Gladys Muchemwa

IT support professional with 10+ years of experience supporting enterprise users across service desk, endpoint, and network environments. Skilled in tier-two troubleshooting, incident and request management, desktop deployment, Microsoft 365 administration, Active Directory, Entra ID, SCCM, and ITSM workflows. Proven success supporting 2,000+ users, resolving 50+ daily incidents, maintaining 98% SLA compliance, and improving service efficiency through documentation, process improvement, and mentoring.

Recognized for strong technical problem-solving, clear communication, and dependable support in fast-paced corporate environments.

Network Support Technician at Econet Wireless (2022-06 – 2024-08)

• Supported 2,000+ users by diagnosing and resolving desktop, laptop, network, VPN, and wireless issues across the enterprise.
• Deployed and configured standardized desktop builds through SCCM, improving security compliance and consistency.
• Resolved VPN and wireless connectivity incidents within a 2-hour SLA, helping maintain 24/7 business continuity.
• Partnered with network operations teams on upgrade testing and hardware deployment, reducing downtime by 30%.
• Authored and maintained 30+ knowledge base articles to standardize troubleshooting and improve onboarding efficiency.
• Supported change management by preparing RFCs, documenting test plans, and assisting with validation and rollback procedures.

Systems Support Analyst (Service Desk) at Econet Wireless (2010-04 – 2022-05)

• Served as SPOC for 2,000+ end users, resolving 50+ daily incidents in ManageEngine ServiceDesk Plus while maintaining 98% SLA compliance.
• Administered Active Directory, Microsoft 365, and Entra ID accounts, supporting onboarding, offboarding, password resets, access changes, and role-based permissions.
• Troubleshot desktop, software, and network issues across distributed sites, minimizing user disruption and restoring service quickly.
• Deployed software and security patches through SCCM, reducing endpoint vulnerabilities by 40%.
• Improved first-call resolution by 20% through service documentation, workflow updates, and knowledge base maintenance.
• Mentored 5 junior technicians, improving troubleshooting consistency and reducing escalation rates by 25%.
• Managed hardware repairs, software licensing, and asset records using Asset Explorer and related ITSM tools.

IT Technician at Econet Wireless (2003-06 – 2010-03)

• Installed, configured, and repaired desktops, laptops, and peripherals for 500+ users across multiple locations.
• Resolved LAN/WAN, printer, and wireless connectivity issues to minimize downtime and maintain service reliability.
• Performed software installs, endpoint configuration, and security updates to maintain system compliance.
• Supported backup and recovery operations contributing to 99.5% uptime.

MSc in Information Security – Ontario Tech University

BSc (Honours) in Management Information Systems – Midlands State University