Watson Hlungwani
IT Support Specialist
Midrand
Summary
Proactive IT Support Specialist with over 5 years of experience providing Level 1 and Level 2 IT, network, and system support in healthcare and corporate environments. Certified in CCNA and skilled in VLAN configuration, Cisco switching/routing, Active Directory, SCCM, Office 365, and network troubleshooting. Experienced in monitoring, incident management, backup, and compliance with IT policies and security standards. Adept at enhancing operational efficiency, maintaining system uptime, and delivering customer-focused IT solutions.
Overview
5
5
years of professional experience
4
4
Certifications
Work History
Level 1 Support Engineer (Contract)
Three6Five
07.2025 - 09.2025
- Provided first-line support using Zendesk and remote access tools.
- Monitored network and systems via PRTG, Iris Cloud, and Zerto, ensuring uptime and performance.
- Logged, tracked, and escalated incidents according to SLA.
- Coordinated with 3rd-party vendors to maintain continuous service delivery.
IT Support Specialist
Shout-It-Now
11.2023 - 07.2025
- Delivered Level 1 and Level 2 support for healthcare IT systems, endpoints, and networks.
- Configured and managed Cisco VLANs, assigned ports, verified trunk/access operations, and ensured network segmentation compliance.
- Administered Active Directory: user creation, security groups, and access control.
- Ensured endpoint compliance using SCCM; performed updates and patching.
- Managed IT service requests via Freshservice, adhering to SLA and escalation protocols.
- Supported PABX systems, including extension setup, pin code configuration, and fault resolution.
- Conducted preventative maintenance on hardware and network devices.
IT Support Technician
Point to Point Network
10.2020 - 11.2023
- Delivered remote and onsite support for hardware, software, and network issues.
- Installed and maintained Wi-Fi routers, Cisco switches, and Unifi APs.
- Performed daily network and system checks to ensure uptime and stability.
- Managed Active Directory accounts: creation, password resets, and permissions.
- Assisted with printer setup, scan-to-mail, and FTP configuration.
- Ensured regular backups were completed and recoverable per policy.
Education
FET Certificate - Information Technology (Systems Development)
Tshwane College
01.2016
Senior Certificate (Matric) - undefined
Nwanati High School
01.2013
Skills
Networking & Infrastructure: VLAN configuration & management, Inter-VLAN Routing, DHCP, DNS, TCP/IP, Wi-Fi, Cisco Routers & Switches, Untangle Firewall, Unifi APs
System & Directory: Windows 10/11, Windows Server 2012–2019, Active Directory, Group Policy, User & OU Management, SCCM
Monitoring & Backup: PRTG, Iris Cloud, Zerto, Backup Software Maintenance
Telephony & PABX: Extension Setup, Pin Code Configuration, Barring Levels, Fault Logging
Software & Cloud: Office 365, Exchange Online, Teams, Microsoft Cloud Platform, SAP GUI
Support & Ticketing Tools: Freshservice, Zendesk, Remote Desktop, TeamViewer
Operational Standards: Preventative Maintenance, Change Management (CAB), Asset Register Management
Soft Skills: Problem-Solving, Time Management, Communication, Customer Service, Team Collaboration
Certification
Cisco Certified Network Associate (CCNA) – NetCampus, 2025
References
Available upon request
Timeline
Level 1 Support Engineer (Contract)
Three6Five
07.2025 - 09.2025
IT Support Specialist
Shout-It-Now
11.2023 - 07.2025
IT Support Technician
Point to Point Network
10.2020 - 11.2023
Senior Certificate (Matric) - undefined
Nwanati High School
FET Certificate - Information Technology (Systems Development)
Tshwane College