DICKSON MANOWA
Lusaka
Summary
Customer Oriented Security Operations Center Analyst specialist with vast experience in IT Client Support Security Monitoring and support help desk environments. Highly skilled in system security monitoring, analysing and investigating security incidents in a professional timely manner with proven skills and abilities in quickly resolving issues to keep the systems running with the organizational business continuity management plan. I am a self-starter with excellent interpersonal and very good at learning from others.
Overview
15
15
years of professional experience
Work History
SYSTEMS ENGINEER END USER SUPPORT
AIRTEL ZAMBIA
12.2023 - Current
- Enhanced network security by implementing encryption measures and conducting regular vulnerability assessments.
- Monitoring security vulnerabilities, analyzing, identifying, investigating, recommending and providing solutions to security incidents and risks to the business enterprise
- Improved system performance by identifying and resolving technical issues in a timely manner.
- Monitor security intrusion detection on the network using security tools such Croudstrike, CyberArk EPM , Symantec Security Endpoint and Trellix DLP
- Identify security vulnerbilities using cymulate and qualys cloud vulnerability agent.
- Optimized server efficiency through virtualization techniques and capacity planning.
- Provide custom software security solutions for various business needs, resulting in improved productivity.
- Implement and in charge of Airtel Zambia IT infrastructure software upgrades, ensuring minimal downtime during the transition process.
- Monitored system health using various performance metrics, quickly addressing any potential bottlenecks or resource limitations.
- Supported system users, educating employees on troubleshooting and problem-solving protocols.
- Verified compliance with applicable performance metrics and compatibility expectations.
- Optimized networked software and operating systems by applying updates and patches.
- Managed and monitored installed systems for highest level of availability.
- Implement and overseer citrix VDI workspace application migration project for Airtel Zambia call center
- Participated in security documentation by providing security measures in protecting the business enterprise data
- Used SIEM to investigate the network logs and offer security recommendation solution to resolve the issues
ICT CLERK
BANK OF ZAMBIA
01.2021 - 01.2023
- Manage ICT service Desk
- Handle 90% technical/mission-critical calls daily such as Incident logging, categorizing, resolution and consistently met high service standards
- First-line investigation and diagnosis of incidents
- Incident Escalation, tracking and reporting on escalated incidents
- Closing of incidents and requests within the signed Service level Agreements (SLAs)
- Generate weekly ICT service desk report
- Provide support for MPC quarterly meeting and other high level executive meetings chaired by the bank governor
- Upgrading of computers/laptops to windows 10 and 11
- Troubleshooting and repairs hardware, software, monitor computer systems and network problems
- First point of contact for end user technical support for sun systems, SPSS, and Matlab application
- Install wireless access points and network cabling infrastructure
- Deploy over 200 client workstations and join them to the domain
- Complete deployment, configurations, repair of printers and scanners to support printing Setting up, Configuring and offer technical support for MS outlook office365
- Setting up, configuring and offer technical support for MS SharePoint Install and configure VPN features on over 200 endpoints to support remote working
- Install and configure bit locker encryption on all deployed client workstations.
COMPUTER LAB MANAGER/ICT TEACHER
CHELSTON SECONDARY SCHOOL
01.2009 - 01.2021
- Managed the school computer lab
- Managed the LAN for lab, assign private and public IP addresses and troubleshoot software, hardware, and network related problem
- Network planning and physical networking with Ethernet cables
- Installed and managed networking devices such as routers, access points and switches
- Established server functions such as File and Print sharing, DHCP/DNS, installed and configure VPN features, all supporting software, tape backup solution, and anti-virus protection for local area network
- Created domain security policy including admin accounts and documentation of all settings
- Deployed client workstations and joined them to the domain
- Installed local firewall and configure VPN
- Installed wireless access point(s) on the network
- Installed main office server(s), create domain and configure functions for server and clients.
IT CLIENT SUPPORT CONSULTANT
MEHARRY MEDICAL COLLEGE
01.2019 - 01.2020
- Trained users in VPN access, security procedures, anti-virus principles
- Assisted in selecting the vendor for hardware, software and the LAN network through a competitive process and supervise the installations of network and computer hardware in the office
- Troubleshooting and repaired hardware software and network problems
- Installed application software in a local area network (LAN) environment and trained the organisation's personnel on its use and administration.
IT CLIENT SUPPORT CONSULTANT
AMERICAN INTERNATIONAL HEALTH ALLIANCE (AIHA)
01.2018 - 01.2019
- Trained users in VPN access, security procedures, anti-virus principles
- Assisted in selecting the vendor for hardware, software and the LAN network through a competitive process and supervise the installations of network and computer hardware in the office
- Troubleshooting and repaired hardware software and network problems
- Installed application software in a local area network (LAN) environment and trained the organisation's personnel on its use and administration.
Education
01.2022
01.2022
Bachelor of Science Computing with Education -
University of Zambia (UNZA)
01.2020
01.2010
Grade 12 O’Level Certificate -
Kasama Boys Secondary School
01.2002
Skills
- Python
- Java
- JavaScript
- PHP
- HTML
- MySQL
- Technical Analysis
- Penetration Testing
- Root Cause Analysis
- Virtualization Technologies
- Client service and support
- Cybersecurity
- Disaster Recovery
- Skilled in [Hardware]
- Firewalls
- Cloud Computing
- TCP/IP protocol
- Attention to Detail
- Task Prioritization
- Decision-Making
- Requirements Analysis
- Reliability
Skills Highlights
- Excellent problem-solving abilities
- Excellent knowledge of ICT help desk management system
- Excellent knowledge of management and leadership skills
- Excellent knowledge of customer service management
Personal Information
- Date of Birth: 07/07/82
- Gender: Male
- Nationality: Zambian
- Marital Status: Married
References
- Mr. Taonga Chisamanga, Manager ICT Service Management, Bank of Zambia, Lusaka, tchisamanga@boz.zm, +260 977227433
- Mr. James Sakala, IT Specialist, Chemonics International Inc., Lusaka, jamesakala@gmail.com, +260 965 846 543
- Dr. Chiyaba Njovu, Dean, Odel-ZCAS University, chiyaba.njovu@zcas.edu.zm, +260 978 068 801
Timeline
SYSTEMS ENGINEER END USER SUPPORT
AIRTEL ZAMBIA
12.2023 - Current
ICT CLERK
BANK OF ZAMBIA
01.2021 - 01.2023
IT CLIENT SUPPORT CONSULTANT
MEHARRY MEDICAL COLLEGE
01.2019 - 01.2020
IT CLIENT SUPPORT CONSULTANT
AMERICAN INTERNATIONAL HEALTH ALLIANCE (AIHA)
01.2018 - 01.2019
COMPUTER LAB MANAGER/ICT TEACHER
CHELSTON SECONDARY SCHOOL
01.2009 - 01.2021
Bachelor of Science Computing with Education -
University of Zambia (UNZA)
Grade 12 O’Level Certificate -
Kasama Boys Secondary School
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