OYISA MGOLOZA
Cape Town
Summary
Customer-focused 2nd Line IT Support Engineer with 5+ years of experience in Managed Services environments, specializing in Microsoft 365 administration, Azure Active Directory, and Microsoft Intune. Proven ability to resolve complex technical incidents within SLA targets, reduce downtime, and improve end-user experience across enterprise environments. Skilled in Windows Server/Desktop troubleshooting, networking, endpoint security, and remote support, with customer satisfaction scores consistently above 90%. Recognized for proactive communication, technical mentoring, and delivering reliable support in fast-paced customer- centric environments.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Technical Support and Operations Consultant
HyperionDev
Cape Town
11.2025 - 02.2026
- Improved operational reporting accuracy by developing Power BI dashboards tracking SLA performance and support metrics.
- Reduced workflow delays by coordinating support processes using ServiceNow and Jira.
- Delivered reliable technical and AV support during hybrid presentations, ensuring zero technical disruptions for stakeholders.
- Maintained audit-ready documentation aligned with governance and operational standards.
Level 2 IT Support Engineer
Computacenter
Cape Town
07.2022 - 11.2025
- Achieved 95%+ SLA compliance by managing high-volume incident queues in a Managed Services Provider environment using ServiceNow, improving response times and customer satisfaction.
- Reduced critical incident downtime by 30% by troubleshooting Microsoft 365, Azure Active Directory, and enterprise infrastructure issues affecting end users across multiple client environments.
- Administered Microsoft 365 user accounts, licensing, mailbox permissions, shared mailboxes, and distribution groups, improving access management efficiency and reducing onboarding delays.
- Managed Microsoft Intune compliance policies, device enrollment, endpoint configurations, and remote troubleshooting to support secure and reliable remote workforce operations.
- Improved endpoint security and reduced phishing-related escalations by supporting endpoint protection, Exchange Online Protection, mail flow rules, and email security configurations.
- Reduced repeat incidents by 20% by resolving complex Windows 10/11 and Windows Server issues through proactive troubleshooting and root-cause analysis.
- Improved collaboration platform reliability and user productivity by supporting Microsoft Teams and SharePoint administration and troubleshooting.
- Strengthened business continuity processes by supporting backup and disaster recovery procedures and validating successful restore operations.
- Increased team productivity by 15% by mentoring junior engineers, improving documentation quality, and streamlining troubleshooting processes.
- Improved network connectivity and service reliability by troubleshooting WAN technologies, VPNs, and Cisco routing and switching environments.
Level 1 IT Support Engineer
Computacenter
Cape Town
11.2021 - 06.2022
- Achieved 85% to 90% first-call resolution by supporting Microsoft 365, Teams, SharePoint, and Azure Active Directory environments for enterprise users.
- Championed SLA compliance while managing 50 to 60 daily incidents in a fast-paced Managed Services environment, minimizing disruption to end users.
- Improved onboarding efficiency by administering Active Directory and Azure AD accounts, reducing provisioning delays for new employees.
- Supported Microsoft Intune device enrollment and compliance policies, improving endpoint management consistency and remote workforce support.
- Reduced recurring connectivity issues by troubleshooting VPNs and supporting endpoint protection and email security configurations.
- Reduced device deployment time by 25% through efficient imaging, configuration, and Windows desktop troubleshooting.
- Improved escalation success and customer satisfaction by maintaining clear communication and detailed incident documentation.
Skills
- Microsoft 365 administration
- Azure Active Directory
- Microsoft Intune
- Windows 10 and 11 troubleshooting
- Windows Server troubleshooting
- Email security
- Endpoint protection
- Antivirus management
- Networking and VPN technologies
- Firewall administration
- Backup and disaster recovery
- Virtualization technologies
- Service desk tools and remote support
- Incident and SLA management
- ITIL practices
- Scripting and automation
- Customer support and technical communication
LinkedIn Profile
linkedin.com/in/oyisa-mgoloza-645237214
Certification
- Software Engineering Certificate - HyperionDev
- CompTIA Security+ (in progress)
- CompTIA Network+ (in progress)
- ITIL Foundation
Projects
- Built enterprise networking lab environments using MPLS, VLANs, VPNs, and Cisco technologies to strengthen infrastructure troubleshooting and connectivity support skills.
- Configured VLAN segmentation and inter-VLAN routing to improve network performance, security, and traffic management.
- Implemented IPSec and SSL VPN solutions to support secure and reliable remote access for users.
- Developed monitoring dashboards to track packet loss, latency, and SLA metrics, supporting proactive incident management and service reliability improvements.
Timeline
Technical Support and Operations Consultant
HyperionDev
11.2025 - 02.2026
Level 2 IT Support Engineer
Computacenter
07.2022 - 11.2025
Level 1 IT Support Engineer
Computacenter
11.2021 - 06.2022