Linux
Wisdom Murowa
ICT Solutions Manager
Blantyre
Summary
Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving.
Overview
16
16
years of professional experience
5
5
years of post-secondary education
3
3
Languages
Work History
Manager - Presales and Solutions
Telekom Networks Malawi
Blantyre
08.2023 - Current
- Developed Pre-sales and project management strategy and submits to Business Services Director for approval and inclusion in overall Business Services Division strategy.
- Developed digital solutions budget and submits to business services director for approval and inclusion in overall business services division budget.
- Developed, reviewed, and implemented Pre-sales tactical/ operation Plan in line with business strategy.
- Facilitates and leads technical meetings with existing and potential customers.
- Trains Sales team to heighten knowledge of product capabilities.
- Reviews and approves designed solutions and customer technical proposals, to supports sales team in response to RFI/RFP and completion of tender documents.
- Develops proof-of-concept solutions for customers to ensure correct understanding of customer requirements/design in line with TNM Infrastructure.
- Assists sales team with licensing requirements and deployment of software-based solutions.
- Provides technical guidance and support to Enterprise Services Help Desk team to drive customer interactions.
- Handles Escalations on complex customer queries.
- Oversees Enterprise network designs and upgrades.
- Manages Enterprise core equipment configuration and network routing setup.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
- Demonstrated products to show potential customers benefits and advantages and encourage purchases.
- Increased profit margins by effectively controlling budget and overhead and optimizing product turns.
- Aligned company goals with customer outcomes and increased satisfaction by automating contact management systems.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Coached and promoted high-achieving sales and account management employees to fill leadership positions with qualified staff and boost company growth.
Manager - Enterprise Services Support
Telekom Networks Malawi
Blantyre
05.2017 - 06.2023
- Managed Enterprise Services Operations Center (ESOC) service desk to support more than 200 customer service incidents and service requests per day.
- Supported ESOC engineers on complex
configurations and troubleshooting procedures. - Supported Enterprise sales managers and Pre-sales Engineers to capture customer technical requirements during sales meetings.
- Conducted performance reviews for ESOC team to ensure KPIs are being met.
- Developed personal development plans (PDPs) for team members to identify skills gaps and recommend appropriate trainings and assist team in their personal career aspirations.
- Develops Business continuity plans (BCP) and disaster recovery plans (DRP) for department operations to mitigate disaster recovery risks .
- Conducted technology tests for all new products pending to be launched.
- Develops standard operating procedures (SOP) for all service provisioning and incident troubleshooting procedures.
- Develops and updates policies and procedures.
- Collaborates with Core and VAS engineers to plan for Enterprise core network infrastructure upgrades, configurations, and change management process.
Technical Pre-sales Specialist
Telekom Networks Malawi
Blantyre
05.2016 - 11.2016
- Prepared technical presentations and
demonstrations to be used during sales meetings. - Provided responses to (technical) questions in Request for Information(RFI) or Request for Proposal (RFP).
- Delivered Proof of Concepts(POC) for services requested by customers.
- Provide Third-line technical support for service evaluations, complex product deployment and/or pilot projects.
- Assisted in building technical relationships with prospects and existing customers.
- Liaise with technical and corporate support teams to ensure accurate and timely resolution of technical issues that may arise during pre-sales process.
- Assisted with qualification of opportunities and/or identification of target accounts.
- Assisted with creation of sales cycle plan.
- Managed hand-over to Services Functions (Post Sales Support and Professional Services) for live project implementation.
- Developed 100% winning technical solutions proposals for Connectivity and datacenter products.
Senior Engineer - Fixed Broadband and WiMAX
Burco Electronic Systems
Blantyre
01.2015 - 04.2016
- Installed and maintained ISP services on Linux and Unix servers. i.e (Mail, DNS, SNMP, Billing)
- Managed user access rights on all production servers and network elements.
- Managed and monitored Fixed Broadband core network elements including Cisco routers, switches and servers.
- Managed and monitored WiMAX core elements including Wichorus ASN gateway and Base station provisioning.
