Precious Tapiwanashe Zimucha
Gdansk
Summary
Results-driven Senior Product Support Specialist with 4+ years of experience in IT support, service operations, and product troubleshooting. Strong expertise in Google Workspace, ITSM tools, security governance, and incident management. Adept at optimizing service performance, automating processes, and improving user satisfaction. Passionate about continuous improvement, transformation projects, and enhancing collaboration platforms.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Senior Product Support Specialist
THOMSON REUTERS
01.2023 - Current
- Google Workspace & Mailing Services: Manage and optimize Google Workspace collaboration tools, ensuring seamless integration and governance of third-party services (Mailjet & Smarthost)
- Incident & Service Management: Handle L2/L3 support, investigating complex incidents, implementing preventive measures, and coordinating with Managed Services partners
- Process Automation & Governance: Identify and automate service processes to enhance efficiency, security, and compliance
- User Training & Documentation: Develop and maintain training materials, user guides, and FAQs to support end users
- Operational Collaboration: Work with app owners and communication teams to improve Mailjet usage and service performance
IT Support Specialist
ATOS POLAND GLOBAL SERVICES
04.2022 - 01.2023
- Provided technical assistance for end-users, including software installation, system configurations, and troubleshooting hardware issues
- Administered Google Workspace & Office 365 accounts, ensuring smooth collaboration and email services
- Maintained incident logs and worked closely with L2/L3 teams to escalate complex issues
- Conducted security assessments and applied compliance measures to IT environments
IT Technician
P.R CREDIT EXPERT
11.2019 - 02.2022
- Installed, configured, and maintained IT infrastructure, including networks, routers, and security systems
- Provided remote support via phone and email, troubleshooting technical issues and guiding users through solutions
- Managed system updates, backups, and user access control to ensure security and performance
- Provided remote technical support, resolving issues quickly without requiring onsite visits whenever possible.
- Participated in planning sessions for IT projects, contributing technical expertise to ensure successful project outcomes.
Education
Bachelor of Science - Computer Engineering and Mechatronics
Wyższa Szkoła Gospodarki W Bydgoszczy
Bydgoszcz12-2022
Skills
- Google Workspace Administration
- ITSM Tools & Incident Management
- Service Operation and Governance
- Process Automation and Optimization
- Microsoft Office 365
- Technical Troubleshooting and Root Cause Analysis
- Escalation Management
- Training and Documentation
- Time management
- Communication Skills
- Customer Advocacy
- Product expertise
Certification
- Licence to Support, British Broadcasting Corporation
- Lean Sigma 6 White Belt, The Council of Six Sigma Certification
Languages
English
Native language
Timeline
Senior Product Support Specialist
THOMSON REUTERS
01.2023 - Current
IT Support Specialist
ATOS POLAND GLOBAL SERVICES
04.2022 - 01.2023
IT Technician
P.R CREDIT EXPERT
11.2019 - 02.2022
Bachelor of Science - Computer Engineering and Mechatronics
Wyższa Szkoła Gospodarki W Bydgoszczy
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