Donald Tsotetsi

Dedicated and technically minded IT graduate with a strong interest in cybersecurity. Skilled in network fundamentals, system security, threat detection, troubleshooting, and IT support. Experienced using ticketing systems including ManageEngine, ServiceNow, and Zendesk for incident tracking and IT service management. Equipped with hands-on knowledge gained through academic projects, labs, and independent study. Eager to grow within a cybersecurity or IT support environment.

ICT Technician - Mafube Local Municipality

(2023-08 - 2025-07)

• Resolved 50+ monthly helpdesk tickets using ManageEngine ServiceDesk Plus, tracking incidents through full lifecycle from triage to closure.
• Administered VOIP systems, monitored network performance, and maintained system uptime.
• Delivered cybersecurity and systems training to municipal staff.
• Managed IT asset inventory and performed routine hardware maintenance.
• Conducted system diagnostics, data recovery, and mobile device configuration.
• Documented incidents, created knowledge base content, and maintained configuration records.
• Ensured compliance with IT policies and Occupational Health & Safety requirements.
• Collaborated with vendors to resolve escalated technical issues.

Diploma - Information Technology - Vaal University of Technology (2018 - 2023)

Grade 12 - Mfundo Thuto Secondary School (2016)