MCDARSENE MWALE
IT Engineer and Software Engineer with 7+ years of experience in enterprise IT support, software development, cloud infrastructure, Microsoft 365 administration, Azure support, networking, systems administration, endpoint support, technical troubleshooting, IT service management, automation, and AI-enabled workflow solutions. Supported 200+ enterprise users, maintained 95% SLA compliance, reduced issue resolution time by 35%, and delivered REST APIs, web applications, database solutions, network deployments, Microsoft Teams support, SharePoint support, PowerShell scripting, Power Platform and Power Automate workflows, API integrations, and business-process automation.
Languages
Engineering
AI & Automation
Cloud & DevOps
Infrastructure
Networking
Databases
Frameworks
M.Sc. Software Engineering
2021B.Sc. Mathematics & Computer Science
2018- EnglishFluent
- ChineseBasic
- ▸Microsoft Teams Technical Support
- ▸Digital Computing
IT Engineer
Sep 2025 — PresentEnd-to-end IT engineering and technical consulting for business clients across infrastructure, software, and AI-enabled automation.
- ▸Delivered infrastructure, troubleshooting, and software-enabled solutions improving system reliability and operational efficiency.
- ▸Designed, deployed, and maintained cloud services, business apps, endpoints, networks, and software environments.
- ▸Built and integrated REST APIs, backend services, automation workflows, and third-party systems to reduce manual work.
- ▸Implemented AI-enabled automation with Python, APIs, Power Platform, and Power Automate to digitize routine workflows.
- ▸Administered Microsoft 365, Azure, Teams, SharePoint, Outlook, PowerShell, and Power Platform.
- ▸Evaluated IT hardware, networking equipment, and software sourcing from China against client requirements.
- ▸Converted client requirements into technical proposals, implementation plans, and support documentation.
Senior Technical Support Engineer
Jun 2021 — Aug 2025On-site and remote technical support for 200+ enterprise users, maintaining 95% SLA and reducing resolution time by 35%.
- ▸Supported 200+ enterprise users across desktop, laptop, Microsoft 365, and business applications with 95% SLA compliance.
- ▸Resolved 60+ support tickets monthly, reducing issue resolution time by 35%.
- ▸Troubleshot M365, Teams, Outlook, SharePoint, endpoint, software, and performance issues with global escalation teams.
- ▸Automated reporting and data-handling with PowerShell, Power Platform, and Power Automate.
- ▸Created technical documentation and trained 100+ staff on Teams, Outlook, security, and IT procedures.
- ▸Partnered on endpoint audits, patch management, security controls, and compliance — improving compliance by 20%.
- ▸Supported Cisco switching, DHCP, SD-WAN, wireless-to-fiber migration, and new-office network deployment.
Software Engineer Consultant
Sep 2018 — Dec 2024Designed and delivered client-facing web applications, REST APIs, databases, and business systems across multiple projects.
- ▸Delivered web applications, REST APIs, database solutions, and business systems for clients.
- ▸Developed full-stack apps with Node.js, Laravel, Vue.js, TypeScript, PHP, and SQL.
- ▸Implemented authentication, data workflows, backend services, and external integrations.
- ▸Used Git/GitHub, Jenkins, Docker, and CI/CD for versioning, testing, and deployment.
- ▸Diagnosed defects, performance issues, and integration failures across the full lifecycle.
- ▸Configured and supported client IT environments — networking, VPN, accounts, and software.
Senior ICT Officer
Aug 2018 — Sep 2019Managed branch-level IT infrastructure for five departments across two physical sites.
- ▸Administered switches, routers, endpoint protection, shared drives, backups, OS updates, and user support.
- ▸Improved network uptime to 99.5% through proactive monitoring and rapid outage resolution.
- ▸Mitigated 12+ real-time security threats and supported endpoint security and IT policy compliance.
- ▸Developed and maintained ICT systems, applications, and a user database for operational reporting.