Brian Simbeye

Coordinate and manage day-to-day operations for alarm systems, CCTV cameras, and access control by handling fault/service complaints, scheduling technicians, and ensuring timely repair, configuration, and maintenance. Monitor system integration with control rooms and response teams, perform routine checks and performance testing, and document incidents and escalations in line with policies.

Provided first-line IT support for computers, operating systems, software applications, peripherals, and security systems, diagnosing and resolving hardware, software, network, and security issues to restore availability. Installed and configured operating systems, software packages, and security devices, supported office equipment connectivity, and managed IT asset inventory and documentation.

Troubleshot call center hardware, software, network, and call-quality issues to minimize downtime, and provided technical assistance and training to call center agents. Managed system setup and user access, supported LAN/WAN and Wi-Fi connectivity including VPN configuration, administered PBX extensions, monitored team performance metrics, and generated reports to support service improvement.

Sourced customers to join the Zamtel network and maintained customer relationships over time. Provided after-sales service support to check customer progress with products and services.

Supported the Customer Service Representative by acting as the link between CSR and Team Leads while supervising day-to-day call center activities, including queue management. Resolved escalated issues, trained CSRs, conducted monthly performance feedback sessions, and escalated more technical issues to Team Leads/technical teams.

Handled customer queries related to solar system usage, troubleshooting phone-based solar issues and educating customers on safe use of solar products. Managed loan sales accounts, handled follow-ups for overdue customers, and acted as company representative on customer issues including technical problems such as Topstar dish support.

Entered company assets into maintenance systems and supported system management and administration for engineering planning. Created work orders, completed safety and job-card documents, evaluated monthly KPIs, prepared timesheets for employees and contractors, and assisted with leave application processing.

Assisted students working on their final-year systems development and provided IT support at Evelyn Hone College. Supported students with practical troubleshooting and guidance during their IT support activities.

Collected data from respondents and ensured it was securely handled for processing by supervisors and data entry officers. Supported accurate data collection and careful record handling throughout the enumeration process.

Registered and entered patients’ details and made appointments with medical practitioners. Maintained accurate appointment scheduling and patient record-keeping in the registry.

Completed Grade 12 (School Certificate).

Bachelor of Information Technology covering computer systems, programming, networking, and database management.

Diploma in Teaching Methodology focused on instructional design, classroom management, learner engagement, and assessment techniques.

Diploma in Computer Systems Engineering covering hardware, software development, networking, database management, integration, and troubleshooting.

Certificate in Monitoring and Evaluation involving assessing project effectiveness, data analysis, and reporting outcomes.