Tebogo Manyama

IT support professional with hands-on experience across service desk, desktop, and network support in high-pressure, multi-site environments, gained through a two-year internship at the Department of Home Affairs and current work as an IT Support Technician within an MSP. Comfortable owning incidents end-to-end, from ticket logging through resolution and escalation, with strong Active Directory, Microsoft 365, and 1st/2nd line troubleshooting skills. Reliable, self-motivated, and able to work independently or as part of a team supporting users across a 24-hour operation.

IT Support Technician - IT Anywhere (Managed Service Provider)

(2025-09 - 2026-04)

8 months

• Provided 1st and 2nd line remote and onsite support for desktops, laptops, printers, and network connectivity across multiple client sites, ensuring minimal disruption to end-user productivity.
• Owned incidents and service requests from logging through resolution via ticketing systems, working within SLA-driven support targets.
• Supported Microsoft 365 (Outlook, Teams, OneDrive, SharePoint) and administered Active Directory user accounts, password resets, and group management.
• Performed IMAC-type tasks: software installation, configuration, and patching for client-standard applications and antivirus tools across varied desktop environments.
• Carried out network troubleshooting (IP, DHCP, DNS basics) to resolve connectivity issues for end users.
• Installed and maintained CCTV (DVR-based) and access control hardware at client sites, including cabling and routine maintenance.
• Escalated complex issues to senior engineers with clear, documented handover notes, and maintained accurate technical documentation to support SLA compliance.
• Liaised directly with end users and, where required, external suppliers to resolve hardware and software issues.

IT Technician, Cybersecurity Analyst & Network Engineering (Intern) - Department of Home Affairs - Pretoria

(2023-08 - 2025-08)

• Delivered 1st line technical support via phone, email, and chat across a large, multi-site government environment, using Bomgar, RDP, Datto, Touchpoint, Anywhere365, and Teams.
• Managed Active Directory and Azure AD user accounts, security groups, and Microsoft 365 licences.
• Configured and supported VPN connections, Citrix Workspace, and Mimecast email security for end users.
• Logged, tracked, and resolved incidents via ServiceNow, following ITIL-aligned incident and problem management processes; conducted root cause analysis on recurring issues.
• Monitored server health and antivirus status remotely via Datto, and applied server/endpoint patching to reduce downtime.
• Managed backup jobs across VEEAM, Azure Backup, Backup Exec, and MABS, and implemented role-based access control (RBAC).
• Supported SharePoint/intranet platforms, maintained internal knowledge base articles, and handled endpoint/application deployment via Intune.
• Performed network printer mapping, mailbox transitions, and standardised support workflows to improve first-time-fix rates.

Branch: Counter Corruption and Security Services — Investigative Support & Analysis - Department of Home Affairs - Pretoria

(2023-08 - 2025-08)

• Provided investigative and reporting support for internal misconduct cases, including data collection for security audits.
• Generated system reports from DHA platforms (Civic Services & Immigration) to support compliance and risk assessments across provincial directorates.