Christopher Nhira

Highly driven IT professional specialising in executive escalation management, customer resolution, and root cause analysis within enterprise support environments. Proven track record of managing high-impact, high-visibility accounts, stabilising critical situations, and restoring customer confidence through structured and proactive engagement. Experienced in working across SEMS-aligned environments, partnering with account teams, engineering, and leadership to deliver end-to-end resolution strategies.

Recognised for strong stakeholder management, operational leadership, and the ability to turn complex challenges into measurable improvements. Actively preparing for transition into a SEMS / Escalation Manager role through shadowing, continuous development, and increased ownership of strategic customer engagements.

Premier Support Engineer (Strategic Accounts & Escalations) at Lenovo – Point of Connected (2023-03 – Present)

Act as a key escalation owner for strategic enterprise accounts, managing critical and executive-level escalations end-to-end.

• Lead structured recovery efforts for high-risk accounts, implementing account-saving protocols and white-glove support models
• Partner with account managers, engineering, and global stakeholders to ensure timely resolution and aligned communication
• Conduct root cause analysis (RCA) on recurring and high-impact issues, driving preventative actions and long-term stability
• Played a pivotal role in stabilising key accounts (e.g. PRASA, Resbank), preserving customer relationships and ongoing business
• Designed and implemented customer-specific action plans, continuously reviewed to ensure performance and accountability
• Delivered tailored support approaches, including bespoke troubleshooting frameworks and expedited service models
• Actively contribute to SEMS readiness by shadowing escalation managers and developing deeper operational insight
• Recognised as "Best Customer Engineer – EMEA (May 2024)" for excellence in customer handling and resolution

Human Resource Manager at Beauty Care Recruitment (2020-02 – 2023-01)

• Support leadership decision-making through data analysis, reporting, and process improvement initiatives
• Strengthen stakeholder engagement and communication, directly supporting escalation management capabilities
• Drive training and development programs, reinforcing organisational performance and collaboration

IT Systems Analyst at DHL (2018-01 – 2020-01)

• Delivered and supported business-critical systems deployments across multiple operational sites
• Identified and mitigated risks during implementation, ensuring minimal disruption to operations
• Conducted post-incident reviews and root cause analysis, improving system reliability
• Ensured adherence to ITIL processes, supporting stable and scalable service delivery

ICT Service Desk Analyst at Dunelm (2020-01 – 2020-12)

• Managed incidents and escalations within SLA, ensuring efficient resolution and customer satisfaction
• Took ownership of complex and high-priority issues, ensuring clear communication and timely closure

ICT Desktop Engineer at South Warwickshire NHS Foundation Trust (2014-07 – 2020-01)

• Delivered frontline and escalated support within a critical healthcare environment
• Diagnosed and resolved complex technical issues while maintaining strict SLA adherence
• Supported service improvements to enhance system availability and user experience

BEng (Hons) in Computer Networks & Telecommunications – Coventry University

HND in Computing – Coventry City College

CompTIA A+ in Essentials & Technician – CompTIA