Technical Support Specialist and Systems Administrator

Molefi Mothibi

Technical Support Specialist, Systems Administrator

************@*****.*** 079******* Johannesburg, South Africa linkedin.com/in/m-mothibi upwork.com/freelancers/~01d13f73fb5989d0b9 github.com/willohblack SUMMARY

Technical Support Specialist and Systems Administrator with 6+ years of experience managing IT infrastructure, virtualization environments, and end-user systems at scale. Proven ability to troubleshoot complex technical issues, optimize system performance, and maintain reliable IT operations across physical and cloud environments. Strong track record of reducing downtime, improving user support efficiency, and managing virtualized infrastructure. EDUCATION

06/2026 Salt Lake City, USA

09/2023 – 04/2026 Salt Lake City, USA

09/2023 – 08/2025 Salt Lake City, USA

09/2023 – 12/2025 Ensign College

09/2024 – 08/2025 Salt Lake City, USA

09/2024 – 08/2025 Salt Lake City, USA

09/2023 – 01/2025 Salt Lake City, USA

01/2013 – 12/2013 Pretoria, South Africa

LANGUAGES

English

Setswana

Sesotho

Isizulu

EXPERIENCE

02/2026 – Present Remotely

•Currently completing a structured 16-week training program focused on virtual assistance, data entry, and remote work readiness

•Developed skills in Microsoft Office (Word, Excel, PowerPoint), Google Workspace, and online collaboration tools

•Gained foundational experience in data handling, digital organization, and administrative support tasks

•Strengthened professional communication, email etiquette, and customer service skills in a virtual environment

•Improving typing speed, accuracy, and productivity in remote work settings

•Applying basic knowledge of bookkeeping, project

coordination, and workplace digital tools

04/2026 – Present Johannesburg, South Africa

•Delivered technical support for 100+ end-user devices across lab and classroom environments, resolving hardware, software, and network issues with 95% first-contact resolution rate

•Performed system imaging, configuration, and deployment of new workstations, reducing average provisioning time from 2 hours to 30 minutes through standardized procedures

•Managed IT infrastructure, including network equipment, Wi-Fi systems, and virtualization platforms; conducted monthly audits to identify bottlenecks and implemented configuration improvements yielding 15% uptime gain

•Configured audio-visual systems for training events, restoring service within 30 minutes of incident report to prevent event cancellations

• Executed preventive maintenance, including Windows patching, software updates, and hardware diagnostics, reducing unplanned downtime by 22%

• Developed and maintained a knowledge base with 50+ articles covering troubleshooting procedures and IT policies; documented all activities in the ticketing system with 100% compliance audit results

01/2024 – 11/2025 Remote

• Designed and deployed secure websites using WordPress, HTML, CSS, and JavaScript with SSL certificates and industry security standards

•Resolved IT issues for staff across email, Microsoft 365

(account setup, access management, inbox configuration), and Google Workspace (provisioning and collaboration tools)

•Trained staff on password hygiene, patching procedures, and phishing identification, reducing recurring IT requests by 35%

•Implemented on-page SEO, including meta tag optimization, XML sitemap configuration, and keyword targeting; achieved 22% organic traffic increase within 8 months

Bachelor of Science in Applied Business Management, BYU-Idaho

Bachelor of Applied Science – Information Technology, Ensign College

Associate of Applied Science – Information Technology, Ensign College

Certificate – System Administration

Certificate – IT Professional, Ensign College

Professionalism Certificate, Ensign College

Certificate – Technical Support, Ensign College

Matric (National Senior Certificate),

Tswaing Secondary School

Data Entry Specialist, Springboard

Technical Support Specialist, BYU Pathway Worldwide IT Support Technician (Volunteer), Digi S Designs

