KUDZANAI GERALD KAWAZA
Brno,642
Summary
I am a critical thinker who has attained experience in various fields notably Administration, Social and Community services, research, logistics and IT. I developed a unique and transferable skill set working with different colleagues, different business partners and in a multidisciplinary and multicultural environment. I acquired sound research and data collection skills as a research assistant. My written and spoken English is highly proficient and I am a power-user of the Microsoft Suite. My organizational and analytical skills are impeccable coupled with my inexhaustible ambition. I am a charismatic individual who possess amazing soft communication skills. I am a result-oriented person and I effectively use my creativity and intuitive nature to work with minimal supervision. I have sound experience working with SQL, CRMD, Jira, Confluence, Splunk, Visual studio and basic knowledge working with Service Now.
Overview
10
10
years of professional experience
Work History
Production Support Analyst
FNZ
11.2022 - Current
- Ensure that the applications and platforms are working correctly as deployed
- Issue management though Analyzing, investigating, and allocating resolution and closure for all issues on the issue log and Jira tickets (Problems, Incidents and requests), there for supporting the Service Managers in delivering FNZ services within KPIs, SLAs and contractual obligations
- Provide daily support with escalated ticket resolution and liaised with business and technical leads.
- Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions. Increased system stability by conducting thorough root cause analysis and implementing preventive measures
- Change Management through support testing and release process for production fixes
- End of day peer review for scripts
- Writing SQL scripts to be run in production.
- Managed change requests efficiently to minimize disruptions to ongoing production processes while maintaining high-quality standards.
- Reduced downtime with proactive monitoring, troubleshooting, and maintenance of production systems.
- Assisted in the evaluation of new tools or applications that could enhance the production environment's effectiveness.
- Identifying opportunities for process improvements through data analysis and continuous feedback from users.
- Providing consultative assistance to technical staff and business unit clients by recommending and implementing solutions to business problems.
- Working closely with test, development and requirements team members to analyze, investigate and resolve common issues.
- Research and recommending scheduling enhancements to improve system performance.
- Use of Confluence tool to document internal procedures and monitor daily reports.
- Maintaining up-to-date knowledge about current trends in technology relevant to the role enabling informed decision-making during problem solving.
- Facilitating seamless communication between technical teams, stakeholders, and end-users, ensuring timely resolution of incidents.
- Ensuring compliance with industry regulations and company policies through diligent monitoring of production activities and thorough reporting practices.
- Collaborating with senior management to drive strategy and implement new processes.
- Analyzing existing systems and databases and recommended enhancements to solve business needs
- Participating in periodic audits carried out by internal and external parties achieving consistently satisfactory results.
- Communication with clients done via back office, email and teams meetings.
Senior Associate Advanced Resolution Team
AT&T Global Network Services
06.2021 - 11.2022
- Advanced technical support through phone calls to process requests, transfer calls, or relay messages to appropriate personnel. support and dealing with escalated customers who have recurring issues. I provided expert guidance in resolving complex issues. Managed approximately 30 calls per day.
- Streamlined operational efficiency by identifying areas for improvement and proposing actionable solutions.
- Trained and supported new team members, maintaining culture of collaboration.
- Mentored junior staff members to develop their professional skills and improve overall team performance.
- Participated in industry conferences and networking events to stay current with market trends, identify new opportunities, and expand professional network.
- Led team meetings to facilitate open communication, encouraging the exchange of ideas and fostering a collaborative working environment.
- Developed comprehensive reports for senior management, highlighting key metrics and trends to inform strategic decision making.
- Received Bronze badge for my contributions in aiding tools development
Customer Care Agent
AT&T Global Network Services
01.2020 - 05.2021
- Responding to customers queries about AT&T services; equipment including billing
- Managing huge volumes of calls efficiently; Fulfilling customers' requests for payments; activations; upgrades and other services; Technical trouble shooting for all AT&T services, Agent of the month for December 2020 in Customer Self Installation (CSI)line of business
- Adhered strictly to data protection guidelines, ensuring that the confidential information of customers was treated with utmost respect and diligence throughout all interactions.
- Improved first-call resolution rates through thorough research of complex cases before escalating them to higher-level support teams.
- Provided empathetic assistance to distressed customers, demonstrating genuine concern for their needs and fostering brand loyalty.
- Enhanced customer satisfaction by addressing and resolving issues promptly and professionally.
- Built rapport with clients, resulting in increased customer loyalty and positive feedback.
- Reduced response times by implementing effective organizational strategies in managing inquiries.
- Selected to train new hires for 2 months March May-2021. Mentored new hires on company policies, procedures, and best practices in providing exemplary customer support.
