Ntando Jeff Mpofu (MCom, ISC2)

Experience

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  Bloodhound Technologies

  Feb 2012 - Oct 2014

  IT Help Desk Coordinator

  • Utilized a ticketing system to log all customer inquiries for future reference.• Monitored help desk queues for incoming tickets and assigned them appropriately.• Provided technical assistance to customers via phone, email, and chat.• Set up accounts for new employees.• Troubleshot, diagnosed, and resolved technical hardware and software issues.

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  Fleet Street Publications

  May 2015 - Oct 2018

  Systems Administrator

  • Configured and maintained systems in Windows environments.• Configured and monitored network connectivity.• Managed user accounts, policies, and privileges in Active Directory.• Repaired, set up, and troubleshot printers and other peripheral devices.• Recommended, purchased, installed, and monitored the Zoho ticketing system.• Created and updated knowledge base articles.• Maintained inventory of company-owned ICT equipment.• Set up workstations and related equipment for new users.• Oversaw daily performance of computer systems. Show less

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  CrowdPoint Technologies

  Nov 2020 - Dec 2023

  Technical Support Engineer

  • Administered Network/Endpoint Vulnerability Management and Patch deployment.• Automated CCM-related tasks and workflows to ensure continuous compliance.• Monitored alarms for Incident Detection & Response, ensuring adherence to SLAs.• Configured & monitored Network/Endpoint Connectivity.• Performed CSRC Risk Analysis.• Resolved escalated queries, documented workflows and tracked ticket progress on Zendesk.• Created and maintained data backups, replication, and BCDR solutions.• Managed/Oversaw SaaS Onboarding process. Show less

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  Resolve IT Corp

  Nov 2023 - Dec 2024

  Senior Technical Support Specialist

  • Managed tickets in Syncro for streamlined resolution, prioritizing tasks efficiently.• Administered Acronis Cyber Cloud to provide proactive cybersecurity, data protection, and cloud backup.• Utilized CW Screenconnect and Anydesk to deliver real time white-glove remote support.• Identity & Access Management using Entra ID, Okta.• Leveraged IT Glue for centralized KBA documentation.• Administered SentinelOne and BitDefender for threat protection, and managed security.Administered Microsoft 365, Azure, and Google Workspace for seamless collaboration, cloud services, and secure data management.• Worked with Ubiquiti and Intune for network/mobile device and endpoint management.• Filter administration using Proofpoint and Techloq.• Administered Quickbooks Online & Desktop for financial software management. Show less

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  Chibitek

  Dec 2024 - now

  Tech Support II / Mac Administrator

  • Providing expert remote support for macOS (via Addigy) and Windows (via Datto RMM), leveraging AWS and Azure to ensure performance, security, and reliability. • Resolving Level 2 escalations efficiently using Autotask/GetThread. • Monitoring and maintaining systems using Datto RMM, Addigy, Azure Monitor, and AWS CloudWatch to proactively detect and address issues. • Delivering white-glove Microsoft 365 and Google Workspace support to SMB clients across the U.S. • Implementing cybersecurity best practices with Datto EDR, SentinelOne, BitDefender, and Acronis to safeguard data and ensure compliance. • Leading system upgrades, device rollouts, and cloud migrations across macOS, Windows, AWS, and Azure to ensure seamless transitions. • Training clients and internal teams on maximizing efficiency with macOS, Windows, Microsoft 365, and Google Workspace. • Managing ERN (Electronic Referral Network) integrations and troubleshooting Ceiba eCare to support secure, reliable telehealth and remote patient monitoring. • Documenting SOPs, KBs, and configurations in IT Glue and coordinating project tasks via Asana to maintain clarity and accountability. • Demonstrating strong communication, first-call resolution, and SLA/KPI adherence while consistently focusing on customer success. Show less