- Configured of VPN tunnels for Fixed Broadband customers.
- Provisioned network services for broadband and WiMAX customers.
- Designed and implemented new network concepts on broadband and WiMAX core networks.
- Created daily, weekly and monthly backups for all servers and network elements.
- Managed DNS servers and all purchased domains.
- Managed public IP blocks acquisition from AFRINIC and day to day assignment.
- Managed over 200 calls per day supporting fixed broadband and WiMAX network issues from customers.
Linux System Administrator
Burco Electronic Systems
Blantyre
08.2010 - 12.2014
- Installed system-wide hardware components, confirming inter-operation and compatibility with Linux-based software distributions.
- Provided input on hardware and software purchasing, prioritizing return on investment to optimize IT spending.
- Installed and allocated mass storage deployments, maintaining integrity of 2000 terabytes.
- Preserved system documentation accuracy via regular data updates and graphical refreshes.
- Managed backup and disaster recovery through strict data control and retention policies, personally handling recovery tasks when issues arose.
- Configured and maintained web servers with 3000 end users.
- Created and serviced administrator and user accounts on Linux-based systems.
- Designed disaster recovery systems, enabling continuity in event of power outages.
- Implemented and maintained virtual private networks.
- Designed and evaluated WAN and LAN connectivity technologies.
- Developed and documented network policies, procedures and standards.
- Diagnosed and executed resolution for network and server issues.
- Researched and recommended new technologies and strategies for improving system performance.
- Maximized system availability through development and testing of contingency plans.
- Performed network security design and integration duties.
- Devised scripts and automation tools to improve system efficiency.
- Monitored networks and network devices to resolve technical problems quickly.
- Developed organization-wide administration policies to encourage continuity across multiple systems and facilities.
- Planned and implemented upgrades to system hardware and software.
- Installed and configured network printers and other peripheral devices.
- Identified and resolved network congestion issues and bottlenecks.
- Analyzed network traffic and performance metrics to optimize system performance.
- Implemented, developed and tested installation and update of file servers, print servers and application servers.
Senior Instructor
New Horizons Learning Centers
Blantyre
03.2008 - 07.2010
- Motivated junior teachers to provide exceptional learning environments.
- Reviewed class and student records to identify improvement opportunities.
- Facilitated virtual, in-person and blended learning sessions.
- Completed student progress reports mid-term to notify students and parents of strengths and areas of improvement.
- Participated in department meetings to provide input to colleagues about student achievement and improvement.
- Increased educational expertise and knowledge by participating in instructor-oriented workshops.
- Designed appropriate and specialized lesson plans for computer science students.
- Helped students meet course goals by establishing clear objectives for lessons, units and projects.
- Managed to increase Microsoft and Cisco certification pass rate from 50% to 90% of candidates.
Education
Bachelor of Science - Information Technology
University of Malawi (Polytechnic)
Blantyre, Malawi 03.2003 - 03.2008
Skills
Strategic planning
Policies and procedures
Staff Management
Verbal and written communication
Financial Management
Sales and marketing
Project Management
Coaching and mentoring
Budgeting
Negotiation
Product and service solutions
O365 solutions and O365 tenant management
Creative solutions
Software
Windows Server
Microsoft Exchange Server
Microsoft SQL Server
Cloud
Cisco Routers
Cisco Switches
Postfix
Exim
OSPF
EIGRP
BGP
VLANS
Fiber Optic
Wireless
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Manager - Presales and Solutions
Telekom Networks Malawi
08.2023 - Current
Manager - Enterprise Services Support
Telekom Networks Malawi
05.2017 - 06.2023
Technical Pre-sales Specialist
Telekom Networks Malawi
05.2016 - 11.2016
Senior Engineer - Fixed Broadband and WiMAX
Burco Electronic Systems
01.2015 - 04.2016
Linux System Administrator
Burco Electronic Systems
08.2010 - 12.2014
Senior Instructor
New Horizons Learning Centers
03.2008 - 07.2010
Bachelor of Science - Information Technology
University of Malawi (Polytechnic)
03.2003 - 03.2008