Lungani Zondi

ATOMGATE (MSP) • Durban, South Africa

Working in a high-pressure Managed Service Provider environment, providing comprehensive IT support and Microsoft 365 administration across diverse client base. • High-Volume Incident Resolution: Successfully resolved 300+ technical tickets via Autotask PSA within the first 9 months, consistently meeting Service Level Agreements (SLAs) for response and resolution times across a diverse client base. • Complex Systems Troubleshooting: Diagnosed and repaired broken Active Directory domain trust relationships on workstations following hardware replacements, successfully re-establishing secure domain communication for end-users. • Identity Security Operations: Mitigated account compromise risks by investigating Entra ID "risky sign-in" logs and enforcing MFA resets, directly applying principles from MS-102/SC-300 certifications in a live environment. • Threat Remediation: Led response to email security incidents involving Office 365 and Barracuda filters; utilized Microsoft Defender and PowerShell to trace restricted entities and purge malicious inbox rules. • Operational Efficiency: Reduced user downtime by leveraging Datto RMM background tools (PowerShell/CMD) to deploy software patches and run diagnostics without interrupting active user sessions. • Infrastructure Reliability: Restored network availability during onsite outages by troubleshooting physical connectivity for Wireless Access Points (APs) and switches.