Open to opportunities

Terence Chisenga

@terencechisenga

Message

I keep enterprise users productive through reliable IT support and systems administration.

Zambia

Message

What I'm looking for

I'm looking to continue delivering hands-on enterprise IT support, systems administration, asset management, and remote user support while contributing to reliable infrastructure and well-managed service desk operations.

I'm currently supporting more than 80 users at Cerba Lancet Africa, resolving desktop and laptop issues at first contact while managing IT infrastructure, ServiceNow tickets, backups, softphones, and over 120 assets across four locations.

Previously, I supported end users and internal systems at Betway-Osiris Trading Africa, DHL, Deloitte and Touche, and MTN ITSS. My work has included Active Directory and domain access management, Microsoft 365 deployment, operating system support, hardware and software troubleshooting, network support, vendor coordination, and remote assistance.

With over 10 years in enterprise IT environments, I'm a Full ICTAZ member and continue building my IT and business management knowledge through a distance-learning degree program.

Experience

Work history, roles, and key accomplishments

Current

IT Support Technician

Current

Cerba Lancet Africa

May 2024 - Present (2 years 3 months)

Provides system administration, helpdesk support, and end user support for over 80 users, maintaining high first-contact resolution rates. Manages IT assets, network infrastructure, and vendor relationships.

System Administration Active Directory Help Desk Remote Support TeamViewer RDP Networking LAN WAN DNS DHCP Troubleshooting MacOS Android Office 365 3CX Dropbox ServiceNow IT Asset Management Vendor Management

IT Technician

Betway-Osiris Trading Africa

Apr 2021 - Feb 2024 (2 years 10 months)

Provided L1 systems administration and support, managing user tickets and domain access. Enhanced system performance through regular updates and supported Office 365 deployment.

Systems Administration Help Desk ServiceNow Jira Remedy Vendor Management Project Coordination IT Asset Management Office 365 3CX Remote Support

End User Support Technician

DHL

Jan 2020 - Mar 2021 (1 year 2 months)

Provided IT support to end users, managed ticketing system, and performed system monitoring. Installed and supported point of sale software and hardware.

IT Support Ticketing Systems Jira System Monitoring Point of Sale Windows 10 Windows 8.1 Windows 11 Active Directory

IT Support Assistant

Deloitte and Touche

Aug 2017 - Nov 2019 (2 years 3 months)

Delivered IT support to end users and infrastructure, managed helpdesk and Active Directory. Handled software and hardware installation, repair, and vendor management.

IT Support Help Desk Active Directory Installation Hardware installation Vendor Management Remote Support Inventory Management Endpoint Security

IT Support Engineer

MTN ITSS

Feb 2013 - Jul 2017 (4 years 5 months)

Provided IT support for end users and infrastructure, including software installation and hardware modifications. Diagnosed complex software and hardware issues and managed Active Directory.

IT Support Installation Troubleshooting Active Directory Remote Support Asset Management Vendor Management

Education

Degrees, certifications, and relevant coursework

Kopaline University

Bachelor of Science, Information Technology and Business Management

Currently pursuing a Bachelor of Science in Information Technology and Business Management through distance learning, with an estimated graduation in 2027.