Mutondo Rachel

IT Service Desk Engineer with 2+ years of hands-on experience providing 1st and 2nd line technical support within a Managed Service Provider (MSP) environment. Experienced in managing and resolving user incidents, troubleshooting Windows environments, Microsoft 365, Azure/Entra ID, Exchange Online, networking, VPNs, endpoint issues and business applications. Strong experience supporting multiple client environments, managing tickets, communicating with users, documenting issues and escalating complex incidents to senior engineers.

CompTIA A+ and Microsoft Certified Windows Server Hybrid Administrator Associate (AZ-800 & AZ-801). Reliable, analytical and customer-focused, with a strong interest in developing further within a professional MSP environment.

Junior IT Technician | Microsoft 365 & Systems Support at Craythorne IT Enterprises (2024-06 – Present)

• Provide 1st and 2nd line technical support across multiple MSP client environments, managing and resolving 10–15+ incidents weekly through structured troubleshooting, ticketing systems, and SLA-driven support processes.
• Troubleshoot and resolve a wide range of Windows 10/11 hardware, software, user access, application, connectivity, and endpoint issues, providing both remote and onsite support.
• Administer Microsoft 365 and Entra ID environments, including user provisioning, account management, MFA, role-based access control (RBAC), Exchange Online mailboxes, permissions, and access management across multiple client tenants.
• Diagnose and resolve Entra ID/Azure AD sign-in issues, account lockouts, authentication problems, and identity synchronisation issues, escalating complex cases when required.
• Troubleshoot Outlook and Exchange Online issues, including profile corruption, performance problems, mailbox issues, authentication and mail-flow related incidents.
• Support OneDrive and SharePoint environments, resolving synchronisation, access, permissions, and policy-related issues for end users.
• Perform network and connectivity troubleshooting, including static IP configuration, VPN connectivity, shared drive access, and file/folder permission issues.
• Escalate complex infrastructure and technical issues to senior engineers when required and assist with troubleshooting and root-cause analysis.

IT SUPPORT TECHNICIAN TRAINEE at Craythorne IT Enterprises (2024-01 – 2024-02)

• Provided remote and onsite technical support to users, assisting with day-to-day hardware, software, account access, and application issues.
• Handled 8+ daily support requests, including Microsoft Teams configuration, MFA setup, user account access, and workstation troubleshooting.
• Installed, configured, and updated Microsoft Office, antivirus software, VPN applications, and other business software across user workstations.
• Assisted senior technicians with system diagnostics, troubleshooting, workstation deployments, and user environment setup.
• Followed established troubleshooting procedures, documented issues where required, and escalated more complex technical problems to senior technicians.

National Diploma in IT Cloud Engineering & System Support – CTU Training Solutions, Roodepoort (2021-03 – 2023-11)

National Senior Certificate – The Hill High School, Johannesburg (2016 – 2020)