Sifiso Wiseman

IT Support Engineer with over 4 years of experience providing desktop support, remote technical support, ServiceNow and Remedy ticket management, Active Directory administration, Microsoft 365 support, Windows Server administration, and SLA management. Experienced in resolving high volumes of technical incidents while maintaining excellent customer service and consistently meeting service level agreements. Passionate about troubleshooting and delivering efficient IT solutions in both on-site and remote environments.

IT Support Engineer - MobilitiGroup – MTN

(2024-04)

• Managed ServiceNow and Remedy incident queues.
• Coordinated ticket allocation to field engineers.
• Tracked SLA performance and escalated high-priority incidents.
• Produced service delivery and KPI reports.
• Collaborated with support teams to improve ticket resolution times.

IT Technician - The Citizen Newspaper

(2023-01 - 2024-04)

• Assigned, prioritized, and resolved IT support tickets, ensuring timely issue resolution and high levels of user satisfaction.
• Installed, configured, and troubleshot desktop and laptop hardware, software, and peripheral devices to maintain reliable system performance.
• Monitored and maintained Microsoft Windows Servers and Active Directory, ensuring system availability, security, and optimal performance.
• Provided application and software support by diagnosing issues, installing updates, and ensuring users were running the latest software versions.
• Created, configured, and maintained user email accounts in Microsoft Outlook and Microsoft 365, including mailbox setup.

IT Desktop Engineer - Dial-a-Nerd

(2022-03 - 2022-12)

• Monitored and maintained Secure Client software to ensure secure data delivery, data integrity, and efficient utilization of corporate network bandwidth.
• Provided IT support by troubleshooting network connectivity issues, decrypting encrypted USB devices, performing system recovery, and resolving hardware failures, including corrupted files and faulty hard disk drives (HDDs).
• Performed regular data backups and recovery procedures to ensure business continuity, data security, and minimal data loss during system failures.

DIPLOMA - NETWORK SYSTEMS - BOSTON COLLEGE (2021-10)

iOS APP DEVELOPMENT - IACD (Integrated Adaptive Cyber Defense) (2022-09)