Jabulile Ngomane

Driven L1 Support Engineer with nearly one year of hands-on experience troubleshooting network and connectivity issues, including VPN, DNS, DHCP, and TCP/IP. Strong networking foundation gained through Cisco CCNAv7 studies, with practical knowledge of routing, switching, VLANs, wireless networking, and device configuration in both live and simulated environments. Certified in Fortinet technologies with NSE 3 FortiGate Operator and Fortinet Certified Associate in Cybersecurity credentials, complemented by a Cisco Network Defence Certificate.

Experienced in supporting end users, documenting and managing support tickets, and translating technical issues into clear, user-friendly solutions. Recognized as a proactive self-starter with a passion for continuous learning, strong customer service skills, and the ability to collaborate effectively with clients and internal teams. Eager to expand into voice technologies, advanced troubleshooting, and L2 support responsibilities

Junior IT Technician at MCE Solutions (2026-06 – Present)

• Support and troubleshoot network connectivity issues including VPN, DNS, DHCP, and TCP/IP to minimize downtime and maintain reliable communication across LAN/WAN environments.
• Assist with configuring, maintaining, and monitoring Windows Server environments and network-related system administration tasks.
• Support and resolve Microsoft 365 issues, including Outlook, Teams, and OneDrive problems, account access, and basic licensing queries.
• Log, prioritize, and track incidents and service requests through resolution using a structured ticketing system, escalating complex issues to senior engineers per SLA requirements.
• Investigate network and system performance issues, identify root causes of recurring problems, and apply structured troubleshooting methodologies.
• Support backup and disaster recovery processes and perform routine health checks to help maintain business continuity and network uptime.
• Maintain accurate technical documentation and network diagrams, including incident records and troubleshooting procedures.
• Communicate clearly with users and stakeholders to resolve issues efficiently and meet response-time expectations.

IT Support Intern at CAPACITI (2025-11 – 2026-05)

• Delivered first-line technical support for Windows systems, desktop hardware, software, and network-related issues.
• Diagnosed and resolved connectivity and system problems using command-line tools and systematic, methodical troubleshooting.
• Configured user accounts, managed access permissions, and supported device setup and onboarding within Active Directory.
• Logged, tracked, and documented technical incidents, maintaining accurate support and service records.
• Collaborated with IT team members to resolve issues efficiently while meeting service expectations and SLA response timelines.
• Escalated unresolved technical issues appropriately and maintained technical documentation for knowledge sharing.

Diploma in Information Technology (Support Services) – Nelson Mandela University (2024)

National Senior Certificate (Grade 12) – Siyabonga Secondary School (2016)