Makikela Letsoalo

Results-driven IT Support Technician with a Diploma in Information Technology: Network Management and proven experience supporting enterprise environments at scale. Delivered first-line technical support to 140+ call centre users across 3 branches and contributed to IT operations across 18 locations, resolving 10–20 support tickets daily. Proficient in Microsoft 365, Intune, Entra ID, UniFi networking, Sophos Endpoint Protection, and Pastel/Sage ERP.

Holds

Microsoft AZ-900 Azure Fundamentals certification, Cisco certifications in Networking, Cybersecurity, and Ethical Hacking, and is actively building Azure infrastructure skills. Unique cross-sector background spanning IT, agri-business, and industrial operations — with a willingness to relocate nationally, including to remote or rural sites.

IT Support & Network Technician (Internship) at B3 Insurance Brokers (2024-08 – Present)

• Resolved 10–20 support tickets daily, providing first-line IT support to 140+ call centre users across 3 branches and infrastructure spanning 18 company locations.
• Administered Microsoft 365 including user account management, licensing, password resets, and mailbox support for 500+ users.
• Managed Microsoft Intune for endpoint management and device compliance across the organisation.
• Configured and maintained UniFi wireless networks including access point setup and fault resolution.
• Supported HikCentral Connect access control systems — user setup, permissions, and authentication troubleshooting.
• Maintained Sophos Endpoint Protection for real-time endpoint security and threat monitoring.
• Assisted in implementing Multi-Factor Authentication (MFA) using Microsoft Authenticator and Conditional Access policies in Entra ID, securing Microsoft 365 access organisation-wide.
• Monitored and reported on Easipol disaster recovery backups; assisted with OS migration from Windows 10 to Windows 11.
• Provided Pastel/Sage ERP application support and resolved login and software-related issues.
• Logged and tracked all incidents using an IT ticketing and service desk system.

Plant Production Learnership at Westfalia Fruit (2023-08 – 2024-08)

• Supported agricultural production operations across one of SA's leading fruit exporters.
• Gained hands-on understanding of agri-business operations — valuable for IT support roles in agricultural or rural environments.
• Developed strong teamwork, operational awareness, and safety compliance skills in a production environment.

Lumber Drying Learnership at Merensky Timber (2021-11 – 2022-11)

• Operated within an industrial timber processing environment with strict safety and compliance standards.
• Assisted in maintaining production workflow efficiency and contributing to operational improvement.

Seasonal Sales Agent at ADT Security (2017-06 – 2017-08)

• Conducted outbound sales calls promoting security and alarm systems using VICI Dialler and Euphoria systems.

Diploma in Information Technology: Network Management – Rosebank College (2020-11)

Certificate in Microsoft Office – Jeppe College (2014-06)