Clarence Tinotenda Chipiro 🇿🇼

ISP | CSP | MSP Cloud Architecture & Identity: • Manage Microsoft 365 identity ecosystem (Entra ID, Intune, Purview, Exchange, SharePoint). • Lead on-premise → cloud and cloud-to-cloud migrations with minimal downtime. • Automate tenant administration using PowerShell. • Registered, Transferred and Managed domains in Cloudflare & GoDaddy. Network Engineering & Security: • Manage Fortinet firewalls, Cisco switches, and routers for secure, high-availability networking. • Implement security controls including VPN, MFA, and access filtering. • Monitor network performance and proactively resolve connectivity issues. Configured & troubleshoot SDWAN, IPSec, ZTNA, Zero Touch Provisioning, MPLS, DDNS Infrastructure & Server Administration: • Administer hybrid Windows and Linux servers with focus on system hardening, patching, and backups. • Maintain Active Directory, DNS, DHCP, and core network services. Cybersecurity & Governance: • ISC2 Certified in Cybersecurity (CC) applying security frameworks, vulnerability mitigation, and disaster recovery planning. • Support regulatory alignment, security policies, and risk mitigation across IT infrastructure. Documentation: • Document network configurations, server and cloud setups, troubleshooting steps, and IT assets. • Generate reports on system health, performance, and security metrics. • Recommend process improvements to enhance operational efficiency and IT governance.

• Led development of the organization’s Data Protection Governance Framework • Established the Records of Processing Activities (RoPA) across business units • Initiated privacy-by-design integration within cloud and network architectures • Conducted data mapping and gap analysis • Prepared internal documentation for regulatory readiness with the Postal and Telecommunications Regulatory Authority of Zimbabwe (POTRAZ) • Developed internal risk registers, policies, and technical data protection controls • Designed a mock breach response exercise to test 24-hour incident notification capability • Coordinated cross-departmental privacy awareness and regulatory preparedness

Data Center Deployment & Operations: • Racked, stacked, commissioned, and decommissioned Cisco networking and server infrastructure in data centers and disaster recovery sites. • Deployed and configured routers, switches, firewalls, and servers for upgrades, migrations, and refresh projects. • Conducted 10+ site surveys for ISPs, banks, and fintech organizations to assess infrastructure requirements. Network & Project Implementation: • Configured Cisco network devices across primary and recovery sites, ensuring redundancy and operational continuity. • Implemented and managed complex network projects for clients including CBZ Bank, CABS, ZB Bank, Standard Chartered Bank, Vodafone India, NCR Atleos, Verizon, Orange, British Telecom / VISA Inc. • Ensured adherence to best practices for data center infrastructure, high availability, and system resilience.

Network Support & Operations: • Supported VIP clients with TCP/IP network and domain queries. • Collaborated with Engineering and NOC teams on L3 network projects. • Migrated clients to newer Huawei OLTs for improved performance. • Utilized network management tools including iMaster NCE, MAE, and Splunk. ServiceNow Administration & Reporting: • Managed tickets for Helpdesk teams, ensuring SLA compliance. • Led ServiceNow projects and initiatives to support data-driven decision-making. • Created, optimized, and maintained dashboards and reports for operational insights. • Provided training and support to staff on ServiceNow usage and processes. • Documented processes, procedures, and policies in ServiceNow, Confluence, and Jira. Domain & Identity Management: • Hosted, migrated, and managed domains. • Managed compliance, security, and access for Office 365 users via Microsoft Intune, SharePoint, Teams, and Exchange Online. • Provided remote support for Office 365 clients, ensuring continuity and performance. Documentation & Knowledge Management: • Maintained detailed documentation of network configurations, projects, and governance processes. • Developed SOPs to standardize operations and enhance knowledge transfer.

Helpdesk & First-Line Support: • Provided first-line network and IT support for home and business clients with consistently outstanding performance. • Supported walk-in, written, and remote requests through managed 24/7 contact center shifts. • Escalated and coordinated complex issues with SOC, NOC, IS, GPON support, cloud, cybersecurity, finance, and sales teams. Technical Support & Systems Expertise: • Resolved queries on Internet Access Systems/Services, ensuring SLA compliance. • Experienced in 24/7/365 technical support using Zendesk, Prism, ServiceNow, Splunk, RADIUS, Axiros, Sandvine, O365. • Configured and troubleshot WAN, LAN, WLAN, MPLS, LTE, GPON (FTTH & FTTO), VSAT, VoIP, VAS, Emails, and Office 365. Cross-Functional Collaboration: • Worked with multiple internal teams to provide seamless technical support and escalate critical incidents efficiently.

Technical Deployment & Support: • Deployed, configured, and troubleshot routers, Wi-Fi extenders, wireless access points, printers (wired & wireless), smart TVs, and other smart devices. • Provided desktop support for Windows 7/8/10/11 and macOS end users, resolving hardware and software issues efficiently. • Assisted clients with connectivity, device integration, and troubleshooting to ensure seamless IT operations.

• Served 50+ clients per day • Receipted and cashed-up sales • Presented projects at annual general conferences • Stock-on-hand management & Stocktake preparations • Data entry of stock & pricing information in the system • Reported to the 2IC (2nd in charge) & the Branch Manager • Troubleshoot Back Office Systems and Front Office systems

• Information Systems Policies, Standards, Procedures, Guidelines & Baselines • Information Security & Risk Management • CIA (Confidentiality, Integrity & Availability) • Asset Management & Security • Communication and Network Security • Personnel Security & Compliance • Identity and Access Management • Security Operations