Olwethu Sambulo

A dedicated IT Support & Cybersecurity Specialist with 4+ years of hands-on experience delivering enterprise-grade technical support across global cloud platforms including Azure, Active Directory, Microsoft 365, Intune, and specialized BPO systems. Proven expertise in end-user onboarding, identity management, device compliance, MFA enforcement, and cybersecurity vulnerability testing. Skilled at troubleshooting complex hardware, software, and network issues while maintaining meticulous ticket documentation and SLA compliance.

Adept at supporting remote teams across multiple time zones and delivering user education to improve digital literacy. Track record of reducing incident resolution times, improving system reliability, and strengthening organizational security posture through proactive policy implementation and continuous monitoring.

IT Helpdesk Technician at Clearsource BPO (2025-12 – Present)

• Deliver comprehensive IT support for Clearsource BPO’s Utah-based operations team, providing remote assistance across multiple time zones with strict SLA adherence.
• Manage Azure Active Directory (Entra ID) user accounts, including creation, modification, suspension, and termination of user identities across the Utah business unit.
• Configure and enforce Multi-Factor Authentication (MFA) policies and Conditional Access rules to protect sensitive BPO client data processed by the Utah team.
• Administer Microsoft Intune for mobile device management (MDM) and mobile application management (MAM), ensuring device compliance with corporate security standards for remote Utah staff.
• Support the Treehouse platform for the Utah team, managing user access provisioning, performance monitoring, dashboard configuration, and troubleshooting escalated platform issues.
• Troubleshoot FiveLummens system access issues, including synchronization problems, SSO integration failures, and platform navigation support for Utah-based agents.
• Perform hardware and software troubleshooting remotely, including Windows 10/11 imaging, application deployment, peripheral configuration, and network connectivity diagnostics for Utah home-office setups.
• Maintain detailed ticket documentation in the helpdesk system, ensuring root-cause analysis and resolution steps are accurately recorded for knowledge base expansion.
• Collaborate with the Utah site leadership and IT infrastructure teams to plan system upgrades, patch deployments, and security audits across the remote workforce.
• Provide user training and create quick-reference guides for new software rollouts and security awareness initiatives targeted at the Utah operations center.

IT Support / End-User Support at Over The Top Technologies (2023-11 – 2025-12)

• Managed the complete user lifecycle for 200+ employees, including account creation, password resets, permission updates, group memberships, and offboarding procedures.
• Implemented and enforced Multi-Factor Authentication (MFA) across all organizational accounts, reducing unauthorized access incidents by approximately 60%.
• Improved Conditional Access policies by designing location-based and device-based access rules, strengthening the organization’s cloud security posture.
• Administered Microsoft Intune for mobile device management (MDM) and compliance, ensuring all corporate and BYOD devices met security baselines before accessing company resources.
• Provided advanced OneDrive and SharePoint cloud storage troubleshooting, including sync issue resolution, version history recovery, and large-scale migration support.
• Delivered one-on-one and group user education sessions on Microsoft 365 productivity tools, security best practices, and phishing awareness.
• Supported Office 365 and Exchange Online administration, including mailbox provisioning, distribution list management, mail flow troubleshooting, and retention policy configuration.
• Assisted with network infrastructure monitoring, including Wi-Fi troubleshooting, VLAN segmentation support, and firewall rule verification under senior network engineer guidance.
• Created and maintained comprehensive IT documentation, including standard operating procedures (SOPs), troubleshooting runbooks, and onboarding checklists.
• Collaborated with procurement to manage IT asset inventory, software licensing tracking, and hardware lifecycle replacement planning.

IT Support / Junior Pentester at Saki Prints (2022-08 – 2023-11)

• Provided first-line IT support and network troubleshooting for a 50-user organization, resolving hardware, software, and connectivity issues with a 95%+ first-contact resolution rate.
• Assisted senior cybersecurity staff with vulnerability assessment and basic penetration testing activities, including network scanning, web application testing, and report generation.
• Conducted security awareness training for employees, covering phishing identification, password hygiene, safe browsing practices, and incident reporting procedures.
• Managed endpoint security by deploying antivirus solutions, monitoring threat alerts, and coordinating remediation of infected devices.
• Produced detailed technical documentation, including incident reports, vulnerability findings, remediation recommendations, and knowledge base articles for the IT team.
• Collaborated with the marketing and design teams on digital content management, including website updates, file server organization, and print production workflow support.
• Assisted in configuring and maintaining firewalls, switches, and access points, gaining hands-on experience with Cisco networking equipment and configurations.
• Supported backup and disaster recovery operations by performing regular data backups, testing restoration procedures, and documenting recovery time objectives (RTOs).

Diploma in IT Support – Alison Academy (2024)