Ndapandula Elise Latoya Mwatunga
Windhoek
Summary
MBA and Computer Science graduate, IT Services Analyst at NAMFISA and active member of the Market Conduct Framework Committee, with deep exposure to fintech regulation. Over 11 years of experience in IT service management and customer operations, designing data-driven solutions like Power BI dashboards and implementing customer retention strategies that drive loyalty and operational excellence.
Overview
11
11
years of professional experience
1
1
Certification
Work History
IT Services Analyst
NAMFISA
07.2015 - Current
- Provide IT support and train business systems users.
- Log and account for all the Service Requests (SRs) and provide feedback and feed-forward about all the SRs. Approximately 15 tickets per day.
- Analyse service desk data to identify trends, patterns, and improvement areas, providing management actionable insights through detailed reports.
- Help and educate users by developing and preparing manuals and FAQ materials.
- Collaborate with cross-functional teams to leverage data insights.
- Utilize data analysis tools such as Excel and Power BI to extract, manipulate, and visualize data.
- Help and educate users by developing and preparing documentation and operating manuals.
IT Helpdesk Officer
University of Namibia
03.2014 - 07.2015
- Log and managed approximately 30 incoming calls and emails per day from customers. All requests on the Helpdesk System.
- End-User Support and First-Line Troubleshooting.
- Installation, Maintenance, and support of desktop peripherals, hardware and software.
- Research and propose desktop applications to address end-user computing requirements.
- Maintain a list of all desktop applications per user.
- Maintain a register of desktop application licenses per user.
Education
Certificate - Big Data Technologies (NQF:7)
Namibia University of Science And Technology
Windhoek, KH12.2023
Masters in Business Administration (NQF:9) -
Midlands State University
Zimbabwe05.2020
Honours Degree - Computer Science and Mathematics (NQF:8)
University of Namibia
Windhoek, KH12.2014
Skills
- Customer Service Skills
- Communication Skills
- Ability to Work in a Team
- Creative Problem Solving Skills
- ITIL Framework
- Data Analysis
Accomplishments
- Designed Power BI dashboards improving reporting efficiency.
- Successfully implemented customer retention strategies in hospitality business, driving repeat business.
- Led service desk teams ensuring high service quality and compliance across ICT operations.
- Recognized for bridging technology, business, and customer experience to deliver measurable results.
Certification
- Career Boost with Power BI, Exodus Experts (January 2024 – January 2024)
- Power BI Data Analyst, Torque IT (March 2023 – March 2023)
- Service Desk Manager v8 Certificate, Torque IT (February 2022 – February 2022)
- Data Analysis Course, The University of Cape Town (January 2022 – March 2022)
- Necto Business Intelligence and Analytics, Digital Pangea (October 2018 – October 2018)
- COBIT 5 Foundations, APMG-International (May 2016 – May 2016)
- ITIL Foundation Course, Pink Elephant (February 2016 – February 2016)
References
1. Mr. Petrus Kafidi
General Manager: ICT - NAMFISA
pkafidi@namfisa.com.na
+264 81 142 1884
2. Mr. Pascal Haingura
Manager: Business Systems and Services - NAMFISA
phaingura@namfisa.com.na
+264 81 122 4486
3. Dr. Paulina Uugwanga
Vice Chancellor - Silvanus Vatuva College
puugwanga@gmail.com
+264 81 861 4663
Timeline
IT Services Analyst
NAMFISA
07.2015 - Current
IT Helpdesk Officer
University of Namibia
03.2014 - 07.2015
Certificate - Big Data Technologies (NQF:7)
Namibia University of Science And Technology
Masters in Business Administration (NQF:9) -
Midlands State University
Honours Degree - Computer Science and Mathematics (NQF:8)
University of Namibia
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