Tariro Mawunganidze
Bydgoszcz
Summary
Experienced IT professional with expertise in customer support, team management and Project management. CAPM, ITIL, and Google Project Management certified. Strong track record in problem-solving and stakeholder communication. Tech-savvy leader skilled in business continuity and team development. Committed to driving results and continuous improvement.
Overview
5
5
years of professional experience
24
24
years of post-secondary education
10
10
Certifications
1
1
Language
Work History
Deputy Process Analyst
Atos
Bydgoszcz, Kujawsko-Pomorskie
06.2024 - Current
- Conducted walk-through demonstrations of proposed process changes.
- Produced documentation outlining process improvement solutions.
- Increased customer satisfaction by implementing improved processes that addressed service delivery issues.
- Increased efficiency and team performance by implementing actionable process improvements.
- Identified bottlenecks within workflows, implementing solutions that bolstered overall throughput capacity.
1st Line Support Analyst/Engineer
Atos
Bydgoszcz, Kujawsko-Pomorskie
03.2022 - Current
- Successfully managed a high-volume workload, handling an average of 20+ incoming calls per day while simultaneously providing support and resolutions to IT-related issues through various communication channels
- Collaborated closely with the SDM to ensure seamless support operations, resulting in reduction of average response time for user inquiries and incidents
- Demonstrated strong multitasking abilities by effectively prioritizing and managing an average of 30+ support tickets daily, ensuring adherence to SLAs and achieving above 90% ticket resolution rate within agreed-upon timeframes
Deputy Team Manager
Atos
04.2023 - 06.2024
- Led a team of 15 support analysts, overseeing daily operations
- Achieved and maintained over 80% SLA adherence throughout the year, a first in the project's history
- Analyzed KPI dashboards using Power BI, providing actionable insights that improved team performance by 15%
- Actively participated in daily stand-ups and SCRUM meetings, presenting team metrics and proposing process improvements
- Conducted regular one-on-one sessions with team members to address concerns and support professional growth, resulting in improved team morale
Hardware Testing Engineer
Ivy Technology
01.2022 - 03.2022
- Conducted rigorous testing of motherboards to ensure functionality and compliance with quality standards.
- Diagnosed and resolved hardware issues, achieving a 95% success rate in identifying faults.
- Utilized diagnostic tools and software, including [specific tools, e.g., Multimeter, Oscilloscope, or diagnostic programs], to test and troubleshoot components.
- Collaborated with engineers to analyze testing results and improve product design and reliability.
- Documented test procedures, results, and identified defects, ensuring clear communication with production teams.
- Maintained a clean and organized work environment to comply with safety standards.
Project Manager
Showground Grill
Harare
06.2020 - 08.2021
- Supported project planning and execution using Google Sheets and Trello, ensuring deadlines were met for over 25 events.
- Identified and implemented process improvements with scheduling software, reducing inefficiencies by 12%.
- Coordinated with cross-functional teams of 10 staff to facilitate smooth event launches and daily operations.
- Monitored risks and implemented mitigation strategies, maintaining a 100% success rate in event delivery.
- Documented and tracked project progress using Google Workspace and inventory management systems.
- Provided regular updates to stakeholders via email and reporting dashboards.
- Collaborated with diverse teams to align goals, improve communication, and optimize results.
- Gained hands-on experience managing time-sensitive projects under tight deadlines using project management principles.
Education
Bachelor of Science - Computer Engineering and Mechatronics
Wyższa Szkoła Gospodarki W Bydgoszcz
Bydgoszcz, Poland 04.2001 - 05.2025
Skills
MS Office
Project planning
Jira
Project Management
Customer support
ServiceNow
Linux
C#
PowerShell
Power BI
Salesforce
undefinedCertification
Certified Associate in Project Management (CAPM) - PMI
Timeline
Deputy Process Analyst
Atos
06.2024 - Current
Deputy Team Manager
Atos
04.2023 - 06.2024
1st Line Support Analyst/Engineer
Atos
03.2022 - Current
Hardware Testing Engineer
Ivy Technology
01.2022 - 03.2022
Project Manager
Showground Grill
06.2020 - 08.2021
Bachelor of Science - Computer Engineering and Mechatronics
Wyższa Szkoła Gospodarki W Bydgoszcz
04.2001 - 05.2025
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