Wanangwa Zgambo

IT Support Technician with hands-on experience installing, configuring, and repairing computer hardware, servers, and network infrastructure. Skilled in component-level repair and replacement (hard drives, memory, power supplies, network interface components), diagnosing hardware and connectivity issues, and troubleshooting Windows and Linux environments including basic command-line diagnostics. Experienced with network cabling, switches, and patch panels, and comfortable performing physical infrastructure work such as equipment installs, moves, and technology refresh projects.

Reliable, detail-oriented, and effective working independently or as part of a team in fast-paced, technical environments.

IT Professional - Contract at FHI 360 (2024-10 – Present)

Provide technical support and troubleshooting for computer hardware, servers, network devices, and other IT equipment.

• Perform component-level hardware replacements, including hard drives, memory, power supplies, fans, and network interface components.
• Install, configure, replace, and maintain computers, servers, network equipment, and related IT hardware.
• Troubleshoot network connectivity issues involving Ethernet cabling, switches, patch panels, and network ports.
• Diagnose and resolve hardware, software, connectivity, and peripheral-related issues in a timely manner.
• Troubleshoot Windows and Linux operating systems and perform basic command-line diagnostics.
• Provide remote-hands and onsite technical support to assist with system maintenance and infrastructure operations.
• Assist with user and equipment moves, installations, upgrades, and technology refresh projects.
• Respond to technical support requests and service tickets, documenting troubleshooting steps and resolutions.
• Maintain accurate records of IT assets, equipment changes, repairs, and maintenance activities.
• Follow established IT procedures, security policies, change-management processes, and safety requirements.
• Escalate complex technical issues to network, systems, or engineering teams when necessary.

IT User Support Associate at FHI 360 (2022-01 – 2024-10)

• Provided hardware and software support for desktop, laptop, server, and networking equipment.
• Diagnosed and resolved hardware, operating system, connectivity, and peripheral issues.
• Installed and configured computers, network devices, printers, and other IT equipment.
• Supported Windows and Linux environments and performed basic command-line troubleshooting.
• Assisted with equipment inventory, asset management, and technology refresh projects.
• Used ticketing systems to document incidents, troubleshooting steps, and resolutions.
• Escalated complex network and server issues to senior engineering teams.

Bachelor of Science (Hons) in Business Computing and Information Systems – University of Central Lancashire (2020)