Sinazo Mqikela
IT L3 Support Engineer
Johannesburg
Summary
IT Operations and Infrastructure Leader with over 5 years of experience across enterprise IT support, service delivery management, SaaS environments, and infrastructure project implementation. Experienced in leading IT governance initiatives, implementing ITSM platforms (Jira Service Management), managing multi-office enterprise environments at McKinsey & Company, and delivering SaaS client success and CRM system configuration at QContact. Proven ability to improve SLA compliance, modernize asset management processes, optimize onboarding frameworks, and collaborate with cross-functional technical and business stakeholders to drive operational excellence.
Overview
5
5
years of professional experience
8
8
Certifications
Work History
IT Level 3 Support Engineer
bigly labs by Dis-Chem
Johannesburg, South Africa
08.2025 - Current
- Led the implementation of IT policies for data governance and asset protection, establishing structured IT controls in an environment where no aligned IT policies previously existed.
- Established and led the implementation of Jira Service Management, integrating it with HEAT for seamless 3rd-line escalation, improving SLA compliance, ticket visibility, and cross-team collaboration.
- Led the migration of IT asset management from manual Excel tracking to Jira Service Management Assets, eliminating asset visibility gaps and significantly reducing missing or unaccounted devices.
- Implemented structured asset lifecycle controls (procurement, allocation, reassignment, auditing, and decommissioning), strengthening governance and improving organizational accountability.
- Led and implemented endpoint deployment for Windows and macOS devices, configuring and preparing devices to ensure users were fully set up and ready from day one.
- Led and implemented a structured IT onboarding and offboarding strategy, reducing onboarding setup time by approximately 70% and improving new hire impression and readiness from day one.
- Provided end-to-end IT operations and infrastructure support for 100+ users, ensuring high availability, operational continuity, and consistent SLA adherence.
- Administered Microsoft Azure and Active Directory environments, managing user lifecycle, access control, and license governance.
- Administered SaaS platforms including Jira and Miro, overseeing configuration, permissions, governance, and user support.
- Managed endpoint deployment (Windows and macOS) and oversaw office IT infrastructure including conferencing systems and printer fleet management.
- Improved customer satisfaction by promptly addressing support tickets and providing accurate solutions.
Customer Success Associate
QContact
Remote
12.2024 - 07.2025
- Delivered first-line technical and functional support across multiple communication channels (Voice, Email, SMS, WhatsApp, Facebook, Webchat), improving resolution times and user experience within SLA response time ensuring seamless CRM operations.
- Successfully managed a diverse portfolio of clients, delivering high-quality support while develop and maintain long-term relationships with clients, providing them with personalized support to maximize product value.
- Troubleshoot technical issues, configure CRM, dialer systems, dashboards, Self-service script, IVR's, API Integration and manage support cases end-to-end, while collaborate with the Product and Engineering teams to escalate issues and provide client insights.
- Conducted tailored onboarding sessions for new clients with their teams and existing clients, ensuring smooth adoption of services and reducing time-to-value.
- Led training initiatives and developed documentation to enhance client knowledge of platform capabilities and new feature releases.
- Actively test new platform releases, providing valuable feedback to the product team and ensuring the functionality meets client needs.
- Championed customer self-service by promoting and improving the use of the knowledge base, resulting in decreased ticket volume and faster resolutions.
- Enhanced reporting functionalities by integrating custom API solutions, leading to more accurate data insights for clients.
- Enhanced customer retention through personalized follow-up and proactive outreach initiatives.
- Supported clients during critical events or emergencies by providing timely assistance and guidance, minimizing potential impact on their operations.
IT Solution Advisor
McKinsey & Company
Johannesburg, South Africa
01.2021 - 11.2024
- Efficiently resolved incoming inquiries from multiple channels, including ticketing software, email, Slack and phone calls, with a focus on meeting defined SLA timeframes, ultimately ensuring seamless end-to-end customer journeys for all office users, particularly in IT-related queries and problems. Looking after 2 Offices in Africa.
- Conduct root cause analysis of production incidents related to software applications across various operating systems including Windows, iOS, and macOS. This involves analyzing logs, reviewing error reports, and simulating issues to identify the underlying causes. Collaborate with relevant teams to implement long-term solutions that enhance system stability and user satisfaction.
