ERP
Bruce Burutsa
Senior IT Support Engineer
Greater Manchester
Summary
Adept in IT security management and fostering team growth, I significantly enhanced system efficiency at Innscor Zimbabwe. My expertise spans software installation to customer support, marked by a proactive approach to incident management and mentoring. Achievements include reducing system vulnerabilities and elevating user satisfaction through effective solutions and training.
Detail-oriented, organized, and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
Results-oriented ITmSupport Engineer with superior problem-solving and critical thinking skills, as well as meticulous attention to detail and methodical nature. Skilled in tackling problems in unique ways to develop innovative solutions. Consistently recognized by superiors and peers for knowledge and expertise.
Experienced IT Support Engineer familiar with user support and root cause analysis. Advanced knowledge of IT and ERP operations and dedication to see issues through to end. Works well in remote and desk-side environments.
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
2025
2025
years of professional experience
2
2
Certifications
Work History
IT Support Specialist
TV Sales and Home
- Maintained documentation of IT systems, processes, and procedures for easy reference by the team members.
- Reduced downtime with effective troubleshooting and timely problem resolution.
- Established strong working relationships with colleagues, fostering a collaborative environment that enhanced IT support delivery and efficiency.
- Managed hardware inventory, ensuring proper allocation of resources and prompt replacement of outdated equipment.
- Participated in after-hours on-call rotations providing continuous coverage for urgent technical matters affecting the organization.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Provided remote support for off-site employees, resolving issues quickly without sacrificing job performance.
- Managed backup and recovery of data assets to safeguard system availability.
- Improved response times by creating a knowledge base of common issues and resolutions accessible to all support staff.
- Managed high levels of call flow and responded to technical support needs.
- Diagnosed and troubleshot hardware, software and network issues.
- Monitored system performance to identify potential issues.
- Installed and configured operating systems and applications.
IT Consultant
Innscor Zimbabwe
- Inspected equipment, assessed functionality, and optimized controls.
- Increased client satisfaction by providing timely and effective troubleshooting support for various technical problems.
- Reduced downtime by proactively addressing potential issues through regular system maintenance and updates.
- Implemented security measures to protect sensitive information from unauthorized access, mitigating potential risks and vulnerabilities.
- Enhanced system efficiency by implementing innovative IT solutions and optimizing existing processes.
- Improved reliability of backup systems by implementing disaster recovery protocols that safeguarded critical data during unexpected events.
- Provided training sessions on new technologies and best practices, enhancing team members'' knowledge and skills in the field of IT consulting.
- Planned and developed interfaces that simplified overall management and offered ease of use.
- Optimized network performance through proactive monitoring, configuration adjustments, and hardware upgrades, resulting in improved connectivity and speed.
- Developed and implemented policies, procedures, training and development for network resource administration, appropriate use and disaster recovery.
- Consulted with engineering team members to determine system loads and develop improvement plans.
- Created service level agreement for IT operational functions and help desk operations.
- Guaranteed successful technical upgrade projects for clients by collaborating with developers for integrations.
- Streamlined communication channels for increased productivity with effective collaboration tools.
- Evaluated project requirements and specifications and developed software applications that surpassed client expectations.
- Collaborated with fellow engineers to evaluate software and hardware interfaces.
- Reduced system downtime, meticulously analyzing and upgrading infrastructure to support high-availability services.
- Enhanced system security protocols, leading to significant reduction in vulnerability exploits across company networks.
Senior IT Support Engineer
GAIN CASH AND CARRY
01.2019 - Current
- Provided expert-level technical assistance to end users, resolving complex issues in a timely manner.
- Improved system stability by implementing proactive IT maintenance and monitoring procedures.
- Mentored junior IT support engineers, fostering a collaborative environment that promoted professional growth and skill development.
- Implemented a centralized ticketing system to track, prioritize, and resolve IT support requests more efficiently.
- Conducted thorough root cause analyses following incidents, leading to improved preventative measures and reduced recurrence rates.
- Collaborated with outside departments to implement system-wide improvements.
- Implemented technical solutions to solve customer issues and increase satisfaction.
- Maintained high availability of critical business applications by proactively addressing potential issues before they escalated into outages.
- Patched software and installed new versions to eliminate security problems and protect data.
- Documented technical issues and solutions to enable tracking history and maintain accurate logs.
- Installed and maintained hardware and computer peripherals to store tangible components.
- Collaborated with cross-functional teams to successfully complete large-scale technology projects on time and within budget.
- Served as a subject matter expert on various technical topics, frequently delivering presentations to senior leadership and other stakeholders.
IT Software Support Technician
Profeeds (Pvt) Ltd
01.2015 - 12.2019
- Maintained strong working knowledge of various operating systems, hardware components, networking protocols, databases, and other relevant technologies used within the organization''s IT landscape.
