Open to opportunities

Carin Viljoen

@carinviljoen

Senior IT Support Engineer specializing in AWS and Microsoft 365, delivering incident response and reliable cloud operations.

South Africa

Message

What I'm looking for

I’m looking to support cloud and Microsoft environments in a managed services setting—owning incident response, root cause analysis, and high-availability operations. I want teams that value clear communication, uptime, and continuous improvements.

I’m a Senior IT Support Engineer with 15 years in managed services, focused on supporting AWS environments, Microsoft 365, and cloud infrastructure. I’m at my best troubleshooting complex issues across cloud, networking, and systems—especially in live client environments.

Since 2022, I’ve supported and maintained AWS-based production environments, including EC2, RDS, ALB, Auto Email Scaling, and CloudWatch. I provide on-call support for critical infrastructure, investigate incidents and outages, perform root cause analysis, and implement preventative improvements.

I also administer Microsoft 365 / Entra ID with MFA and Conditional Access, and support identity management. On the server and network side, I troubleshoot Linux servers, DNS, SSL (Certbot), and Cloudflare WAF configurations, while managing web hosting and domain/DNS configurations.

Earlier roles strengthened my escalation and delivery skills across Microsoft environments, Active Directory, Cloudflare WAF, endpoint security (ESET), and network monitoring (PRTG, Acronis, Cisco Meraki). I prioritize clear stakeholder communication during incidents, strong SLA compliance through disciplined ticket management, and practical, customer-focused resolution.

Experience

Work history, roles, and key accomplishments

Current

Senior IT Support Engineer

Current

Dudobi

Jan 2022 - Present (4 years 3 months)

Supported and maintained AWS-based production environments and provided on-call incident response for critical cloud infrastructure issues. Administered Microsoft 365 and Entra ID security (MFA/Conditional Access) and resolved complex Linux, DNS, SSL (Certbot), and Cloudflare WAF problems with clear stakeholder updates.

AWS EC2 AWS RDS AWS Cloudwatch Microsoft 365 Entra ID Incident Management Cloudflare WAF

L1–L2 Support Engineer

Castlerock

Jan 2017 - Jan 2022 (5 years)

Delivered L1–L2 support for Microsoft environments, acting as an escalation point for complex issues across client systems. Monitored and maintained networks and backups, managed endpoint security, and ensured SLA compliance through effective ticket handling.

Active Directory Microsoft Intune Cloudflare WAF Endpoint Security Monitoring Backup Management (Acronis)Cisco Meraki

Onsite Support Engineer

EOH It & Service Provider

Jan 2013 - Jan 2017 (4 years)

Managed and resolved support tickets within SLA and KPI requirements, troubleshooting hardware, software, and network incidents. Provided support to users in a large enterprise environment and maintained clear documentation and communication.

Network Troubleshooting Documentation

Refresh Engineer / Field Support

T-Systems

Jan 2011 - Jan 2013 (2 years)

Updated tickets with accurate technical information and performed asset management and database updates for deployed equipment. Delivered remote, onsite, and telephonic field support, including hardware refreshes and device replacements while maintaining system integrity.

Asset Management Hardware Refreshes Remote Support Onsite Support Troubleshooting

IT Technician (Sales & Support)

Comwil Computer Inc

Jan 2009 - Jan 2011 (2 years)

Sold computer hardware and provided technical advice, configuring and deploying client devices through OS imaging, driver, and software installation. Managed vendor communication, quotations, and stock control, while delivering remote and onsite end-user support.

Driver Installation Software Deployment Remote Support Onsite Support Troubleshooting & Malware Removal