THATO TSOTETSI
Summary
Dedicated IT Support Specialist focused on enhancing user satisfaction through effective troubleshooting and support solutions. Drives improvements in service delivery and operational processes while fostering strong relationships with clients and team members. Strong foundation in customer service and communication facilitates understanding of client needs and promotes effective collaboration for successful project outcomes.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Hosting Support Agent
Afrihost ISP
Edenburg, Sandton
03.2026 - Current
- Provided customer support for web hosting and email hosting services via phone, email, and live chat.
- Configured and managed hosting accounts using control panels such as cPanel.
- Assisted with domain setup, DNS configuration (A, MX, CNAME, TXT records), and domain propagation issues.
- Uploaded and managed website files via FTP and file managers; resolved file permission and structure issues.
- Diagnosed and resolved website errors (e.g., downtime, 404/500 errors, slow performance).
- Installed and troubleshot SSL certificates to ensure secure HTTPS connections.
- Monitored hosting resource usage (disk space, bandwidth) and advised on upgrades when necessary.
- Created and managed professional email accounts (e.g., info@domain.com).
- Configured email clients (Outlook and mobile devices) using SMTP, IMAP, and POP3 protocols.
- Resolved email delivery issues, including bounced emails, spam filtering, and blacklist problems.
- Implemented and troubleshot email authentication protocols (SPF, DKIM, DMARC).
- Assisted with password resets, mailbox access issues, and email synchronization across devices.
- Performed basic website and email security support, including malware identification and backup restoration.
- Logged, tracked, and followed up on support tickets to ensure timely resolution.
Junior IT Analyst
Gijima
Parktown, Johannesburg
06.2022 - 01.2025
- Provided Tier 1 & Tier 2 end-user support for laptops, desktops, mobile devices, and applications.
- Managed the full incident lifecycle using ITSM/call logging systems.
- Maintained 95-98% SLA compliance through efficient incident resolution.
- Achieved First Call Resolution (FCR) while supporting walk-in, telephonic, and remote users.
- Delivered remote support using Microsoft Remote Desktop and approved remote-access tools.
- Supported Microsoft 365 (M365) and Office 365 (O365) services, including Outlook, Teams, OneDrive, and Exchange-related issues.
- Administered Active Directory: moved laptop or desktop to the correct group based on the user's profile.
- Joined and managed devices on the corporate domain, ensuring correct group policy application.
- Provided Microsoft Azure support at a foundational level, including Azure AD user management and identity-related troubleshooting.
- Performed advanced hardware diagnostics, repairs, OS rebuilds, and imaging.
- Configured 3G/Vodacom APN connectivity on user laptops for remote access.
- Installed and configured printers, desk phones, and peripherals.
- Escalated complex technical issues to 2nd and 3rd level support while ensuring ownership and follow-up through to resolution.
- Delivered video conferencing and boardroom support, including setup, testing, and troubleshooting of Microsoft Teams-enabled meeting rooms and conferencing equipment.
- Hardware restoration and setup devices (HP, Dell, Acer, or Asus).
- Tracking and managing loan devices.
- Backup management (laptops, mobile devices, systems).
- Backup tapes / off-site storage.
- Hardware inventory tracking.
- Software licence management.
- Testing new systems/software (QA).
- Implementing security controls (not just BitLocker).
- Procuring repairs / replacements.
- ICT project execution (full lifecycle).
- Servicing Transnet
IT Analyst Intern
Gijima
Parktown, Johannesburg
05.2021 - 06.2022
- Resolved user-reported incidents and service requests to enhance overall support experience.
- Diagnosed and resolved hardware and software faults.
- Executed system updates, installed applications, and performed troubleshooting to maintain optimal system performance.
- Installed and configured laptops and desktops according to company standards.
- Joined devices to the corporate domain and mapped network drives.
- Delivered maintenance support for Transnet systems to ensure reliability and availability.
- Built strong foundational skills in enterprise IT support and customer service.
Education
Diploma - Information Technology Management
Rosebank College
Parktown, Johannesburg04-2020
Skills
- Web hosting administration
- Domain administration
- Email setup
- Technical support
- Issue resolution
- SLA adherence
- Client management
- Continuous learning
- Teamwork
- Decision-making
- Written communication
Custom
- Tshepo Lucas Rampoti, Recruitment and Training Facilitator, 078 961 2957, Tshepo.r@afrihost.com
- Lawrence Pillay, Senior IT Manager, 083 625 6379, Lawrence.Pillay@gijima.com
Certification
- CPanel & WHM Sales Professional, 2026-04-04
- CPanel Professional, 2026-04-05
- WHM Administration, 2026-04-13
- CPanel & WHM System Administrator I, 2026-04-19
- CPanel & WHM System Administrator II, 2026-04-19
Personal Information
License: Code 8 Driver's License
Timeline
Hosting Support Agent
Afrihost ISP
03.2026 - Current
Junior IT Analyst
Gijima
06.2022 - 01.2025
IT Analyst Intern
Gijima
05.2021 - 06.2022
Diploma - Information Technology Management
Rosebank College