Thapelo Mabunda

Customer Support Engineer L1 with hands-on experience providing first-line technical support, troubleshooting hardware, software, connectivity and access issues, and supporting end users. Experienced in incident and service request management, ticket documentation, SLA adherence, user access support, and escalation to L2/L3 and specialist teams. Strong communicator with a customer-focused approach and practical knowledge of Windows/macOS, networking, Active Directory, Microsoft 365, Outlook, Google Workspace, VPN and enterprise support environments.

Customer Support Engineer L1 at Comcast, DoorDash & Capital One (2024-03 – Present)

• Provide first-line technical support to end users, diagnosing and resolving hardware, software and network-related issues.
• Log, track and escalate incidents and service requests using the 4Me IT ticketing system, maintaining accurate records and SLA adherence.
• Troubleshoot connectivity, network-drive and application-access issues.
• Liaise with Network and Security teams on access restrictions, whitelisting requests and security-related findings.
• Coordinate with vendors and internal stakeholders to gather trace logs and error reports for root-cause analysis and compliance requirements.
• Support enrolment and configuration of enterprise systems and endpoint-management tools.
• Assist with physical and system access provisioning in line with security policies.
• Perform password resets, account unlocks and user-profile updates.
• Document troubleshooting steps and solutions for knowledge-base and future-reference purposes.
• Monitor system performance and escalate recurring issues to L2/L3 support or relevant departments.
• Communicate issue status, resolution updates and required approvals clearly to clients and internal teams.

MEA Service Desk Agent at Dimension Data (2022-02 – 2024-03)

• Served as the first point of contact for end users reporting IT issues via phone, email and ticketing systems.
• Logged, categorised and prioritised incidents and service requests accurately within the IT service-management system.
• Diagnosed and resolved common hardware, software and application issues, escalating complex cases to L2/L3 support.
• Provided remote technical assistance to end users.
• Reset passwords, unlocked accounts and processed user-access requests in accordance with security policies.
• Supported onboarding and offboarding, including account creation, equipment setup and system-access provisioning.
• Monitored ticket queues to maintain timely response and resolution within agreed SLAs.
• Coordinated with CSE L1, Network, Security and Infrastructure teams on access and connectivity issues.
• Maintained accurate troubleshooting, resolution and recurring-issue records for knowledge-base purposes.
• Communicated issue status, expected resolution times and approval requirements to end users.
• Assisted with software updates, patches and new system enrolments.
• Supported VPN, remote-access tools and collaboration platforms including Microsoft Teams and Google Workspace.

Certificate in Networking Basics – Cisco Networking Academy (2025 – 2026)

Certificate in Introduction to IoT and Digital Transformation – Cisco Networking Academy (2024)

Diploma in Management Services – University of Johannesburg (2018 – 2021)