Thato Mashilo

Ticketing system (Escalating tickets to T2) Creating and updating tickets Router Configurations

First Line Support Agent - Merchants Vodacom Business Unit

(2020-01 - 2024-12)

• Ticketing system (Escalating tickets to T2)
• Creating and updating tickets
• Router Configurations
• Network Troubleshooting (Fibre, Wireless, 5G & 4G services)
• Wi-fi password change
• Data top up
• Port Forwarding(NAT)
• VoIP configuration and troubleshooting
• Email setup IMAP/POP3/SMTP
• Arranging access to Data Centre

First Line Support Agent - MTN Group (Supersonic)

(2024-11 - 2025-07)

• Assisting with billing queries
• Sales order follow up
• Router Configurations
• Ticketing system (Escalating tickets to T2 and FNO Such as Vumatel, Openserve, FrogFoot)
• Network Troubleshooting (Fibre, Wireless, 5G & 4G services)
• Wi-fi password change
• Data top up

Technical Support Agent - Herotel

(2025-08)

• Router Configurations
• Network Troubleshooting (Fibre and Wireless services)
• Wi-fi password change
• Port Forwarding(NAT)
• VoIP troubleshooting
• Email setup IMAP/POP3/SMTP
• Logging Call-out job cards
• Escalating tickets to NOC

High school Diploma - Alfred B Makapan High School (2010-01 - 2010-12)

National Diploma - Diploma in Law - University of South Africa (2025-01 - 2025-12)

Certificate of achievement - Network Fundamentals series - LinkedIn Online & Herotel eLearning (2024-01 - 2025-12)