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I am an IT professional with over 10 years of experience in incident management, technical support, and IT operations across multinational environments. I have led high-severity incident responses and coordinated cross-functional teams to ensure rapid resolution and business continuity. I am skilled in Microsoft 365, Active Directory, end-user device management, network troubleshooting, and ITIL-aligned service delivery. I am passionate about driving operational resilience, mentoring IT teams, and continuously improving IT support processes.…I am an IT professional with over 10 years of experience in incident management, technical support, and IT operations across multinational environments. I have led high-severity incident responses and coordinated cross-functional teams to ensure rapid resolution and business continuity. I am skilled in Microsoft 365, Active Directory, end-user device management, network troubleshooting, and ITIL-aligned service delivery. I am passionate about driving operational resilience, mentoring IT teams, and continuously improving IT support processes.

Waddington Mwale

Web Developer, Programmer, Web Designer, +2

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I am an IT professional with over 10 years of experience in incident management, technical support, and IT operations across multinational environments. I have led high-severity incident responses and coordinated cross-functional teams to ensure rapid resolution and business continuity. I am skilled in Microsoft 365, Active Directory, end-user device management, network troubleshooting, and ITIL-aligned service delivery. I am passionate about driving operational resilience, mentoring IT teams, and continuously improving IT support processes.…I am an IT professional with over 10 years of experience in incident management, technical support, and IT operations across multinational environments. I have led high-severity incident responses and coordinated cross-functional teams to ensure rapid resolution and business continuity. I am skilled in Microsoft 365, Active Directory, end-user device management, network troubleshooting, and ITIL-aligned service delivery. I am passionate about driving operational resilience, mentoring IT teams, and continuously improving IT support processes.

Available to hire

I am an IT professional with over 10 years of experience in incident management, technical support, and IT operations across multinational environments. I have led high-severity incident responses and coordinated cross-functional teams to ensure rapid resolution and business continuity.

I am skilled in Microsoft 365, Active Directory, end-user device management, network troubleshooting, and ITIL-aligned service delivery. I am passionate about driving operational resilience, mentoring IT teams, and continuously improving IT support processes.

Skills

Experience Level

Expert

Expert

Intermediate

Intermediate

Work Experience

Assistant Manager at PwC Africa Technology

July 1, 2018 - Present

Led incident response from detection through closure, coordinating with regional and global teams and third-party vendors to ensure rapid resolution and SLA compliance. Triaged and escalated complex technical issues across infrastructure, security, and applications to minimize business disruption. Resolved user queries onsite and remotely; provided training and support on key platforms including Office 365. Administered user access in line with security policies; deployed applications to workstations and servers; managed Active Directory accounts and Group Policy. Maintained business continuity via DR testing and backup validation; supported network operations and documented SOPs, DR plans, and audit evidence. Trained junior IT staff and prepared documentation for IT audits; managed IT asset lifecycle using service management tools. Used ServiceNow to manage IT incidents, requests, and problems.

Associate at PwC Africa Technology

August 30, 2016 - July 1, 2018

Monitored backups and provided IT support for incidents and requests via ServiceNow; escalated unresolved tickets. Prepared IT Audit documentation; managed end-user devices and IT asset inventory. Escalated incidents to vendors to ensure SLAs were met. Processed payments and purchase orders. Used SCCM to deploy applications, provisioned/deprovisioned end users, and imaged devices. Supported intranet applications (password resets, report generation).

IT Support Intern at BancABC

March 1, 2016 - May 31, 2016

Provided end-user support and system management across banking applications; resolved user issues promptly. Managed Active Directory user accounts, email configurations, and access controls. Activated e-statements for clients; troubleshooted connectivity across branches. Delivered LAN/WAN support for head office and branches; monitored application performance and ATM availability; configured and secured end-user workstations. Managed access control and vendor coordination for ATM issues; supported integration of Puma fuel card systems.

Webmaster at JACANA ENTERPRISES

June 27, 2015 - February 29, 2016

Developed and customized websites; implemented third-party security tools to perform site scans and malware removal on end-user devices. Conducted vulnerability assessments and managed license expirations. Monitored site traffic with Google Analytics; administered Linux-based servers and databases; troubleshot application failures and automated server tasks with shell scripts. Designed websites using WordPress and Joomla.

ICT Support Intern – Network Operations at Bank of Zambia

December 17, 2014 - March 16, 2015

Provided network support and ensured baseline applications ran on new machines; monitored endpoint antivirus servers for unusual activity. Set up end-user machines, created user accounts, and managed file shares. Performed LAN/WAN monitoring and troubleshooting; supported disaster recovery testing and IT asset inventory management.