Bontle Ramantsi

• Provided L1–L2 technical support for email security infrastructure, ensuring uptime and enforcing email policy configurations.
• Investigated and resolved security-related incidents (spoofing, phishing, policy violations).
• Assisted with SPF/DKIM/DMARC configurations for secure mail flow.
• Documented security incidents and escalated threats to Tier 3 teams.
• Collaborated with internal teams to enhance email threat mitigation strategies.
• Developed strong relationships with clients through consistent follow-ups on outstanding issues, ensuring timely resolutions and ongoing communication updates.
• Collaborated effectively with cross-functional teams to address complex customer issues and achieve positive outcomes.

• Monitored network and system alerts for early detection of outages and performance issues.
• Troubleshot issues across OSI Layers 1–3, including firewall and routing issues.
• Conducted root cause analysis and logged incidents for post-mortem evaluation.
• Partnered with ISPs and vendors to restore and secure service availability.
• Documented technical issues and solutions to enable tracking history and maintain accurate logs.
• Implemented technical solutions to solve customer issues and increase satisfaction.
• Reduced response times by prioritizing urgent requests and escalating issues when necessary.

-Providing 1st line IT support in the school

-Initial troubleshooting is performed to determine the correct support requirements

-Ensure the troubleshooting actions are recorded in the work log of the case

-Escalate issues within timescales allowed

-Third Party Case logging and assigning cases

-Manage available stock of IT equipment and services • Maintain IT Inventory and Asset registry

-Remote Support on a LAN and WAN network environment

-Managing user accounts on Active Directory

-Managing all mailbox, contacts on Exchange Server 2003

-Setting up machines (Laptops and Desktops) with required software updates Troubleshooting Software and Hardware Connectivity Support of Desktops and Laptops to LAN, Domain and Internet

- Troubleshooting hardware and software issues

• Delivered frontline support for Amazon devices and accounts.
• Diagnosed and escalated technical issues related to user accounts and product security.
• Maintained a high level of product knowledge, providing accurate information to customers.