Mpendulo Dlamini

Experienced IT professional with Microsoft 365, Azure, Networking, Cybersecurity and IT support. Skilled in troubleshooting, vendor management, cloud administration, documentation and Entra ID.

IT Support Technician at Gijima Technology Group (2021 – 2023)

• Acted as the single point of contact for end-users, accepting and logging faults/requests via ticketing system (including telephonic and email channels), categorizing issues, issuing ticket references, prioritizing, and assigning to appropriate teams or escalating (cascading) to second-level support when required.
• Identified, diagnosed, and troubleshot a wide range of first-line issues timeously, providing first-time resolutions for common desktop and Microsoft 365 problems (e.g., MS Office applications, file access, internet connectivity, and network issues), achieving high user satisfaction and adherence to SLAs.
• Managed high volumes of service requests, ensuring timely acknowledgment, resolution, and updates while maintaining accurate user information and records in line with data protection requirements.
• Delivered telephonic and remote assistance to resolve pertinent desktop/application issues, educated users on IT policies, Microsoft 365 tools, and best practices to enhance productivity and reduce recurring incidents.
• Contributed to service desk process improvements by developing documentation for recurring problems, building an internal knowledge base, and providing feedback on infrastructure enhancements and security practices.
• Monitored IT infrastructure, identified potential issues proactively, collaborated with the team on architecture/security improvements, and communicated progress/solutions transparently with stakeholders and management.

NQF Level 7 – Institute of Chartered IT Professionals (2024)

NQF Level 6 in Information Technology- Support Services – Tshwane University of Technology (2021)