Daniel Mafukidze
About Me
This is a rational, critical-thinking individual with over 2 years of experience enhancing operations for organizations and self development through information systems solutions. Proven track record of transforming specific business goals related to growth and efficiency improvements into new system designs. Knowledgeable innovator known for recommending new technologies to enhance existing systems and introduce new systems.
Education
Midlands State University
Work & Experience
Call Center Agent
Webdev Zimbabwe
1. Processing Customer queries and providing continuous feedback. 2. Contributing to Webdev growth and new business by providing excellent service, knowledge of products and upselling and ensuring customer satisfaction. 3. Advising Customers that their query is being escalated to the next level for resolution and introduces them accordingly. 4. Liaising with Contact Centre Supervisor and calls Customers with overdue, suspended or terminated services and offers assistance. 5. Carrying out campaigns to support the Platforms regarding sales, product upsell, assistance with failed transactions or similar. 6. Undertaking system tests to ensure all platforms IT systems and social media platforms are in working order and escalating any system malfunctions that may interfere with normal activity to the Contact Centre Supervisor immediately. 7. Creating and resolving user cases generated by customers through Zoho Desk and Bitrix 24. 8. Testing, support and setting user integration for the Paynow Gateway API either via custom code in PHP, C#, JAVA and or woo commerce plugin. Reference Contact: Name: Takudzwa Sisimayi (Contact Center Manager) Email: [email protected] Cell: +263 73 564 674
Systems Analyst
Willdale Bricks Ltd
1. Spearheading the migration of SAGE to Palladium accounting ERP. 2. VPN installation for remote access to our cloud hosting facility. As well setting upfailover link to avoid service disruptions. 3. Implementation and maintenance VoIP management solution call tracking and recording system. 4. Database and system migration to a cloud based facility for all internal systems. 5. Development and deployment of a custom internet user management software as a measure to manage user access and maintain it so that it is in line with IT policy. 6. Mailbox migration and hosting from locally service provider to Microsoft 7. Exchange as well as the implementation of Microsoft 365 business throughout the organisation. 8. Provide system support on the entire organisational system and infrastructure for high reliability. 9. Establishment of a helpdesk facility to address all IT related challenges within the organisation. This includes user training and fault resolution. 10.Setup user cyber security awareness programs so that personnel act as a human firewall against cyber attacks as well as cyber security counter measures to protect the organisational ICT infrastructure. Reference Contact: Name : George Tembo (Financial Accountant) Email : [email protected] Cell : +263 772 102 087
System Support Analyst
Waer Systems Limited
1. Provide frontline customer support for WAERlinx. 2. Provide implementation support for WAERlinx. 3. Review and contribute to customer test plans, execute test scenarios, capturing and logging of test results. 4. Work in line with the EULA in order to prevent any breaches of the agreement. 5. Resolve issues by taking customers through a series of actions using either the telephone or email. If the user problem cannot be resolved then log the case in Jira and monitor and track the status of open cases. 6. Assist with planning and execution of customer User Acceptance Testing. Including the logging of test results and retesting as and when required. 7. Maintain a good working relationship with customers and other professionals, e.g. Software Developers, Testers and Implementors. 8. Adhere to the SOC1 requirements. 9. Assist with set up test and production systems. 10. Maintain and present KPI information related to customer support cases. 11. Provide 2nd Line Support as directed by the Head of Departments. 12. Provide occasional 3rd Line Support as directed by the Head of Departments. Reference Contact: Name: Teresa Gasston (Implementation Manager) Email: [email protected] Cell: +44 (0)1903 768 010
Systems Implementor
Waer Systems Limited
1. Meeting with clients following the sale of WAERlinx to manage all information required to customize the customer instance of the product. 2. Communicating with clients throughout the software customization process to obtain feedback and approval. Furthermore, creating JIRA cases so as to track project progress of all scenarios present to and from the customer 3. To provide implementation support for WAERlinx. 4. Educating clients on how to use WAERlinx. 5. Ensuring that the Project team is aware of key deliverables and project milestones. 6. Augment the Support department by checking the WAERlinx Java code on how functionality works or causes of system errors. 7. Working with the testing team helping to test the configured instances of the product. 8. Detailed data analysis of customers systems. 9. Provide front-line customer support for WAERlinx. 10. Resolve issues by taking customers through a series of actions using either the telephone or email. 11. If the user problem cannot be resolved then log the case in JIRA, monitor and track the status of open cases. 12. To assist with set up test and production systems. Reference Contact: Name: Teresa Gasston (Implementation Manager) Email: [email protected] Cell: +44 (0)1903 768 010
Portfolio
