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Proactive and reliable IT Service Professional with expertise in service delivery, technical support, documentation, and operations management. Skilled in ITIL-based processes, with a strong focus on service quality and continuous improvement. Known for a disciplined work ethic, analytical thinking, and emerging leadership. Actively expanding knowledge in business systems, financial markets, real estate, and digital platforms, aiming to drive organizational growth and system optimization.…Proactive and reliable IT Service Professional with expertise in service delivery, technical support, documentation, and operations management. Skilled in ITIL-based processes, with a strong focus on service quality and continuous improvement. Known for a disciplined work ethic, analytical thinking, and emerging leadership. Actively expanding knowledge in business systems, financial markets, real estate, and digital platforms, aiming to drive organizational growth and system optimization.

Samuel Nyakunu Ncube

Production Manager, Film Producer, Director of Photography, +2

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Proactive and reliable IT Service Professional with expertise in service delivery, technical support, documentation, and operations management. Skilled in ITIL-based processes, with a strong focus on service quality and continuous improvement. Known for a disciplined work ethic, analytical thinking, and emerging leadership. Actively expanding knowledge in business systems, financial markets, real estate, and digital platforms, aiming to drive organizational growth and system optimization.…Proactive and reliable IT Service Professional with expertise in service delivery, technical support, documentation, and operations management. Skilled in ITIL-based processes, with a strong focus on service quality and continuous improvement. Known for a disciplined work ethic, analytical thinking, and emerging leadership. Actively expanding knowledge in business systems, financial markets, real estate, and digital platforms, aiming to drive organizational growth and system optimization.

Available to hire

Proactive and reliable IT Service Professional with expertise in service delivery, technical support, documentation, and operations management. Skilled in ITIL-based processes, with a strong focus on service quality and continuous improvement. Known for a disciplined work ethic, analytical thinking, and emerging leadership. Actively expanding knowledge in business systems, financial markets, real estate, and digital platforms, aiming to drive organizational growth and system optimization.

Skills

Experience Level

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Intermediate

Intermediate

Intermediate

Intermediate

Intermediate

Intermediate

Intermediate

Intermediate

Intermediate

Intermediate

Intermediate

Language

English

Fluent

Shona

Fluent

Work Experience

Junior Director of Operations at Ruvimbo Guest Lodge, Zimbabwe

September 1, 2019 - September 1, 2019

Managed hotel operations, led service standards, and drove guest satisfaction improvements. Oversaw daily operations, resource planning, and staff development, promoting performance improvements across front desk, catering, and maintenance functions.

Service Desk Agent at Fujitsu Polska, Lodz

March 1, 2022 - March 1, 2022

Provided first-line technical support for end-users across Europe and the Americas via phone, email, and chat. Diagnosed and resolved software and hardware issues, including OS and AD-related incidents; supported end-user devices and network access; created and dispatched tickets through ServiceNow; maintained high communication standards with end users.

Service Process Controller at Fujitsu Polska, Lodz

September 1, 2023 - September 1, 2023

Coordinated ITIL-based service processes, liaised with business units and customers, and supported ongoing service delivery improvements. Responsibilities included coordinating process activities, acting as escalation point, updating SOPs and knowledge bases, implementing new processes, and generating service reports. Key achievements included updating technical documentation to improve knowledge performance (76% in 2022, +13% from the prior year) and leading the implementation of a Virtual Agent chatbot.

Service Desk Agent at Fujitsu Polska, Lodz

October 1, 2024 - October 27, 2025

Provided first-line technical support for users across Europe and America via phone, email, and chat. Diagnosed and resolved issues, supported end-user devices and network access, and ensured SLA compliance. Re-joined the team to maintain strong user communication and incident resolution.