Open to opportunities

Oyisa Mgoloza

@oyisamgoloza

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Technical Support Engineer specializing in Microsoft 365, Azure, and endpoint security for MSP environments.

South Africa

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What I'm looking for

I’m looking for a cybersecurity SaaS or MSP-focused role where I can own incidents end-to-end, partner with Engineering, and drive measurable improvements in SLA compliance, problem reduction, and clear customer communication through ITIL-led processes.

I’m a Technical Support Engineer with 5+ years of enterprise software support across MSP environments, specializing in Microsoft 365, Azure Active Directory, Windows Server, and endpoint security. I act as the customer liaison between end users, Engineering, and Sales, owning escalated incidents from triage through resolution or hand-off with independent judgment throughout.

Most recently at Computacenter, I delivered 95%+ SLA compliance on a high-volume service desk supporting 500+ endpoints, reducing critical incident downtime and eliminating repeat faults through structured Problem Management. I’ve led Change and Problem workflows using ServiceNow, built Power BI dashboards to improve operational visibility, automated user administration with PowerShell, and maintained strong communication and documentation while providing phone/email/chat support in cybersecurity SaaS environments.

Experience

Work history, roles, and key accomplishments

Technical Support Consultant

Hyperiondev

Nov 2025 - Feb 2026 (3 months)

Served as primary customer contact for escalated incidents, managing 40+ incidents weekly via phone, email, and chat and achieving 90%+ SLA compliance. Built Power BI SLA/KPI dashboards (40% less reporting time), applied ITIL Change/Problem Management in ServiceNow (25% fewer workflow delays), and authored 50+ runbooks that reduced onboarding time by 30% and repeat incidents by 25%.

Escalation Management Incident Management Change Management Problem Management ServiceNow Power BI SLA Management