- Responsible for infrastructure maintenance of printers and AV equipment/conference rooms, which involves diagnosing and troubleshooting issues, repairing, or replacing components, and ensuring that necessary supplies are available.
- Develop and maintain relationships with technology vendors and service providers. This involves researching different vendors and service providers, negotiating contracts, and ensuring that the company is getting the best value for its money.
- Document software application incidents, including detailed descriptions of the issue, steps to reproduce it, and prioritization based on user impact. Ensure the relevant teams are informed and able to take appropriate action to resolve the issue. This process leads to a more efficient and effective incident management system.
- Continuously evaluate and optimize technology solutions to ensure they align with the company’s evolving needs. This includes monitoring system performance, identifying areas for improvement, and recommending or implementing changes to enhance functionality and efficiency.
- Mentor and coach to a new member of the IT team, responsible for their onboarding, training, and ongoing development. Provide guidance on technical skills such as IT infrastructure, network management, and troubleshooting, while fostering a collaborative learning environment. Regularly offer performance feedback, support professional growth, and help integrate them into the team to ensure they contribute effectively to projects.
- In charge of creating informative presentations for both new and current colleagues, with a focus on educating them about the technology utilized in the Africa region. Responsibilities include researching and gathering data on the software technologies used, organizing this information effectively, and delivering clear and concise presentations. The aim is to ensure colleagues have a strong grasp of these technologies, how to utilize them for enhanced productivity, and a deeper understanding of the firm’s tech landscape.
- Oversaw the installation and integration of an AV system, and control systems for meeting rooms in a new acquired office.
- Led the end-to-end installation of a fiber optic network and LAN/WAN infrastructure project for a new office space, ensuring seamless connectivity and optimal performance.
- Lead and coordinated with the external vendor and internal team for the deployment and configuration of network switches, routers, and firewalls, ensuring proper IP address allocation, VLAN configuration, and network security protocols were in place.
- Led a project with the assistance of the manager to upgrade the VC system in the conference rooms, overseeing the installation and configuration of hardware and software and resolving technical issues to ensure consistent availability for meetings and presentations.
- Directed the setup of the office's structured cabling system, including patch panel termination, cable management, and testing for signal integrity.
Education
Bachelor of Science - Computer Science
Walter Sisulu University
Mthatha, South Africa01-2017
Skills
IT Operations Management
Enterprise IT Support (Multi-Office)
IT Governance & Controls
IT Service Delivery & SLA Management
IT Asset Lifecycle Management
ITSM Implementation (Jira Service Management)
Infrastructure Project Leadership
SaaS & CRM Administration
Vendor & Stakeholder Management
Incident & Root Cause Analysis
Client Onboarding & Training
Process Optimization & Operational Improvement
Team Mentorship
Cloud & Identity Management: Microsoft Azure, Azure Active Directory, Exchange Online, Microsoft 365, SharePoint Online, User Lifecycle & Access Governance
IT Service Management & Support Platforms: Jira, Jira Service Management, Jira Assets, HEAT, ServiceNow, Zendesk, Ticket Triage & Escalation, SLA Compliance Management, Qcontact
Infrastructure & Networking: LAN/WAN, IP Addressing, DNS, DHCP, Routers, Switches, Firewalls, VLAN Configuration, Fiber Optic Network Deployment, Structured Cabling, AV Systems
Operating Systems & Enterprise Environments: Windows, macOS, Linux, Citrix, iOS, Android
Endpoint management: Windows and macOS deployment
Development & Data Foundations: SQL, MySQL, SQLite, Firebase, Java, Python, C, HTML5, CSS3, JavaScript, TypeScript, Angular, Bootstrap, jQuery
Technical documentation
Project coordination
ITIL methodology
Certification
Customer Success Strategic Management (2025)
Timeline
IT Level 3 Support Engineer
bigly labs by Dis-Chem
08.2025 - Current
Customer Success Strategic Management (2025)
01-2025
Customer Success Associate
QContact
12.2024 - 07.2025
Data Analytics – University of Cape Town
08-2023
Project Management – University of the Witwatersrand
01-2023
Business Management
07-2022
Operations Management
06-2022
CompTIA A+ & Network+
05-2022
Entrepreneurship
03-2022
IT Solution Advisor
McKinsey & Company
01.2021 - 11.2024
Ionic – CodeTribe Academy
08-2018
Bachelor of Science - Computer Science
Walter Sisulu University