HAMMOND MUTAMBARA

Technical Support Team Lead, Oura ring Dec 2023 — Present

• Led technical support team, enhancing customer satisfaction and response times.
• Implemented training programs to boost team performance and technical knowledge.
• Collaborated with engineering teams to resolve complex technical issues swiftly.
• Analyzed support metrics to identify trends and improve service delivery.
• Developed documentation and resources for troubleshooting and best practices.

Technical Support Specialist July 2022 – December 2023

• Provided technical support for software, hardware, and network issues via phone, email, and live chat, consistently meeting or exceeding resolution time targets.
• Troubleshot connectivity problems, application errors, and device malfunctions, guiding users through step-by-step solutions and escalating complex cases as needed.
• Documented technical issues and resolutions in the support system, contributing to a comprehensive knowledge base for future troubleshooting.
• Collaborated with engineering and IT teams to identify recurring problems and implement process improvements, reducing repeat incidents.
• Educated users on best practices for system usage, security, and maintenance, enhancing overall customer satisfaction and technical proficiency.

Emergency Line Care Support, Lyft (USA) October 2021 – July 2022

• Provided responsive customer support via phone, email, and live chat, addressing insurance policy inquiries, claims, and coverage details.
• Streamlined claims processes by gathering critical information, documenting incidents, and coordinating with adjusters to ensure efficient resolutions.
• Educated customers on insurance products, including policy details and coverage limits, while collaborating with internal teams to resolve complex issues promptly.

Customer Service Advocate, Square Inc. (USA) January 2020 – June 2021

• Processed high volumes of credit and debit card transactions with accuracy, enabling seamless financial operations.
• Conducted regular transaction reconciliations to maintain accurate and up-to-date financial records, ensuring data integrity and operational efficiency.

IT Specialist, Nuestra Computers Jan 2017 — Jul 2021

• Over 4 years of hands-on experience in IT infrastructure management, hardware maintenance, Linux server administration, and networking.
• Delivered reliable technical solutions to support business operations, optimize performance, and ensure security across systems.
• Hardware Management: Installed, configured, and maintained desktops, laptops, servers, and peripheral devices. Diagnosed and repaired hardware issues, reducing downtime by 30%. Managed inventory of IT equipment and ensured compatibility with business needs.
• Linux Server Administration: Deployed, configured, and maintained Linux servers for web hosting, file sharing, and internal applications. Implemented user account management, access controls, and regular system updates. Automated backup and recovery procedures to secure critical business data. Optimized server performance through log monitoring and resource management.
• Networking: Designed, installed, and supported LAN/WAN infrastructure for office branches. Configured routers, switches, and firewalls to ensure secure and efficient connectivity. Monitored network traffic, troubleshot bottlenecks, and implemented QoS for critical services. Strengthened network security through firewall rules, VLAN segmentation, and VPN setup.
• Technical Support & Documentation: Provided tier 2/3 support for hardware, OS, and network issues. Maintained detailed documentation of IT procedures, configurations, and troubleshooting steps.

Technologies Used: Linux (Ubuntu, CentOS), Windows Server, Cisco/Juniper networking devices, VMware/VirtualBox, Bash scripting, TCP/IP, DNS, DHCP, VPN, Firewalls.