- Streamlined help desk processes for increased efficiency and improved customer satisfaction.
- Facilitated cross-functional teams in addressing and resolving high-priority software issues impacting business operations.
- Conducted training sessions for new IT staff, boosting team proficiency in various software applications.
- Implemented software updates, ensuring smooth transitions with minimal downtime.
- Continuously sought opportunities for professional growth and development, staying current on the latest industry trends and emerging technologies relevant to the organization''s IT operations.
- Contributed to the successful launch of several new software products by providing crucial testing feedback during development stages.
- Diagnosed and troubleshot hardware, software and network issues.
- Monitored system performance to identify potential issues.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Generated reports to track performance and analyze trends.
- Assisted in development of system security protocols.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Delivered timely resolutions to critical software issues by collaborating with cross-functional teams, including developers, product managers, and quality assurance personnel.
- Developed strong relationships with key stakeholders, fostering a collaborative environment for continuous improvement of IT services.
- Managing and troubleshooting network connectivity issues
IT Field Support Technician
National Foods Ltd
01.2012 - 12.2014
- Conducted regular system backups to protect sensitive data from loss or corruption.
- Installed new workstations, servers, routers, switches, firewalls, printers, scanners as part of ongoing technology refreshes.
- Collaborated with team members to develop and implement IT infrastructure upgrades, ensuring optimal functionality.
- Served as a reliable point of contact for clients experiencing technical difficulties, offering prompt solutions to their problems.
- Supported remote users by troubleshooting VPN connectivity issues ensuring seamless access from offsite locations.
- Updated and replaced outdated drivers and software for computers and office machines.
- Evaluated systems according to predetermined checklist and noted issues.
- Restored data on computers and office machines.
- Documented changes and actions in computer-based tracking system.
- Ensured compliance with industry best practices related to information security and data privacy policies.
- Provided end-user training on software applications, leading to increased productivity among employees.
IT Technical Support Intern
BP Shell Zimbabwe
01.2010 - 12.2011
- Provided exceptional customer service when responding to help desk requests, maintaining professionalism at all times.
- Improved user satisfaction by promptly addressing IT issues and providing effective solutions.
- Contributed to the successful completion of IT projects by effectively managing tasks within deadlines.
- Collaborated with colleagues to implement innovative solutions for recurring technical challenges.
- Assisted in the development of internal documentation related to IT procedures, increasing overall departmental organization and accessibility of information.
- Maintained accurate records of completed tasks, ensuring quality control and facilitating smooth workflow within the department.
- Conducted thorough testing on newly-implemented software solutions before deployment to guarantee optimal functionality.
- Actively participated in professional development opportunities such as workshops, seminars or online courses to stay current on technological advancements.
- Developed strong rapport with staff members, building trust as a reliable resource for IT support needs.
- Reduced downtime for employees by quickly troubleshooting hardware and software problems.
- Supported company-wide initiatives through consistent application of best practices in IT service delivery.
- Managed high levels of call flow and responded to technical support needs.
- Installed and configured operating systems and applications.
- Configured hardware, devices, and software to set up work stations for employees.
- Diagnosed and troubleshot hardware, software and network issues.
- Tested new software and hardware prior to deployment.
- Installed, configured and maintained computer systems and network connections.
- Patched software and installed new versions to eliminate security problems and protect data.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Assisted in development of system security protocols.
Education
High School Diploma -
Speciss College
Harare, Zimbabwe 04.2001 -
Certifications in Progress
Skills
Software installation
Desktop support
Data recovery
System enhancement
Operating system support
Remote support
Hardware installation
IT security management
Data backup and recovery
Training and mentoring
Incident management
Customer service and support
Microsoft and Cisco products
Accomplishments
- Completed intensive training in database fundamentals and software engineering.
- Recipient of individual and departmental awards for providing stellar client service.
- Promoted to Senior Help Desk after [Number] months of employment.
- Increased number of resolved job tickets by [Number]% over previous year.
- Trained and led technical support teams of more than [Number] support specialists.
Additional Information
I am a fast learner
Software
Certification
Google data analytics professional certificate
Soccer
Team player of Gain Social Soccer Team
Timeline
• AWS cloud practitioner certification
02-2025
Google data analytics professional certificate
01-2025
Senior IT Support Engineer
GAIN CASH AND CARRY
01.2019 - Current
IT Software Support Technician
Profeeds (Pvt) Ltd
01.2015 - 12.2019
IT Field Support Technician
National Foods Ltd
01.2012 - 12.2014
IT Technical Support Intern
BP Shell Zimbabwe
01.2010 - 12.2011
High School Diploma -
Speciss College
04.2001 -
IT Support Specialist
TV Sales and Home
IT Consultant
Innscor Zimbabwe
Certifications in Progress
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