- Maintained up-to-date knowledge of products and services to effectively assist customers with their needs.
- Participated in regular team meetings designed to evaluate current processes, share ideas for improvement, and celebrate successes achieved within the department.
- Promoted to be Senior associate for advanced support in June 2021.
Procurement and Logistics Officer
Isle of Guernsey Investments
01.2019 - 11.2019
- Procurement and supply of tender goods.
- Managing vehicles delivery systems and driver' schedules through TMS application and SQL.
- Looking for and securing new job contracts.
- Negotiated contracts with suppliers, achieving significant cost savings and favorable payment terms. Secured a contract to deliver 40 tonnes of plastic PET bales every 2 weeks to 2 south African recycle companies, Extrupet and Kaytech.
- Managed relationships with transportation providers to secure competitive rates and reliable service for shipments.
- Conducted market research to stay abreast of industry trends, informing strategic sourcing decisions.
- Overseeing the purchase and supply of PVp pipes Needed by the Zimbabwe Electric Supply commission in a bid tender.
- Ensured compliance with applicable laws and regulations governing procurement activities, reducing organizational risk exposure.
- Evaluated supplier performance on an ongoing basis, fostering continuous improvement in quality and service levels.
- Maintained accurate records of purchases and deliveries, enabling effective tracking of expenditures and inventory management.
- Conducted spend analysis to identify cost-saving opportunities.
- Trained new staff on job duties, company policies, and safety procedures for rapid onboarding.
Research assistant
Mass Public Opinion Institution
09.2018 - 12.2018
- Research assistant in various fields of governance including citizenship engagement and service delivery; collecting data and submitting it to supervisor
- Concluded 4 months country wide project collecting and analyzing data which would be used by the World bank to finance the social services industry in Zimbabwe.
- Organized research materials, maintaining a well-ordered workspace conducive to productivity.
- Conducted literature reviews to support hypothesis development and identify gaps in existing knowledge.
- Participated actively in regular meetings with fellow researchers to discuss project updates, challenges faced, and lessons learned during ongoing activities.
- Utilized statistical software for data analysis, generating accurate insights into complex datasets (Alchemer, wp Forms and Google forms )
Researcher and Administrator
Shakashe Foods
06.2017 - 08.2018
- Researching about the current food markets and finding market opportunities local and foreign; administering and monitoring the cooperative's food production for compliance with Global G.A.P policies; Facilitating farmers' workshops; communicating with retailers targeting small and medium enterprises; attending stakeholder meetings and drafting reports
- Secured partnership with the national trade board ZimTrade Zimbabwe to support Horticulture farming
- Made partnership with Retailers, including SPAR, to supply fresh fruits and vegetables
- Formed a 50 Farms cooperation which started the project
Social and Community services officer attaché
Sanyati Rural District Council
08.2014 - 08.2015
- Assigned duties: Writing monthly department reports; Department budget preparation; Borehole monitoring and supervision; Distributing food to primary schools and hospitals; Attending and facilitating workshops; Qualitative research; Procurement of departmental goods to be used in the field; Attending department meetings; Compiling stakeholders' reports and acquittals (UNICEF); Project planning for gender mainstreaming and sensitization program
- Scored a distinction for my Industrial attachment.
- Educated residents about available resources, increasing awareness of support services within the community.
- Prepared and distributed meals, dispensed medications.
Education
BSc Honors Peace and Governance -
Bindura University of Science Education
01.2016
A Level -
Jameson High School
01.2011
O Level -
Jameson Highschool
01.2009
Skills
- Relationship Building
- Training and mentoring
- System monitoring
- SQL Proficiency
- MS Office
- Interviewing
- Scheduling
- Strategic Planning
- Application support
- ITIL Knowledge
- Incident Management
- Performance Reviews
- Scripting Languages
- Problem-Solving
- Analytical Thinking
Languages
English
Personal Information
- Date of Birth: 08/06/92
- Nationality: Zimbabwean
Timeline
Production Support Analyst
FNZ
11.2022 - Current
Senior Associate Advanced Resolution Team
AT&T Global Network Services
06.2021 - 11.2022
Customer Care Agent
AT&T Global Network Services
01.2020 - 05.2021
Procurement and Logistics Officer
Isle of Guernsey Investments
01.2019 - 11.2019
Research assistant
Mass Public Opinion Institution
09.2018 - 12.2018
Researcher and Administrator
Shakashe Foods
06.2017 - 08.2018
Social and Community services officer attaché
Sanyati Rural District Council
08.2014 - 08.2015
BSc Honors Peace and Governance -
Bindura University of Science Education
A Level -
Jameson High School
O Level -
Jameson Highschool
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