Open to opportunities

Willem Pretorius

@willempretorius

Senior IT Support Engineer focused on AWS and Microsoft 365, delivering reliable cloud operations and incident resolution.

South Africa

Message

What I'm looking for

I’m looking to own incident response and root-cause improvements across AWS and Microsoft 365, with strong stakeholder communication and a focus on security, high availability, and guiding L1–L2 engineers to stable, reliable client outcomes.

I’m a Senior IT Support Engineer with 15 years in managed services, supporting AWS environments, Microsoft 365, and broader cloud infrastructure. I troubleshoot complex issues across cloud, networking, and systems while keeping live client environments stable and secure.

I’m strong in incident management and security, including on-call support for critical infrastructure and cloud-related incidents. I investigate outages with root cause analysis and implement preventative improvements to raise reliability and service continuity.

Beyond escalation and technical delivery, I communicate clearly with stakeholders during incidents and provide guidance to L1–L2 engineers. I’ve also maintained SLA compliance through structured ticket management while administering Microsoft 365/Entra ID (MFA, Conditional Access, identity management) and supporting Linux, DNS, SSL (Certbot), and Cloudflare WAF.

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, providing on-call coverage for critical cloud incidents and performing root-cause analysis and preventative improvements. Administered Microsoft 365/Entra ID and troubleshot Linux, DNS/SSL (Certbot), and Cloudflare WAF configurations.

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

IT Support Engineer (L1–L2)

Castlerock Managed IT Support

Jan 2017 - Jan 2022 (5 years)

Delivered L1–L2 support for Microsoft environments and served as an escalation point for complex client issues. Diagnosed and resolved DNS/network incidents, managed endpoint security compliance, and supported monitoring, backups, and infrastructure/cloud migration projects.

Active Directory Microsoft Intune Cloudflare WAF Endpoint Security DNS Monitoring & Backups (PRTG Acronis)Cisco Meraki

Onsite Support Engineer

EOH IT & Service Provider

Jan 2013 - Jan 2017 (4 years)

Managed and resolved IT support tickets within SLA and KPI requirements, diagnosing hardware, software, and network-related incidents. Provided support for high-impact requests in a large enterprise environment and maintained clear documentation and communication.

Service Desk Support Hardware Support Network Troubleshooting end user support Documentation

Refresh Engineer / Field Support

T-Systems (TSSMS)

Jan 2011 - Jan 2013 (2 years)

Updated support records with accurate technical information and performed asset management and database updates for deployed equipment. Provided remote, onsite, and telephonic end-user support, including hardware refresh and device replacements with minimal disruption.

IT Asset Management Remote Support Onsite Support Hardware Refreshes end user support Problem Solving

IT Technician (Sales & Support)

Comwil Computer Inc

Jan 2009 - Jan 2011 (2 years)

Sold computer hardware and provided technical advice to clients while supporting end users with remote, onsite, and telephonic assistance. Configured and deployed client devices using OS imaging, driver setup, and software installation, coordinating vendor communication and quotations.

Driver Installation Software Deployment Malware Virus Support Technical Support Hardware Setup Vendor coordination