Phamela Mkalipi
IT Support Administrator | Microsoft 365 & Azure AD | 8+ Years Enterprise IT
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About
Results-driven IT Support Administrator with 8+ years delivering Tier 1–2 support across enterprise environments of 300+ users. Skilled in Microsoft 365, Azure AD, Active Directory, endpoint security, and ITSM tools. Targeting a Systems Administrator or Infrastructure Specialist role.
Experience
IT SUPPORT ADMINISTRATOR (TIER 2 / SYSTEMS SUPPORT) - Sturrock and Robson Group
(2024-11)
- Deliver Tier 1–2 support to 300+ users across hardware, software, and network environments, maintaining high SLA adherence
- Administer Microsoft 365, Azure AD (Entra ID), and Active Directory — managing user accounts, permissions, and access control
- Manage Mimecast email security, SharePoint Online/OneDrive governance, and endpoint security alert triage and escalation
IT HELPDESK ADMINISTRATOR - Adcock Ingram
(2022-07 - 2024-10)
- Administered Active Directory and Microsoft 365 accounts, streamlining onboarding with workstation setup and user IT training
- Resolved hardware/software incidents and coordinated vendor escalations for timely hardware replacements
- Managed helpdesk performance reporting, driving consistent improvement in ticket resolution metrics
SERVICE DESK AGENT - Altron
(2019-12 - 2022-06)
- Logged, prioritised, and resolved incidents via ServiceNow (SNOW), delivering first-line remote troubleshooting support
- Escalated complex issues to specialist teams, maintaining clear user communication throughout outages and incidents
- Supported a high-volume service desk environment, consistently meeting response and resolution SLA targets
IT SUPPORT - EGIS (Telkom)
(2019-01 - 2019-12)
- Provided LAN, internet, and email support; configured ADSL, Fibre, and Vumatel routers to resolve customer connectivity issues
IT ASSISTANT - Auditbee
(2017-10 - 2018-09)
- Supported network administration, firewall and firmware updates, and SLA-compliant incident resolution
HELPDESK SUPPORT - DV8 Consulting
(2016-10 - 2017-09)
- Delivered first-line helpdesk support and monitored network infrastructure using SolarWinds, escalating issues to vendors
Education
National Diploma - Information Technology - Walter Sisulu University (2015)
Matric - Ntabankulu Senior Secondary School (2010)
