Ntandoyethu M Jali
I.T Helpdesk Tech & System Support Specialist
4 Arkwright Ave, Sandton, Gauteng
Summary
Help Desk and System Support Specialist with nearly five years of combined hands-on experience performing the functions of an IT Support/Desktop Support Engineer, Service Desk Engineer, IT Systems Administrator, and IT Infrastructure Support professional across academic, corporate, and enterprise environments. Highly skilled in end-user support across Windows and macOS, application troubleshooting, Active Directory user support, asset management, and security-aware incident handling. Experienced in IT service management, ticketing systems, remote support, and delivering reliable, user-focused IT services with strong ownership and accountability.
Overview
5
5
years of professional experience
Work History
Digital and Technology (DigiTech): Support
South Africa Travel And Tours
SANDTON
10.2025 - Current
- Provide digital technology and IT support within a corporate environment, assisting users with system, application, and technology-related issues
- Deliver end-user support across MacOS and Windows-based laptops, including troubleshooting, configuration, and performance optimization.
- Support Active Directory (AD) user functions, including account support, access management, and onboarding/offboarding assistance
- Manage 2000 IT assets, including issuing devices, maintaining the asset register, and supporting audits
- Prepare, configure, and deploy laptops and accessories for new and existing users
- Set up and support boardrooms for meetings, including audio-visual equipment, video conferencing platforms, and connectivity testing
- Provide real-time technical support during meetings to ensure seamless execution
- Document incidents, asset updates, and resolutions to support governance, compliance, and operational efficiency
- Apply security-aware practices when handling user access, devices, and systems
System Support Technician
Phungela Holdings
Pietermaritzburg
10.2022 - Current
- Diagnosed and resolved system issues, provided user support, managed network infrastructure, installed software, maintained IT documentation, trained staff on new technology, and implemented security measures. In December 2023, I led the deployment of new software, coordinating with departments, providing user training, and addressing issues promptly, enhancing productivity and workflows.
- Assisted in implementing security controls by supporting user access management, enforcing password and MFA policies, and following data protection procedures to safeguard sensitive information.
- Increased network stability by performing regular firmware updates on devices such as servers, switches, and workstations.
Document Manager
uMgungundlovu TVET College Central Office
Pietermaritzburg
08.2024 - 12.2024
- I have managed records and improved filing systems at uMgungundlovu TVET College – Central Office, ensuring data accuracy and compliance. I was also elected to the culture committee, contributing to team building and a positive work environment.
- Managed all workflow departments' filing to digitize their paperwork
- Investigated and resolved variances in digital and physical records to promote record integrity.
- Facilitated seamless transitions between projects by efficiently transferring knowledge through thorough documentation handovers.
- Trained new employees on document management procedures, promoting adherence to established protocols and best practices.
External System Support
uMgungundlovu Tvet College (Greytown & Midlands Campus)
Pietermaritzburg
04.2023 - 09.2023
- Provided external system support, resolving critical issues promptly and optimizing performance. Implemented solutions for a 15% reduction in response time, enhancing client satisfaction and retention.
- Worked well in a team setting, providing support and guidance.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Learned and adapted quickly to new technology and software applications.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
Secretary
African Queens Community Project
Durban
05.2021 - 12.2021
- As a secretary, I efficiently managed office operations, improving organizational workflow and communication. Implemented a streamlined filing system, reducing retrieval time by 25%. Successfully coordinated high-priority meetings, ensuring seamless communication among team members.
- Maintained daily report documents, memos and invoices.
- Handled sensitive information discreetly, maintaining confidentiality when managing personnel files or financial data.
- Managed executive calendars, scheduling appointments and meetings to optimize time management.
- Utilized advanced software programs for data entry tasks that increased accuracy while minimizing errors.
Education
Bachelor of Arts - Criminology
University of South Africa
Durban , South Africa12.2026
Project Management Fundamentals
IBM
Durban , South Africa01.2024
Some College (No Degree) - Governance, Risk and Compliance
Udemy
Higher Certificate - Systems Support L5 (Includes Information Technology)
PC Training
Durban , South Africa01.2023
Some College (No Degree) - Cybersecurity Fundamentals
IBM Skills BUILD
Durban , South AfricaMatric Certificate - Bachelor Pass
Wartburg Kirchdorf School
Wartburg , UMshwathi01.2021
Skills
Help Desk & Service Desk Operations
IT Support / Desktop Support Engineering
End-User IT Support (Remote & Onsite)
Windows & macOS (MacBook) Support
Desktop & Laptop Troubleshooting
Application Installation & Configuration
Active Directory (User & Access Support)
IT Asset Management & Asset Registers
Ticket Logging, Tracking & Escalation
IT Service Management (ITSM)
ServiceNow (Administration Fundamentals – In Progress)
Malware Investigation & Security Escalation
Microsoft 365 Support
Documentation, SOPs & SLA Awareness
IT Systems Administration Support (User Accounts, Access, MFA, AD)
Remote IT Support & Distributed User Environments
Timeline
Digital and Technology (DigiTech): Support
South Africa Travel And Tours
10.2025 - Current
Document Manager
uMgungundlovu TVET College Central Office
08.2024 - 12.2024
External System Support
uMgungundlovu Tvet College (Greytown & Midlands Campus)
04.2023 - 09.2023
System Support Technician
Phungela Holdings
10.2022 - Current
Secretary
African Queens Community Project
05.2021 - 12.2021
Bachelor of Arts - Criminology
University of South Africa
Project Management Fundamentals
IBM
Some College (No Degree) - Governance, Risk and Compliance
Udemy
Higher Certificate - Systems Support L5 (Includes Information Technology)
PC Training
Some College (No Degree) - Cybersecurity Fundamentals
IBM Skills BUILD
Matric Certificate - Bachelor Pass
Wartburg Kirchdorf School
MOTIVATION TO JOIN YOUR TEAM
I am motivated to join your business because it aligns with my experience in help desk and IT support and offers an environment where I can contribute immediately. I bring strong hands-on experience supporting end users, resolving technical issues, and taking ownership of tasks to ensure reliable service delivery.
I value teamwork, accountability, and continuous improvement, and I am eager to apply my skills while growing professionally within a service-driven organisation that prioritises quality and integrity.
References
- Nonkokeli Nontwana, Head of System Support, 083 486 1717, Phungela Holdings
- Annette, Ver der Merwe, Campus Manager, 082 776 6403, uMgungundlovu Tvet College (Midlands)
- Z. Shelembe , Campus Manager, 072 249 2870, uMgungundlovu Tvet College ( Greytown)
- Ziningi, Jali, CEO, 078 506 9233, African Queens Community Project
MOTIVATION TO JOIN YOUR TEAM
I am motivated to join your business because it aligns with my experience in help desk and IT support and offers an environment where I can contribute immediately. I bring strong hands-on experience supporting end users, resolving technical issues, and taking ownership of tasks to ensure reliable service delivery.
I value teamwork, accountability, and continuous improvement, and I am eager to apply my skills while growing professionally within a service-driven organisation that prioritises quality and integrity.