Summary

Panashe Mutikori, Technical Support Specialist
+263775715444 | pmutikori@gmail.com | linkedin.com/in/panashe-m-513029104

Professional Summary

IT Infrastructure and Network Specialist with over 3 years of experience driving system reliability, cybersecurity, and support efficiency across multi-branch environments. Proven success implementing centralized monitoring, backup power solutions, and automation strategies for large-scale operations in high-availability environments. Achievements include 99.9% network uptime, 90% phishing reduction, 50% onboarding time reduction, and sustained 30–40 transactions/hour across 20 branches serving 650 users.

Qualifications

·       Master of Science in Big Data Analytics | Zimbabwe (Expected Dec 2025)

·       Bachelor of Science in Computer Science | Africa University, Zimbabwe (2018–2022)

·       Cisco CCNA Certification (2021), AWS Cloud Practitioner Certification (2021)

Professional Experience

Technical Support Specialist | March 2021 – Present
Powerspeed Electrical – Harare, Zimbabwe
https://www.powerspeed.co.zw

·        Network Optimization & Uptime: Deployed centralized monitoring and dual-ISP systems, achieving 99.9% uptime and reducing downtime by 30% across 20 branches; contributed to multi-site network management and failover and redundancy planning.

·        Cybersecurity Enhancement: Led security policy rollout and training for 200+ staff, reducing phishing incidents by 90% and improving compliance to 95%; implemented information security policies and cybersecurity incident response protocols.

·        Efficiency in IT Support: Implemented automated ticketing and resolution tracking, cutting backlog by 40%, resolution time by 25%, and improving satisfaction by 15% through IT service management (ITSM) improvements.

·        Sales Continuity & Recovery: Reduced POS downtime from 12 to 3 hours and transaction failures by 40%, maintaining 30–40 sales/hour per branch during outages.

·        Cross-Functional Coordination: Led training of 10 interns, coordinated with 7 IT staff and 2 programmers to support 650 users and 250 POS units while strengthening end-user support optimization.

Junior IT Technician | June 2020 – August 2020
Econet Cell For You – Harare, Zimbabwe
https://www.econet.co.zw

·        Network Setup & Support: Installed and maintained internet connectivity across locations, ensuring optimal service delivery.

·        IT Documentation: Authored step-by-step guides that cut onboarding time by 50% and reduced troubleshooting time by 30% through structured root cause analysis.

Key Achievements

·        Network Uptime: Achieved 99.9% network availability and supported 30–40 transactions per hour per branch using real-time monitoring dashboards.

·        Security Leadership: Reduced phishing by 90% and cut security-related incidents by 30% through training and simulation.

·        Operational Efficiency: Lowered IT support costs by 50%, raised customer satisfaction by 15%.

·        Team Development: Built a knowledge base and trained 40 staff, cutting onboarding time by 50% with structured technical training program development.

·        Disaster Readiness: Cut recovery time from 12 hours to 3 and improved UPS coverage across all branches with 12-hour failover capacity.

Technical & Professional Skills

·        Networking & Security: Cisco CCNA, Firewall Configuration (Sophos), ISP Failover, 12-hour UPS backup, Disaster Recovery Planning, Security compliance monitoring.

·        Cloud & Systems: Microsoft 365, AWS Cloud Practitioner, Remote Desktop Services, Database Management, Cloud-based administration.

·        Programming & Analytics: Python, JavaScript, SQL Server, Power BI, KPI tracking for IT operations.

·        Support & Documentation: IT Ticketing Systems, Knowledge Base Development, Hardware/Software Lifecycle Management, Change management protocols.

Additional Information

·        Developed Face Recognition Attendance System using Python & Django.

·        Interests: Cybersecurity, Data Analytics, IT Mentorship.

Education

Jan 2024 - Dec 2025 Masters in big data analytics at Chinhoyi University of science and technology

Aug 2018 - Jun 2022 Bachelor of science in computer science at Africa University

July 2021 Cisco Certified Network Associate at Cisco Certifications

Oct 2021 AWS Certified Cloud Practitioner at Amazon

SKills