Primrose Mbanje Email & Phone Number

Alberta, Canada

Calgary, Alberta, Canada

Calgary, Alberta, Canada

Calgary, Alberta, Canada

Zimbabwe

• Accomplished the processing of 90%+ incoming calls to the Help Desk via telephone e-mail and help-desk portal in a friendly and timely manner.• Resolved an average of 350 issues in any given week and consistently met performance benchmarks in all areas (speed, accuracy and volume).• Conducted application testing, training then implementation, of a completely new system to 200+ users in small groups of 20 at a time, in over 50 different sites around the country, over 4 months• Deployed new hardware to 50+ sites in different towns around the country and successfully completed the exercise way ahead of deadline reducing project budget by over 20%.• Managed 35+ incidents reported daily by internal customers to the Service Desk (Service Now), provided initial support including isolating the problem and diagnosis of the issue, recorded the incident and restored service within a defined scope of support, in the shortest period of time possible• Managed permissions and access to networked resources via the Active Directory for 1000+ employees.• Coordinated and/or perform hands-on fixes at the desktop level for more than 100 computers, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.• Monitored and tested fixes to ensure problems had been adequately resolved and to minimize the reoccurrence of issues, which guaranteed quality delivery to the customer. • Conducted Remedial training on frequently recurring issues and made follow-ups with clients to ensure issues had been adequately resolved to reduce the chances of recurring issues.

• Planning lessons and activities that facilitate students' acquisition of basic and advanced computer skills.• Instructing in a manner that develops students' confidence in their abilities.• Observing and managing classroom dynamics.• Invigilating and grading projects, quizzes, and examinations.• Tracking and communicating students' advancement throughout the course.• Ensuring that the computer laboratory remains free from food and drink at all times.• Downloading important software updates and maintaining hardware.• Attending parent-teacher and faculty conferences.

Zimbabwe

• Managed incidents reported by internal customers to the Service Desk. Provided initial support including investigation and diagnosis of the issue, recording the incident, restoration of service if possible. • Provided courteous and friendly onsite and remote technical support to internal customers. • Ensured support provided for all hardware, software, infrastructure and applications is performed within service level targets aimed at customer satisfaction• Maintained and troubleshoot user desktops and peripherals, mobile devices, printers and multi-function devices• Offered Desk-side support of PC hardware/software.• Performed hardware and software installs.• Conducted Remedial training for end users/ Took part in Desktop refresh / deployment projects.• Supported and configured Mobile Devices (Android)• Supported stand alone and network printers, including print queues, if required