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samuel Gutu

@samuelgutu

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I resolve remote IT support issues across Windows, networks, VPNs, Microsoft 365, and end-user systems.

Zimbabwe

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What I'm looking for

I'm looking for an IT support or systems role where I can resolve user and network issues, improve support processes, support secure remote access, and continue growing in infrastructure, cloud, and cybersecurity.

I'm currently supporting 150+ remote employees at Omni Contact International, resolving hardware, software, network connectivity, VPN, MFA, and secure-access issues through TeamViewer, LogMeIn, Zendesk, and Jira Service Management.

I've maintained a 98% first-call resolution rate while resolving 20+ support tickets daily, improving response time by 15%, managing IT assets, and training employees on software usage and best practices.

Earlier, I designed and installed networks for 150+ clients using Cisco and Huawei devices, administered Windows and Linux servers, configured VPNs, DNS, DHCP, routing, switching, firewalls, and network equipment. I also bring graphic design experience producing digital marketing and branded content with Adobe Photoshop and Canva.

Experience

Work history, roles, and key accomplishments

Current

IT Support & Digital Service Specialist

Current

Omni Contact International (BPO)

May 2024 - Present (2 years 5 months)

Configured and managed user accounts and permissions through Active Directory and Microsoft 365 Admin Centre. Performed remote troubleshooting via TeamViewer and LogMeIn to fix hardware, software, and network connectivity issues for 150+ remote employees.

Graphic Designer

Old Mutual

Jul 2023 - May 2024 (10 months)

Created infographics for Old Mutual, Nyazongo Construction, O, mari and Premium baking and culinary school. Created marketing materials for SpaceshipDigital, including flyers, ads and other graphics & E-book Design.

Infographics Design Marketing Materials Flyers Advertising EBook Design Customer Service Social Media Digital Marketing Facebook Instagram LinkedIn WhatsApp Client Collaboration Project Management

IT Administrator

ZUPCO

May 2020 - Dec 2022 (2 years 7 months)

Installed and maintained network file servers and network operating systems. Administered OSI along VoIP, WLAN and SAN networks, and configured firewalls, routing and switching to maximize network efficiency and security.

Network Server Network Operating Systems OSI Model Configuration VoIP WLAN SAN Routers Proxy Switche WAN Optimizers DNS DHCP Firewalls Routing Switching Network Administration Network Monitoring Troubleshooting

IT Support

NGO Creative IT Solution

Feb 2018 - Mar 2020 (2 years 1 month)

Provided technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. Installed and configured wired and wireless HP, Samsung & Canon printers.

hardware troubleshooting Software Troubleshooting Networking Printer Configurations Windows DNS VPN IP connectivity Network Troubleshooting Project Management Load Balancing Routers Proxy Switche WAN Optimizers LAN DHCP Windows Server Administration Linux Server Administration

Freelance Graphic Designer

Surlews Graphic Design

Created professional designs including flyers, posters, logos, banners, business cards, and social media graphics for clients. Used Adobe Photoshop and Canva to produce engaging digital and print-ready designs.