Samwel Massawe Email & Phone Number

Dar Es Salaam, Tanzania

• Identify user challenges, run diagnostics for problems and offer technical solutions through mobile phones, video chats and emails that has led to 60% increase in users(customers) efficiencies.
• Bridging customers to company services and products by offering prompt support upon any technical challenges.
• Prompt delivery of different troubleshooting solutions to departments experiencing difficulties concerning software, hardware and network connections.
• Training and guiding customers on any new developments made in system application and other SaaS tools for easy adaptation.
• Facilitated data migration to an upgraded domain improving digital communications for all users to get good data transmissions.
• Documentation of daily reports of client inquiries and technical solutions are given to users.

Dar-es-Salaam, Tanzania

• Assisted online users by offering remote assistance via live chat web conference and phone to resolve issues related to Google Suite and Microsoft Office use and access.
• Provision of support for Apple devices including MacBooks and iPhones.
• Ensured backups were carried out on timely basis and that all data was secured.
• Supported senior technicians with complicated and time sensitive LAN and Wireless networks challenges remotely via web conferences and voice calls.
• Worked closely with IT team members for regular situation analysis and sorting solutions for all technical issues.
• Carried out effective timely procurement, repairs and maintenance of desktop PCs, laptops, tablets and printers to maintain and improve company productivity.

Dar-es-Salaam

• Provided high level of IT support by consistently improving knowledge of operating systems and application software, including TeamViewer.
• Implemented improved assessment and analytical techniques for further achievement of identified departmental goals by multi-tasking with different personnel from the designated departments.
• Discovered innovative IT solutions to common problems that were brought forward by heads of departments.
• Assisted in implementation of new hardware and software solutions within company to improve workflow and customer service provision this boosted 40% efficiency in productivity.
• Regularly performed preventative maintenance and remedial repairs on unauthorized peripheral equipment including flash drives and hard disks resulting in 60% reduction in malicious attack incidents.
• Successfully developed a day to day customer follow-up system that ensured customer queries are well attended too.

Bachelor'S Degree, Information Systems And Network Engineering

Advanced Certificate Of Secondary Education (Acse)

Cerificate Of Secondary Education (Cse)