ETIENE ELIJAH ISMAEL
Dar Es Salaam
Summary
Experienced Support Supervisor with a background in overseeing high-performing support teams. Possess skills in team management, customer service, and troubleshooting complex technical issues. Known for fostering professional development among team members and ensuring highest level of customer satisfaction. Proven ability to streamline processes to improve productivity and efficiency. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
4
4
years of professional experience
Work History
IT Support Supervisor
Computer Tech Solution (CTS)
Dar Es Salaam
05.2020 - Current
- Supervise and manage a team of IT support specialists, providing guidance, training, and performance evaluations.
- Delegate tasks and ensure that the team meets performance standards, SLAs.
- Manage incident response, ensuring prioritization of critical issues and proper escalation when needed.
- Ensure consistent and high-quality service delivery through monitoring ticketing systems and customer feedback.
- Identify areas for process automation and enhancement to increase efficiency and reduce repetitive tasks.
- Interacted directly with customers via phone or email when necessary, resolving any queries they may have quickly.
- Collaborated with other departments such as Sales and Marketing to ensure smooth operations across the organization.
- Assist with complex technical issues that have been escalated beyond the first or second line of support.
- Created weekly schedules for team members and enforced timely shift start and end times.
- Provide hands-on support and technical troubleshooting when required.
- Provide training and resources for IT support staff to stay current with technological trends and updates.
- Report on the status of IT operations, incidents, and resolutions during regular meetings.
- Track and analyze support performance metrics, creating detailed reports for senior management.
- Liaise with other departments to align IT support with business objectives.
- Collaborate with vendors and service providers to ensure smooth delivery of IT services.
- Ensure proper tracking and documentation of IT equipment and software used within the organization.
Education
Bachelor of Computer Science Engineering -
St. Joseph College of Engineering & Technology
12.2018
Certificate of Advance Secondary Education -
Morogoro Junior High School
05.2014
Certificate of Secondary Education -
Kizuka Secondary School
10.2011
Skills
- Decision-Making
- Critical Thinking
- Multitasking Abilities
- Team Management
- Task Delegation
- Records Management
- Policy Enforcement
- Customer Service
- Problem-Solving
- Technical support understanding
Languages
- Swahili - Both Spoken and Written
- English - Both Spoken and Written
References
- Rashid Kawawa, General Manager, 255 744299000, kawawa@cts.co.tz
- Francis Nyoka, Specialist Network and Datacenter, +255752036428, Francis.Nyoka@nbc.co.tz
- Eliufoo Mahinda, Head of Infrastructure Services, 255 742210406, Eliufoo.Mahinda@nbc.co.tz
Languages
Swahili
First Language
English
Proficient (C2)
C2
Timeline
IT Support Supervisor
Computer Tech Solution (CTS)
05.2020 - Current
Bachelor of Computer Science Engineering -
St. Joseph College of Engineering & Technology
Certificate of Advance Secondary Education -
Morogoro Junior High School
Certificate of Secondary Education -
Kizuka Secondary School
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