Phamela Mkalipi

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.

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

National Diploma - Information Technology - Walter Sisulu University (2015)

Matric - Ntabankulu Senior Secondary School (2010)