Known for strong interpersonal communication, the ability to work independently or collaboratively, and a consistent commitment to service excellence. Currently seeking an IT support role in the UK to further contribute and grow within a dynamic IT environment.
Overview
9
9
years of professional experience
1
1
Certification
Work History
IT Support Assistant (Voluntary)
Digital Server Solutions
02.2023 - Current
- Provided remote technical support for cloud-based platforms and internal systems.
- Supported company operations during major events by resolving technical disruptions promptly.
- Installed and maintained user software, applications, and system updates.
- Monitored network performance and responded to incidents proactively.
- Adapted quickly to changing priorities while managing daily caseloads efficiently under tight deadlines.
- Enhanced customer satisfaction by addressing and resolving support enquiries in a timely manner.
- Mentored junior staff members on proper documentation techniques enabling more effective tracking of case progress.
- Scheduled and coordinated meetings and personal schedules of executives and team members.
IT Support Technician
Individual Zone Solutions
01.2018 - 03.2020
- Delivered on-site and remote IT support, resolving hardware and software issues.
- Installed and maintained systems, software, and network cabling.
- Assisted in staff IT training and produced clear technical documentation.
- Recognised as Employee of the Month for two consecutive months.
- Trained end-users on best practices for system usage, increasing their productivity and confidence in utilising technology tools.
- Streamlined IT processes for increased efficiency and reduced downtime.
- Diagnosed complex technical problems, saving time and resources by providing effective solutions quickly.
- Employed remote support tools effectively for efficient troubleshooting of offsite issues.
- Collaborated with cross-functional teams to develop and implement IT solutions.
- Managed IT asset inventory efficiently, ensuring accurate tracking and timely replacement or upgrades as needed.
- Developed comprehensive documentation for internal knowledge base, promoting self-service resolution for common issues.
IT Systems Administrator Assistant
Municipality of Beitbridge
01.2016 - 12.2016
- Supported end users and administered local infrastructure, including Microsoft Windows Servers, Exchange, and SQL Servers.
- Managed backups, firewalls, and system security protocols.
- Designed an internal web-based IT support portal to streamline resource access.
- Acted as interim IT department lead during senior staff absence.
- Coordinated data backup strategies, safeguarding critical business information from loss or damage due to unforeseen events.
- Reduced downtime by proactively identifying potential issues and resolving them before they escalated.
- Streamlined IT processes with the implementation of automation tools, improving overall efficiency.
- Secured network systems by implementing robust security protocols, mitigating risks associated with cyber threats.
- Attended meetings to deliver status reports to key stakeholders.
- Implemented internet and intranet applications on multiple platforms.
- Monitored networks and network devices to resolve technical problems quickly.
Education
Bachelor of Commerce (Honours) - Information Systems
Great Zimbabwe University
01.2017
National Senior Certificate - Subjects: English, Mathematics, Business Studies, Accounting, Geography
Eagles Nest Christian School
01.2011
Skills
- IT Support & Troubleshooting (Remote & On-Site)
- Windows Server & Active Directory Administration
- Network Configuration (TCP/IP, WAN, VPNs)
- Cloud Computing (Microsoft Azure – Certification in progress)
- Microsoft Excel (Advanced)
- Software Installation, Patching & Maintenance
- User Training & Documentation
- Remote Desktop Support
- Teamwork and collaboration
- Multitasking and time management
- Time management
- Problem-solving
Certification
- Microsoft Azure Fundamentals (AZ-104)
- Data Analyst Certification
Languages
English – Advanced (C1)
Zulu – Upper Intermediate (B2)
French – Beginner (A1)
Xhosa – Beginner (A1)
Hobbies and Interests
Playing piano, Gaming
Accomplishments
- Successfully managed IT department operations independently for two months at Municipality of Beitbridge.
- Awarded Employee of the Month twice consecutively at Individual Zone Solutions.
- Held leadership positions as Senior Student Leader and Residential Leader at secondary school.
Driving Licence
- Full UK Driving Licence
- Own transport
Timeline
IT Support Assistant (Voluntary)
Digital Server Solutions
02.2023 - Current
IT Support Technician
Individual Zone Solutions
01.2018 - 03.2020
IT Systems Administrator Assistant
Municipality of Beitbridge
01.2016 - 12.2016
National Senior Certificate - Subjects: English, Mathematics, Business Studies, Accounting, Geography
Eagles Nest Christian School
Bachelor of Commerce (Honours) - Information Systems
Great Zimbabwe University
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