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Alistair Onesayi Nhiwatiwa

@alistaironesayinhiwa

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IT Support Technician at African Rock Hotel & Spa who cut workstation setup from over four hours to under 45 minutes.

South Africa

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At African Rock Hotel & Spa, I’m the sole IT support function for a 24/7 hotel and spa, handling front-line hardware, software, and network issues across the property. I average roughly 180 support requests a week.

I built and maintained a standardised Windows image with Clonezilla and Sysprep, reducing new workstation setup from over four hours to under 45 minutes. I also deployed and re-imaged more than 30 endpoints across front desk, back office, and spa operations.

I improved response time by 35% over 12 months by deploying Zendesk ticketing automation and setting 24/7 coverage schedules. I’m currently studying toward the CCNA, with practical routing and switching work documented in my CCNA Mega Lab.

Outside my support role, I build and document Active Directory and SIEM labs, and I founded PacketPath Academy, an educational YouTube channel about networking fundamentals and CCNA preparation.

Experience

Work history, roles, and key accomplishments

Current

IT Support Technician

Current

African Rock Hotel & Spa

Aug 2018 - Present (8 years 2 months)

Sole IT support for a 24/7 hotel and spa, handling 180 requests weekly. Built and maintained a standardized Windows golden image, reducing setup time from over 4 hours to under 45 minutes, and reimaged 30+ endpoints to cut downtime.

Windows 10 11 Windows Server Active Directory Group Policy Microsoft 365 Clonezilla Sysprep Zendesk Networking hardware troubleshooting Software Troubleshooting Incident Management Documentation

Current

Duty Manager

Current

African Rock Hotel & Spa

Aug 2018 - Present (8 years 2 months)

Led operational hotel duties, guest services, and CRM improvements alongside the IT role. Trained team members on IT best practices and network awareness.

Team Leadership Guest Service CRM Training

Retail Store Manager

Marcel's Frozen Yogurt

Oct 2013 - Jun 2017 (3 years 8 months)

Directed a 12-person team, achieving 18% year-over-year sales growth. Implemented automated Zendesk ticketing, reducing first-contact resolution from 4 hours to 1.5 hours across 120+ weekly cases.

Team Management Sales Growth POS Data Analytics KPI Dashboards Zendesk Customer Service CRM Corporate Trainer Scheduling

Education

Degrees, certifications, and relevant coursework

Cisco

Cisco Certified Network Associate (CCNA 200-301), Networking

Currently studying for the Cisco Certified Network Associate (CCNA 200-301) certification, with practical work published as a Packet Tracer enterprise lab.

Amazon Web Services

AWS Certified Cloud Practitioner, Cloud Practitioner

Earned AWS Certified Cloud Practitioner in March 2025, demonstrating foundational understanding of AWS Cloud services and architecture.

CompTIA

CompTIA Network+ CE, Network+

Earned CompTIA Network+ certification in December 2024, covering network concepts, implementation, operations, security, and troubleshooting.

Google

Google IT Support Professional Certificate, IT Support

Completed the Google IT Support Professional Certificate in September 2024, covering technical support fundamentals, networking, operating systems, and IT security.