Jim Maphopha

IT Support and Cybersecurity professional with hands-on experience delivering 1st/2nd line end-user support in enterprise environments. Skilled in Microsoft 365, Active Directory/Entra ID administration, and endpoint management across Windows and macOS (Intune, Jamf, ManageEngine Endpoint Central, Sophos). Strong troubleshooting and customer service, with proven ticket management in ServiceNow and consistent SLA performance (90–95%).

End-User Support at South African Reserve Bank (2026-01 – 2026-07)

• Provide customer-focused end-user 2nd line IT support
• PowerShell or command-line for scripting
• Ensure device compliance with organisational policies and standards
• Support email and cloud services on Microsoft 365
• Setting up devices for current and new users
• Device imaging/re-imaging
• Remotely install applications on user's devices
• Moving already set up PC's to the correct OU
• Using Sophos for device management
• Using Sophos for Bitlocker recovery key
• Using Manage Engine for manging devices already on company's domain
• Troubleshoot and resolve issues with Microsoft 365 and Active Directory/Entra ID
• Installing and configuring computer systems and applications
• Maintaining and managing desktop environment, including updates, patches and security
• Maintaining high levels of client satisfaction
• Supporting windows/macOS
• Windows device enrolment on Azure
• Mac device enrolment on JAMF
• Unlock user accounts on AD
• Reset user password on AD
• Update user profiles on outlook
• Troubleshooting shooting user's outlook profiles when emails bounces/not delivered
• Troubleshooting issues to identify root causes accurately
• Escalate complex issues to senior engineers when needed
• Contribute to internal documentation and process improvements
• Communicate progress and resolution details to users
• Manage user accounts, groups, and permissions in Active Directory
• Use BeyondTrust to securely access and manage privileged accounts on servers and critical systems
• VPN connectivity support
• Diagnose and resolve technical issues related to user accounts, access permissions, and server connectivity
• Using ServiceNow for incident/ticket logging
• Maintained average of 90%-95% SLA

Service Desk Agent at South African Reserve Bank (2025-10 – 2025-12)

• Provided first-line IT support to users via phone, email, and ServiceNow ticketing system
• Logged, updated, tracked, and resolved incidents and service requests throughout the ticket lifecycle
• Responded to user inquiries and provided timely technical support in line with SLA requirements
• Supported Active Directory tasks including password resets, account unlocks, and user access requests
• Assisted with granting and revoking access to shared drives, folders, VPN, and business applications
• Escalated complex incidents to senior engineers or relevant support teams when required
• Communicated ticket progress, troubleshooting steps, and resolution details clearly to end users
• Responded to user inquiries
• Used ServiceNow for incident/ticket logging
• Mailbox Monitoring for when on standby
• Unlock user accounts on AD
• Reset user password on AD
• Update user profiles on outlook
• Troubleshooting shooting user's outlook profiles when emails bounces/not delivered
• Troubleshooting issues to identify root causes accurately
• Escalate complex issues to senior engineers when needed
• Contribute to internal documentation and process improvements
• Communicate progress and resolution details to users
• Manage user accounts, groups, and permissions in Active Directory
• Use BeyondTrust to securely access and manage privileged accounts on servers and critical systems
• VPN connectivity support
• Diagnose and resolve technical issues related to user accounts, access permissions, and server connectivity
• Using ServiceNow for incident/ticket logging
• Maintained average of 90%-95% SLA

Endpoint Security Analyst at Discovery Limited (2024-08 – 2025-02)

• Microsoft Intune Administrator
• Windows Defender Administrator
• Design and implement Microsoft Intune solutions for endpoint management, including device enrolment, policy configuration, and application deployment
• Implement security policies and configurations to ensure the protection of endpoints through Intune
• Manage security baselines and compliance policies to meet organizational security standards
• Package and deploy applications using Intune, ensuring proper distribution and version control
• Collaborate with application owners to streamline the deployment process
• Create and manage configuration profiles to enforce settings and restrictions on devices
• Implement conditional access policies to control access based on device compliance
• Plan and execute upgrades to Intune services and stay current with feature releases
• Evaluate and resolve any issues found in reporting and compliance
• Deal with outbreak control and resolve any possible threats
• All relevant documentation of Security platform and supporting processes

Information Security Administrator at Discovery Limited (2024-02 – 2024-07)

• Create email addresses/Distribution lists/Shared mailbox
• Grant user with roles/permissions (Email sharing, Share drive, VPN access, Citrix access
• Resign users from the system
• Attend to log tickets on ServiceNow and resolve within SLA
• To safeguard the sensitive company information from being tempered some unauthorized personnel
• Creating new user accounts on Active Directory
• Creating new user mailbox on Microsoft Exchange server
• Creating and granting rights on print server
• Granting access on shared folders and creating personal folders on the network
• Permission and restrictions monitoring on shared folders and Active directory
• Moving of mailboxes from different domains including overseas servers
• Creating users and enabling users to the correct pools
• Active directory Administration
• Space monitoring on shared folders on the network
• Creating network drives
• Creating Security groups and Service accounts on Active directory
• Creating of Distribution List and shared mailboxes on Microsoft Exchange
• Administering of system accounts on Paradigm (Citrix)
• Managing multiple severs using ADManager Plus
• Performing DLP daily analysis on Forcepoint
• Ensuring users are on the correct OU's
• Monitoring phishing emails using Grafana system
• Data/document encryption using MOVEit

Diploma in Information Technology – Tshwane University of Technology (2023)