Watson Hlungwani

Proactive IT Support Specialist with 5+ years of experience delivering Level 1 and Level 2 IT, network, endpoint, and systems support across healthcare and corporate environments. CCNA certified with hands-on experience in Cisco switching/routing, VLANs, Active Directory, SCCM, Office 365, PRTG, Iris Cloud, Zerto, incident management, and network troubleshooting. Experienced in monitoring service availability, resolving technical incidents, maintaining endpoint security, and supporting users in SLA-driven environments.

Desktop Support Engineer (Contract) at Ison Xperience (2025-10 – Present)

• Provide desktop and network support, including Cisco switch/router configuration and LAN/WAN troubleshooting.
• Administer Active Directory users, security groups, and access control.
• Manage Seqrite Endpoint Security, including antivirus updates, policy configuration, endpoint protection, encryption checks, alert monitoring, and malware-response activities.
• Troubleshoot Wi-Fi connectivity and endpoint issues and deploy required updates and security policies.
• Provide users with guidance on IT tools, applications, and security awareness.

Level 1 Support Engineer (Contract) at Three6Five (2025-07 – 2025-09)

• Provided first-line technical support using Zendesk and remote-access tools.
• Monitored network and systems performance using PRTG, Iris Cloud, and Zerto to support service uptime.
• Logged, tracked, and escalated incidents in line with SLA requirements.
• Coordinated with third-party vendors to support continuous service delivery.

IT Support Specialist at Shout-It-Now (2023-11 – 2025-06)

• Delivered Level 1 and Level 2 support for healthcare IT systems, endpoints, and networks.
• Configured and managed Cisco VLANs, assigned ports, verified trunk/access operations, and supported network segmentation compliance.
• Administered Active Directory, including user creation, security groups, and access control.
• Maintained endpoint compliance using SCCM, including updates and patching.
• Managed service requests through Freshservice in line with SLA and escalation procedures.
• Supported PABX systems, preventative maintenance, and hardware/network device troubleshooting.

IT Support Technician at Point to Point Network (2020-10 – 2023-11)

• Delivered remote and onsite support for hardware, software, and network incidents.
• Installed and maintained Wi-Fi routers, Cisco switches, and UniFi access points.
• Performed daily network and system checks to support uptime and stability.
• Managed Active Directory accounts, including account creation, password resets, and permissions.
• Supported printer setup, scan-to-email, and FTP configuration.
• Ensured scheduled backups were completed and recoverable in accordance with policy.

FET Certificate in Information Technology (Systems Development) – Tshwane College (2014 – 2016)

Senior Certificate (Matric) – Nwanati High School (2013 – 2013)