FortiGate, Sophos XGS, Unifi, H3C, NetGear, & HP
David Matlala
Infrastructure & Centralised Services Specialist
Johannesburg
Summary
Experienced IT Support Professional with a strong background in troubleshooting, system administration, and IT operations. Proven ability to diagnose and resolve hardware, software, and networking issues while consistently delivering exceptional customer service. Skilled in managing diverse IT needs across multiple clients in MSP environments. Adept at guiding colleagues and ensuring efficient workflows, demonstrating both team player and leadership qualities. Proficient in multiple operating systems and adaptable to emerging technologies. Highly organized with strong problem-solving and time management skills. Seeking a role that fosters professional growth and allows for leveraging technical expertise, leadership abilities, and customer-focused solutions.
Overview
7
7
years of professional experience
2018
2018
years of post-secondary education
3
3
Certifications
Work History
IT Support Technician II - Remotely
Dedicated IT LLC
Palm Beach Gardens, Florida
01.2026 - Current
- • Handle support tickets and work to resolve client issues within SLA times
• Work with team, Service Delivery Manager, and Team Lead to provide top quality service
• Work on a variety of basic to complex issues requested by end users
• Create tickets, document detailed notes, and accurately tracking time
• Update technical documentation in system
• Own and work email tickets when not answering calls or when requested
• Escalate requests or tickets to Team Lead with detailed notes of attempted remediations and recommended solutions
• Train/Mentor and Assist Support Technician I's
• Identify possible Major Incidents and notify Team Lead/Service Delivery Manager immediately
• Find alternative workarounds to problems when established procedures fail
• Train users in supported software & hardware
• Assist clients with the installation of business line software and related services for infrastructure or end-user
• Vendor management for client related support ticket resolution
• Ensuring all cases are followed up on in a timely manner
• Provide timely updates to clients
• Assist in training new employees
Infrastructure and Centralised Services
Innate Technology Solutions
Johannesburg, Gauteng
01.2023 - 10.2025
- Implemented risk management strategies to mitigate potential issues during project execution.
- Contributed to company-wide best practices by sharing knowledge and lessons learned from past projects with colleagues.
- Improved client satisfaction rates with timely communication and transparent progress updates throughout project lifecycle.
- Reduced downtime by proactively monitoring systems and resolving issues before they escalated.
- Maintained up-to-date knowledge of industry trends and emerging technologies, ensuring projects remained relevant in a fast-paced market landscape.
- Diagnosed network problems involving combination of hardware, software, power and communications issues.
- Improved network performance by troubleshooting and resolving hardware, software, and connectivity issues.
- Provided training for junior engineers in support best practices, contributing to overall team growth and skill development.
- Optimized PC performance through regular updates, patches, and system upgrades.
- Monitored system performance to maintain system integrity.
IT Support Technician Level 1 and 2
Innate Technology Solutions
08.2019 - 12.2022
- Helped customers set up new systems, applications, and software
- Addressed and resolved SLA issues promptly using a ticketing system
- Providing Level 1 and 2 resolutions for certain users, as well as providing support and resolution to all software and hardware issues concerning laptop/desktop computers, mobile devices/phones, and peripherals/printers within the environment
- Windows OS & MacOS set-ups, software installation, maintenance of hardware, on both laptops & desktop solutions
- Setting up workstations with computers and necessary peripheral devices and installation of printers and scanners
- Responded to customer emails, calls and live chat regarding technical malfunctions and issues to fix remotely
- Asked customers targeted questions throughout troubleshooting to determine smart solutions
- Identity and access management
- Microsoft 365 implementation and maintenance
- Troubleshoot network connectivity issues
- Monitor Client Internet links and report to ISP
- Installing and configuring network switches, access points and firewalls/routers
- Windows Server backups, patch management, DHCP, DNS, Shared Drives, GPO & Remote Desktop
- Logged and completed reports to submit technical details to management
Education
A+ N+ Office 365 MCSA -
IT Academy
Matric - undefined
Highlands North Boys High School
Skills
Microsoft 365 Proficiency
Professional Networking
Windows Server Support
Integrated RMM and CRM Skills
Technical Desktop Support
Effective Service Delivery
Teamwork and collaboration
Operational Leadership
Customer service
Certification
Microsoft Certified: Azure Fundamentals AZ900
Software
Microsoft 365, SharePoint, Intune, Exchange
With Secure, Sophos Endpoint, Eset
Windows Server, WMare, HyperV
Veaam, Cove Protection, Acronis
N-Central & SAAS
HaloPSA, Freshdesk, AutoTask, MSP Manager
References
Company: Innate Technology Solutions
Name: Melvin Phiri
Position: Centralized Services Specialist
Phone:+27 62 830 9489
Company: Innate Technology Solutions
Name: Arnold Mashoko
Position: Centralized Services Specialist
Phone: + 27 63 010 2518
Company: Innate Technology Solutions
Name: Theveshen Pillay
Position: Head Of Operations & Service Delivery
Phone: +27 65 983 9015
Timeline
IT Support Technician II - Remotely
Dedicated IT LLC
01.2026 - Current
Unifi Network Professional Certificate
02-2025
Microsoft Certified: Security, Compliance, and Identity Fundamentals SC900
02-2024
Microsoft Certified: Azure Fundamentals AZ900
11-2023
Infrastructure and Centralised Services
Innate Technology Solutions
01.2023 - 10.2025
IT Support Technician Level 1 and 2
Innate Technology Solutions
08.2019 - 12.2022
Matric - undefined
Highlands North Boys High School
A+ N+ Office 365 MCSA -
IT Academy