Kabo Mulenga

I support healthcare technology used by facilities across Zambia, with a focus on how reliable Network Operations Center (NOC) systems affect service delivery. My background blends IT Cyber Best Practices with hands-on service desk operations, endpoint support, and network monitoring.

In my current Service Desk and NOC Support Intern role at TUSO Business Dynamics, I help keep SmartCare Pro—Zambia’s Electronic Health Record (EHR) system—available by monitoring connectivity, detecting incidents, troubleshooting endpoint and connectivity issues, and ensuring service requests are logged, followed up, and escalated correctly. I also coordinate with Internet Service Providers (ISPs) when outages or connectivity problems are identified, contributing to service continuity through structured service management procedures.

Previously, as a Service Desk Intern at the Institute for Health Measurement, I provided frontline user support via phone and ticketing, supported user access requests, documented and prioritized incidents, and escalated complex cases to Level 2 and Level 3 support teams. I’m passionate about Windows 11 for practical IT troubleshooting, and I’m actively interested in cybersecurity, digital infrastructure, and software development—guided by credentials such as Cisco Certified CyberOps Associate and Microsoft Security Essentials.