Summary
Overview
Work History
Education
Skills
Websites
Languages
Timeline
References
Driving License - Category
Personal Information
Generic
LERATO PHENYA

LERATO PHENYA

Roodepoort

Summary

I am a dedicated and adaptable Technical Support Engineer with a solid background in IT support, networking, email security, and system administration. I have hands-on experience diagnosing and resolving a wide array of technical issues, including network connectivity, VoIP disruptions, user access challenges, and cloud-based email system configurations. My approach is rooted in delivering practical, efficient solutions that support seamless IT operations and enhance user experience.


Over the course of my career, I’ve effectively managed support queues, delivered end-user assistance, and troubleshot infrastructure issues within complex enterprise environments. I’m known for my ability to work independently, communicate clearly, and manage priorities effectively, all while maintaining a strong focus on service quality.


Thriving in high-pressure, fast-paced environments, I place strong value on accuracy, accountability, and collaboration. I’m eager to further expand my expertise in infrastructure support, cybersecurity, and IT service management. With a commitment to continuous learning and professional growth, I aim to contribute reliable technical expertise and long-term value to my team and organization.

Overview

9
9
years of professional experience

Work History

L1 Technical Support Engineer

Mimecast
07.2025 - Current
  • Customer Support & Troubleshooting:
    Provide technical support to clients on Mimecast’s email security, archiving, and continuity solutions via phone, email, and ticketing systems (e.g., Zendesk, Salesforce).
  • Issue Diagnosis & Resolution:
    Investigate and resolve issues related to:
    Email delivery failures and message tracking
    Spam and phishing filtering
    DNS records (MX, SPF, DKIM, DMARC)
    Mimecast policy configurations
    Secure Messaging and Attachment Protection
    User access, authentication (SSO), and directory synchronization
  • Escalation Handling:
    Triage complex technical issues, escalate where necessary to senior engineers or Mimecast support, and track resolution progress to ensure customer satisfaction.
  • Implementation Support:
    Assist clients and partners with Mimecast onboarding, provisioning, integration with Microsoft 365/Exchange, and implementation of security policies.
  • Monitoring & Log Analysis:
    Analyze email headers, routing paths, audit logs, and quarantine logs to identify issues and make recommendations for remediation.
  • Knowledge Sharing & Documentation:
    Create and maintain internal knowledge base articles, contribute to public documentation, and share best practices with customers.
  • Collaboration:
    Work closely with cross-functional teams (Engineering, Product, Sales Engineers) to relay product feedback, contribute to root cause analysis, and drive product/service improvements.
  • Reduced downtime by proactively identifying potential technical issues and implementing preventive measures.
  • Supported high-profile clients with special requirements, delivering personalized assistance tailored to their unique needs.

ASSOCIATE TECHNICAL SUPPORT ENGINEER

Mimecast
01.2023 - 06.2025
  • Assign, manage, and audit all service impairments reported by customers, ISPs, and resellers, ensuring accurate categorization and timely resolution.
  • Provide responsive and effective technical and account-related support to a global customer base via phone and email, utilizing Salesforce and Zendesk for ticket management and workflow tracking.
  • Offer in-depth technical support for a cloud-based email security and gateway solution, assisting with issues such as email delivery, spam filtering, policy configuration, and user access management(Single Sign-On) etc.
  • Triage incoming support calls, resolving straightforward issues on first contact and escalating more complex or critical cases to senior or specialist teams as needed.
  • Collaborate closely with senior engineers to assess and respond to complex support queries, improving resolution quality and reducing unnecessary escalations.
  • Maintain clear, organized, and up-to-date case histories, actively managing personal queues and ensuring timely communication with both customers and internal teams.
  • Use Jira to monitor and review ongoing major incidents, staying aligned with engineering and operations updates to support coordinated incident responses.
  • Regularly work with Humio to analyze system and application logs, assisting in root cause identification and troubleshooting across various environments.
  • Analyze web traffic logs to troubleshoot GUI-related system impairments and front-end errors reported by customers, helping identify issues affecting user experience and system performance.
  • Provide high-quality support to partners and resellers, serving as a trusted technical point of contact and ensuring their success with our services.
  • Engage with customers post-resolution to gather feedback, address follow-up questions, and help identify opportunities for service improvement.
  • Improved customer satisfaction by promptly addressing and resolving technical issues.
  • Conducted regular reviews of support team performance metrics, identifying areas for improvement and implementing changes to enhance overall service quality.

