Lwandile Phil Goniwe

Work History

IT Support Engineer

House Of Experts

04.2024 - Current

Delivered IT support to both on-site and remote users (75–100 users).
Enhanced user satisfaction through effective communication and timely resolution of support tickets using Zoho Desk and Atera RMM, managing 15–20 support tickets per day, contributing to improved user experience.
Conducted staff training on cybersecurity awareness, Microsoft tools, and company systems to improve productivity and support compliance efforts, leading to a 30% improvement in audit readiness.
Administered Microsoft 365 and Exchange Online, including mailbox setup, SharePoint, Teams, OneDrive, and user permissions for all departments.
Oversaw on-prem and cloud based Active Directory, including Azure AD for identity and role-based access control.
Developed and executed automation scripts using PowerShell for Active Directory tasks, Microsoft 365 administration, and system monitoring, reducing repetitive workload.
Deployed, configured, tested, and maintained operating systems, application software, and system management tools across the organization’s IT infrastructure.
Configured and maintained DNS records, domain names, and hosting environments to support reliable system and website operations.
Optimized Hyper-V VMs with resource allocation and backup strategies to ensure high performance and data protection.
Installed and operated PBX/VoIP systems for internal and remote communication, including call routing, maintaining a 99.5% call success rate.
Implemented API integrations for workflow automation across Zoho applications and other platforms to streamline operations and improve data accuracy.
Coordinated procurement and vendor relations for IT equipment, software licensing, and service level agreements, supporting operational needs and achieving a 15% reduction in costs.
Gained exposure to IT security practices, including MFA, secure access, and policy compliance.

IT Support Engineer

Bayteck Fire Cc

07.2023 - 04.2024

Provided IT support for Microsoft 365, Azure AD, and end-user issues for 50 – 75 users.
Created user accounts and managed permissions in Active Directory and Azure AD.
Improved system performance with proactive maintenance, reducing downtime by 25%.
Managed 15 daily support tickets using Zoho Desk, maintaining SLA compliance.
Tested software and hardware before deployment to ensure compatibility.
Diagnosed and resolved hardware, software, and network issues, achieving 99.9% uptime.
Managed Exchange Online, DNS, DHCP, and network troubleshooting.
Enforced cybersecurity policies, drafted SOPs, and supported Hyper-V environments.
Delivered end-user training, boosting technology adoption by 30%.
Maintained servers and systems to ensure network availability during peak periods.

IT Support Technician

Ultimate Cloud Solution

01.2021 - 07.2023

Set up and configured desktops, laptops, printers, and other peripherals for new users
Managed IT asset inventory efficiently, ensuring accurate tracking and timely replacement or upgrades as needed.
Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and ethernet.
Reduced support tickets through proactive maintenance of hardware, software, and systems.
Employed remote support tools effectively for efficient troubleshooting of offsite issues.
Used ticketing systems to manage and process support actions and requests.
Installed, configured and maintained computer systems and network connections.
Optimized software performance through regular updates, patches, and maintenance tasks to ensure seamless user experience.
Conducted regular audits of hardware inventory to ensure accurate tracking of assets throughout their lifecycle.
Trained end-users on best practices for system usage, increasing their productivity and confidence in utilizing technology tools.
Supported Microsoft 365 tasks, including password resets, mailbox creation, and Teams configuration.

IT Technical Support Intern

Nelson Mandela University

01.2020 - 12.2020

Provided exceptional user service support when responding to help desk requests, maintaining professionalism at all times.
Improved user satisfaction by promptly addressing IT issues and providing effective solutions.
Contributed to the successful completion of IT projects by effectively managing tasks within deadlines.
Reduced downtime for employees by quickly troubleshooting hardware and software problems.
Diagnosed and troubleshot hardware, software and network issues.
Logged and tracked support tickets using helpdesk system Freshdesk, escalating complex issues to senior technicians.
Gained exposure to IT security practices, including MFA, secure access, and policy compliance.

Summary

Overview

Work History

IT Support Engineer

IT Support Engineer

IT Support Technician

IT Technical Support Intern

Education

National Diploma in Information Technology - Information Technology

Skills

Certification

Driver's License

References

Timeline

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