Watson Hlungwani
midrand,Gauteng
Summary
Accomplished IT professional with extensive expertise in technical support, network administration, and system security. Proficient in troubleshooting hardware and software issues, managing Microsoft 365, and administering Active Directory. Demonstrates strong skills in customer service, project management, and team collaboration. Experienced in operating systems such as Windows and Untangle, with a solid understanding of networking fundamentals including TCP/IP, DNS, and DHCP. Adept at configuring Wi-Fi networks, executing system backups, and providing end-user training. Committed to delivering high-quality support within Managed Service Provider environments while maintaining cultural diversity and respect.
Overview
5
5
years of professional experience
2
2
years of post-secondary education
1
1
Certification
Work history
IT Support Specialist
Shout-It-Now
11.2023 - 10.2025
- Provide first-line support for IT, network, system, and user-related issues for all users (including via Remote Desktop).
- Install, configure, and troubleshoot hardware and software
- Implement and maintain system security protocols including antivirus, firewall settings, and patch management.
- Provide support for IP telephony and PABX systems
- Configure and maintain communication tools such as Microsoft Teams and Exchange Online
- Administer Active Directory: user account creation, password resets, group memberships, and policy enforcement
- Manage user accounts, permissions, and access controls.
- Ensure system security and data backup/recovery.
- Monitor system performance and optimizing resources.
- Provide top-notch technical support to end-users.
- Minimise system downtime through pro-active monitoring and planning; Ensure trending and minimisation of recurring problems
- Ensure all incidents and requests for service are logged on the help desk system (Freshservice).
- Resolve all logs and issues within SLA standards ensuring SLA is met.
- Install, configure, maintain, troubleshoot, monitor, and automat tasks for various systems (e.g. Untangle Firewall, Active Directory servers, Windows Server 2012 R2).
- Ensure all computers are joined to Active Directory.
- Implement, adhere to, and maintain Active Directory delegation of rights and security standards.
- Create, change and delete user accounts and groups as per request via Microsoft Administrator / O365.
- Install and upgrade operating systems and computers.
- Maintain operational, configuration, and setup standards as per company policies and procedures.
- Manage all IT request via the Helpdesk system Provide technical support by phone
- Manage IT service desk and incidents to provide efficient desktop support, aligned to SLA's and agreed standards
- Tech Stack: Freshservice | Remote Desktop | Untangle Firewall | Active Directory | Windows Server 2012 R2 | Office 365
- Reason for Leaving Organisation: Looking for a new challenge.
IT Support Technician
Point to Point Network
10.2020 - 11.2023
- Provided step-by-step instructions to customers to resolve issues, clearly and concisely.
- Documented customer interactions and issue resolutions.
- Escalated complex issues to higher-level support teams.
- Remained up-to-date with new technologies and developments, as well as industry developments and manufacturer updates.
- Maintained a high level of customer satisfaction and support.
- Installed and configured wi-fi routers and Unifi access point.
- Conducted site surveys to determine optimal network placement.
- Troubleshot connectivity issues and performed repairs.
- Configured network settings for optimal performance.
- Ensured network security and compliance with industry standards.
- Documented installation and configuration details.
- Collaborate with other technicians and teams as needed.
- Tech Stack: Zendesk
- Reason for Leaving Organisation: Career growth.
Education
Further Education & Training Certificate - Information Technology (Systems Development)
Tshwane College
01.2014 - 01.2016
Senior Certificate - Grade 12 / Matric
Nwanati High
Skills
- Technical Support Troubleshooting (Hardware & Software) Network Administration System Security
- Customer Service Operating Systems (Windows, Untangle) Software Applications (Microsoft Office 365)
- Networking Fundamentals (TCP/IP, DNS, DHCP) Team Collaboration Communication Project Management
- Time Management Multitasking Work Under Pressure IT Background Cultural Diversity & Respect
- Networking fundamentals (TCP/IP, DNS, DHCP) SCCM, SAP GUI, and remote desktop tools Telephony/PABX systems
- Operating systems expertise
- Wi-Fi configuration expertise
- System backups execution
- CISCO networking knowledge
- Wireless networking configuration
- VoIP administration
- User interface understanding
- Software installation and upgrade
- End user support
- Technical documentation
- Network troubleshooting
- Zendesk
- Network configuration
- Application installation
- Anti-virus software installation
- Managed Service Provider (MSP) help desk
- Microsoft 365 administration
- Computer backup management
- Active Directory
- End-user training
Certification
- Cisco certified Network Associate (CCNA), NetCampus, 2025
- Microsoft Certified Solutions Associate (MCSA) / Expert Cloud Platform and Infrastructure, The Graduate Institute of South Africa, 2018
- Working at Heights Training Course, NOSHC, 2021
- Occupational Health and Safety Act Training Course, NOSHC, 2021
- Microsoft Certified Solutions Data Engineer, Netcampus, 2020
- IT Essentials, The Graduate Institute of South Africa, 2019
- CCNA 2 Routing and Switching, The Graduate Institute of South Africa, 2019
- CCNA 1 ITN, The Graduate Institute of South Africa, 2019
PERSONAL DETAILS
English, Xitsonga, isiZulu, Sepedi, Venda
Reference
- Mohlophehi, Thabeta, Manager, mohlophehi@clowdy.co.za, 0100549804, 0635064663, Point to Point Network
- Motebang, Supervisor, 0744545804, Point to Point Network
- Yonwaba, Pezisa, Project Manager, yngwe@gmail.com, 0761546851, Shout-it-Now
- Siyabonga, Msweli, IT Director, siyabonga.msweli@shoutitnow.org, 0833992111, Shout-it-Now
Timeline
IT Support Specialist
Shout-It-Now
11.2023 - 10.2025
IT Support Technician
Point to Point Network
10.2020 - 11.2023
Further Education & Training Certificate - Information Technology (Systems Development)
Tshwane College
01.2014 - 01.2016
Senior Certificate - Grade 12 / Matric
Nwanati High