WEB HELPDESK ADMINISTRATOR (NOC)

Metrofibre Networx
01.2021 - 12.2022
  • Assigned, managed, and audited service impairments logged by customers, ISPs, and resellers, ensuring prompt resolution and accurate ticket handling.
  • Worked extensively on cases related to Fibre to the Home (FTTH) and Fibre to the Business (FTTB) services, supporting provisioning, connectivity, and service quality issues.
  • Performed first-line troubleshooting for connectivity and service issues, escalating when necessary and helping report on engineer response and performance.
  • Reassigned and managed ticket queues during shift handovers to ensure uninterrupted operational coverage.
  • Maintained data accuracy within the Web Help Desk system, ensuring SLA levels, priorities, issue types, and customer details were correctly captured.
  • Collaborated with internal departments to understand their support needs, creating and documenting custom workflows within the Web Help Desk system tailored to each team's processes.
  • Delivered system training to external clients, enabling them to effectively log, track, and interact with support cases.
  • Partnered with the system development engineer to create, test, and improve workflows and automation features within the Web Help Desk system.
  • Regularly used SolarWinds monitoring tools to proactively track network connectivity, node status, and service availability for real-time visibility.
  • Coordinated technician access requests to data centers and Points of Presence (POPs), ensuring all operational and security protocols were followed.
  • Supported ticket escalations through the Technical Assistance Center and collaborated with the Change Advisory Board on incident management when changes were required.
  • Ensured customer-facing ticket responses were professional, timely, and met quality standards by developing and maintaining a library of canned responses to promote consistency and efficiency.
  • Handled sensitive information discreetly, maintaining strict confidentiality at all times as required by company policy or legal regulations.
  • Maintained personnel records and updated internal databases to support document management.

NOC SUPPORT ENGINEER

Bitco Telecom
11.2019 - 12.2020
  • Served as the first point of contact for incoming support help desk calls and emails, engaging directly with clients to gather issue details and provide timely updates throughout the resolution process.
  • Diagnosed and resolved various VoIP-related issues, including extension outages, call-group and pickup group configurations, telephone line failures, and troubleshooting dial-plan or call routing anomalies.
  • Performed network changes on MikroTik routers, such as adjusting DHCP settings, setting up port forwarding, and assigning static IP addresses to specific devices.
  • Ensured adherence to Service Level Agreements (SLAs) by meeting response and resolution targets and delivering high-quality support to all customers.
  • Actively monitored the support ticketing system for new incidents and service requests, ensuring that each issue was logged, categorized, and addressed appropriately.
  • Took full ownership of assigned tickets and followed through to resolution, maintaining regular communication with customers to provide progress updates and maintain transparency.
  • Identified and escalated high-priority or complex issues to relevant internal departments promptly and accurately to ensure swift resolution.
  • Maintained accurate documentation and reporting practices, including logging faults, updating ticket details, and collaborating with third-party vendors to resolve external issues.
  • Drafted and provided user manuals and instructional guides to assist customers with common configurations or troubleshooting steps upon request.
  • Created and updated internal documentation to capture solutions for recurring issues and contribute to the team's knowledge base.
  • Handled support escalations from the Customer Relations Team with urgency and professionalism, ensuring customer satisfaction and timely resolution.
  • Conducted thorough root cause analysis investigations to identify areas for improvement within the NOC environment.
  • Provided exceptional customer support by efficiently addressing client concerns and technical inquiries.

TECHNICIAN

Bitco Telecom
06.2019 - 11.2019
  • Coordinated and dispatched technicians by vetting, scheduling, and assigning faults to ensure timely onsite response.
  • Collaborated closely with the Projects Team to review scopes of work for PBX and VPBX system installations, vet technical requirements, and preconfigure systems ahead of deployment.
  • Monitored and tracked field service call-outs, providing regular updates and detailed ticket reports on progress and resolution status.
  • Delivered hands-on end-user training post-installation and prepared comprehensive user guides to support clients in operating newly installed systems.
  • Conducted service and repair tasks, including hardware/software inspections, diagnostics, and testing of malfunctioning, deinstalled, or refurbished equipment.
  • Maintained precise records of all technical equipment-documenting serial numbers and MAC addresses for installed, boot-stock, and RMA inventory.
  • Acted as a liaison with the Network Operations Center (NOC) to coordinate and resolve complex service faults and ensure seamless issue resolution.
  • Provided occasional support to the NOC by managing incoming support calls and remotely troubleshooting voice-related faults in a timely and efficient manner.
  • Maintained a safe work environment by strictly adhering to established safety protocols and guidelines.
  • Trained new technicians on standard operating procedures, ensuring consistency across the team.