Molefi Mothibi ************@*****.*** 1 / 2

CERTIFICATES

•CLOUD AND DEVOPS BOOTCAMP 2026 —

ExlearnTechnologies — Feb 2026

•Cybersecurity Compliance Strategies —

SecurityScorecard — Jan 2026

•TestOut Security Pro — TestOut — Jun 2025

•TestOut Client Pro — TestOut — May 2024

•TestOut PC Pro — TestOut — Jan 2024

•IBM Technical Support Specialization — Coursera —Nov 2022

•IBM Cybersecurity Analyst Professional Certificate — Coursera — Jul 2021

•Google IT Support Specialization — Coursera — Apr2021

•Multicloud Network Associate — Aviatrix — Oct 2020

•Level 2: Excel Yellow Belt - McGraw Hill - 2024

•Accenture North America - Data Analytics and

Visualization Job Simulation - Forage - 2024

•ICPM Certified Supervisor Specialization - Coursera - 2022

•IO4PM Project Management - International Organisation for Project Management - 2021

•Google Data Analytics Specialization - Coursera - 2023

•QuickBooks Online Payroll Certification—QuickBooks

—2026

SKILLS

Technical Skills:

•IT Support and Troubleshooting

•Systems Administration

•Cloud Administration

•Network Infrastructure

•Windows and macOS Management

•Data Analytics

•Incident Management

•Knowledge Base Development

Tools and Platforms:

•Microsoft 365

•Azure

•AWS

•Windows 10 & 11

•macOS

•ServiceNow

•Zendesk

•Remote Desktop (RDP)

•Power BI

•Tableau

•SQL

•Python

•WordPress

•HTML

•CSS,

•JavaScript

Childline Gauteng

11/2023 – 10/2025 Pretoria, South Africa

•Oversaw NACOSA IT systems (MyHope, KVAP, biometric tracking) supporting 10+ concurrent users across multiple sites, ensuring 98%+ data accuracy and regulatory

compliance

•Supervised a team of 10 data capturers through entry validation and quality assurance; implemented data validation procedures, reducing errors by 18%

•Resolved data system issues in ES3 and Zynesis platforms with a 24-hour average response time, ensuring accurate donor reporting and compliance with organizational requirements

•Generated monthly and quarterly donor reports with 100% on-time delivery, meeting all NACOSA and partner

organization deadlines

•Coordinated biometric system rollout, including deployment planning and staff training; system reduced data entry time by 12 minutes per record and eliminated duplicate entries 02/2023 – 11/2023 Pretoria, South Africa

•Oversaw NACOSA IT systems (MyHope, KVAP, biometric tracking) supporting 10+ concurrent users across multiple sites, ensuring 98%+ data accuracy and regulatory

compliance

•Supervised a team of 10 data capturers through entry validation and quality assurance; implemented data validation procedures, reducing errors by 18%

•Resolved data system issues in ES3 and Zynesis platforms with a 24-hour average response time, ensuring accurate donor reporting and compliance with organizational requirements

•Generated monthly and quarterly donor reports with 100% on-time delivery, meeting all NACOSA and partner

organization deadlines

•Coordinated biometric system rollout, including deployment planning and staff training; system reduced data entry time by 12 minutes per record and eliminated duplicate entries 10/2020 – 02/2023 Pretoria, South Africa

•Processed and validated 200+ assessments weekly in MyHope and KVAP, achieving 95%+ accuracy over 28 months of continuous operation

•Assisted staff with system access issues and platform questions, reducing user delays and improving data entry workflow efficiency

•Migrated reporting from paper to digital systems, providing user training and data validation; digital conversion eliminated 92% of manual errors and paper-filing overhead 11/2017 – 01/2020 Pretoria, South Africa

•Directed desktop support operations for 30+ users, managing ticket resolution workflow with a 2-hour average resolution time using the ServiceNow platform

•Led a 3-person IT team through task delegation, performance monitoring, and weekly KPI tracking for ticket closure rates and customer satisfaction

•Administered Windows 10 and 11 systems, local networks, and software environments, achieving 99.2% uptime across all managed infrastructure

•Created staff training materials and quick reference guides for common issues, reducing repeat support requests by 20% and lowering average issue complexity

Junior Monitoring and Evaluation Officer (IT and Data Systems)

Senior Data Capturer (M&E IT Systems)

Data Capturer (M&E IT Systems)

Junior Desktop Support Manager, Bokamoso Youth Centre Molefi Mothibi ************@*****.*** 2 / 2

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