Open to opportunities

Kudzaishe B Shangwa

@kudzaishebshangwa

Help Desk & Customer Support Specialist delivering reliable IT support, troubleshooting, and customer-focused resolution.

Zimbabwe

Message

What I'm looking for

I’m looking for a role where I can deliver first-line IT support and customer-focused troubleshooting—handling Zendesk tickets, remote assistance, and accurate documentation—while growing my skills in network support, user account management, and service delivery.

I’m a Help Desk & Customer Support Specialist with over 2 years of experience providing IT support, technical troubleshooting, customer service, data entry, and help desk assistance across logistics and higher education environments.

I manage support tickets through Zendesk, resolve hardware and software issues, and support end users via phone, email, and remote desktop tools such as AnyDesk. I also keep accurate records and documentation while delivering first-line support and meeting service targets.

Experience

Work history, roles, and key accomplishments

Help Desk Technician

Bindura University of Science Education

Dec 2025 - May 2026 (5 months)

Provided first-line IT support by resolving hardware, software, and network issues, managing help desk tickets, and installing systems. Performed user password resets and maintained technical documentation.

Help Desk Support IT Support Technical Support Network Troubleshooting Zendesk Password Resets

Help Desk Support Officer

YouPro Contact

Feb 2025 - Nov 2025 (9 months)

Delivered first-line technical support by managing Zendesk tickets and resolving end-user issues. Completed data entry and maintained service records to support daily operations.

Zendesk Help Desk Support IT Support Technical Support Ticketing Systems Data Entry Customer Service

Call Center Agent

YouPro Contact

Feb 2024 - Jan 2025 (11 months)

Handled inbound and outbound customer interactions while maintaining customer databases and resolving customer issues. Worked to meet service targets and support consistent customer service delivery.

Customer Service Call Handling Database Management Data Entry CRM Systems Phone Support

Electronics Lab Assistant

University of Zimbabwe

Sep 2022 - Jun 2023 (9 months)

Provided technical support and maintained lab equipment by troubleshooting issues and assisting students and staff. Supported day-to-day operations through equipment upkeep and technical problem resolution.

Technical Support Equipment Maintenance Troubleshooting Hardware Support Student Support IT Support Help Desk Support

Education

Degrees, certifications, and relevant coursework

University of Zimbabwe

Bachelor of Science (Honours), Electronics and Telecommunications Technology

2019 - 2024

Grade: Upper Second Class (2.1)

Completed a Bachelor of Science (Honours) in Electronics and Telecommunications Technology at the University of Zimbabwe from 2019 to 2024, achieving an Upper Second Class (2.1).