RMA TEST ENGINEER

Miro Distribution
08.2017 - 02.2018
  • Managed and processed RMA (Return Merchandise Authorization) testing tickets, ensuring timely resolution of returned customer equipment.
  • Conducted diagnostics and testing on a wide range of networking hardware from various manufacturers, including MikroTik, Ubiquiti, Cambium, Grandstream, Edimax, TP-Link, and Huawei.
  • Evaluated hardware to identify root causes of faults experienced by clients, collaborating with vendors to ensure swift and complete issue resolution.
  • Produced detailed analysis reports for each tested unit, documenting issues found, steps taken, and test outcomes.
  • Verified service functionality by testing circuits and networking equipment; identified problems, applied fixes, or escalated when appropriate.
  • Designed and applied effective testing methods to confirm system and component performance in line with technical requirements.
  • Compiled and summarized product reports using collected data to highlight trends, faults, or recurring issues.
  • Ensured all testing equipment remained operational by following manufacturers' guidelines and internal procedures, and coordinated repair requests when needed.
  • Maintained up-to-date documentation of all test plans, procedures, results, and defect tracking databases for future reference or audits.
  • Tracked test reports and failures determined by root cause data trends.

TECHNICAL APPRENTICE

DuPont Telecom
01.2017 - 08.2017
  • Responded to support calls and emails by diagnosing and resolving customer faults and service requests promptly, either through remote access or over-the-phone assistance.
  • Delivered first-line technical support for Telephone Management Systems (TMS) and RADIUS-related issues.
  • Managed administrative tasks, including scanning, organizing, and filing job cards to maintain accurate service records.
  • Assisted in PBX system installations by configuring extensions, speed-dials, ring groups, and registering handsets; also provided user training and created supporting documentation.
  • Helped establish voice and data networks by running, terminating, and splicing cables for new installations and system upgrades.
  • Supported ongoing network maintenance by troubleshooting service outages, performing backup tests, and updating technical documentation.
  • Contributed to project completion by supporting senior technicians and guiding other team members during deployments.
  • Provided engineering support by responding to technical questions and requests from clients and colleagues.
  • Developed effective time management skills by managing multiple priorities simultaneously under tight deadlines.
  • Improved system functionality by assisting in software installation and troubleshooting tasks.

Education

HIGH SCHOOL DIPLOMA -

Thufane High School
01.2012

NATIONAL DIPLOMA - ELECTRONICS & ELECTRICAL ENGINEERING ELECTRONIC COMMUNICATIONS

Tshwane University of Technology

Skills

  • Procedure assessment
  • In-depth technical knowledge
  • Enhance professional knowledge
  • Engage in collective problem-solving efforts
  • Remote support
  • Ticket management
  • Software installation
  • Network connectivity
  • ITIL framework
  • Diagnostic techniques
  • Effective troubleshooting skills
  • Experience with electronic components
  • Electronic test design
  • Understanding diverse perspectives
  • In-depth technical understanding
  • Detail-oriented
  • Demonstrated patience
  • Data analysis
  • Continuous skill development
  • Forward-thinking approach
  • Autonomous decision-making
  • Clear and concise documentation abilities
  • Strategic issue resolution
  • Effective verbal communication
  • Diagnostic problem-solving
  • Supportive team participant
  • Skilled in high-pressure environments
  • Self-driven and flexible
  • Incident management
  • Client-focused perspective

Languages

English
Setswana
Sepedi

Timeline

L1 Technical Support Engineer

Mimecast
07.2025 - Current

ASSOCIATE TECHNICAL SUPPORT ENGINEER

Mimecast
01.2023 - 06.2025

WEB HELPDESK ADMINISTRATOR (NOC)

Metrofibre Networx
01.2021 - 12.2022

NOC SUPPORT ENGINEER

Bitco Telecom
11.2019 - 12.2020

TECHNICIAN

Bitco Telecom
06.2019 - 11.2019

RMA TEST ENGINEER

Miro Distribution
08.2017 - 02.2018

TECHNICAL APPRENTICE

DuPont Telecom
01.2017 - 08.2017

NATIONAL DIPLOMA - ELECTRONICS & ELECTRICAL ENGINEERING ELECTRONIC COMMUNICATIONS

Tshwane University of Technology

HIGH SCHOOL DIPLOMA -

Thufane High School

References

  • MR. WARREN SHER, DUPONT TELECOMS, 011 919 5537
  • MR TUMO MAKAPANE, BITCO TELECOMS, 073 447 7064
  • MR. DYLAN BRINK, MIRO DISTRIBUTION, 060 642 2769

Driving License - Category

Code 10

Personal Information

  • Date of Birth: 28 Mar 1994
  • Nationality: South African
  • Driving License: Code 10

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