Rapelang Kotsi

Johannesburg, Gauteng, South Africa

gigz.co.za/raekotsi

Summary

Results-driven Product Engineer and Cybersecurity Professional with hands-on experience in OpenShift cluster management, application deployment, and CI/CD pipeline setup at ABSA. Comprehensive background in cybersecurity, IT support, and client care, with a strong foundation in cloud engineering and technical support. Holds multiple industry certifications including CompTIA A+, N+, Security+, Fortinet, and Cisco Cyber Ops Associate, with AWS Cloud Practitioner and Solutions Architect certifications in progress.

Experience

Product Engineer · ABSA · October 2023 – December 2025
  • Contributed to the protection of organizational data and assets during internship and work placement at ABSA, supporting team efforts through reliable and punctual participation
  • Motivated colleagues to enhance performance and collaboration, fostering a positive and productive team environment
  • Gained hands-on experience with OpenShift, including cluster management, application deployment, and CI/CD pipeline setup
  • Pushed Docker images to OpenShift's integrated image registry to create new image streams or update existing ones
  • Collaborated on projects using Visual Studio Code's built-in collaboration features, enabling efficient remote teamwork
  • Monitored and analyzed security events, identifying and responding to potential threats to protect sensitive data and systems
  • Managed and investigated security incidents, developing incident response strategies that minimized downtime and financial impact
  • Delivered exceptional customer support to over 100 end-users daily, handling technical issues and service requests through various channels
  • Assisted in the development of incident response plans and performed regular security audits to ensure adherence to best practices
  • Utilized ServiceNow for ticket management, ensuring timely resolution and accurate documentation of all incidents
  • Diagnosed and resolved diverse technical problems, including hardware malfunctions, software errors, and network connectivity issues
Cyber Security Learnership / Student · ABSA · June 2020 – August 2023
  • Completed comprehensive cybersecurity learnership, gaining foundational and advanced knowledge in security principles and practices
  • Provided hardware and software support, assisting with technical issues and ensuring smooth operations
  • Developed skills in security event monitoring, threat identification, and incident response
  • Supported team efforts to protect organizational data and assets through vigilant security practices
  • Collaborated with cybersecurity professionals to enhance understanding of real-world security challenges and solutions
Client Care Agent · Capitec Bank · November 2014 – November 2019
  • Achieved high client satisfaction by effectively resolving telephonic and written inquiries and complaints within service level agreements
  • Enhanced efficiency in client interactions, resulting in quicker resolution times and improved customer experiences
  • Proactively followed up on all queries and escalated unresolved issues to leadership for further action
  • Maintained accurate reporting through proficient use of hardware and software systems
  • Resolved client issues in strict adherence to established policies and procedures
  • Identified and reported system process issues to facilitate timely resolutions and preventative strategies
  • Accurately calculated administrative fees for fixed-term unlocks, ensuring correct billing and client understanding
  • Demonstrated strong time management skills to meet operational demands and maintain high performance standards

Education

IT Cloud Engineering · CTU Training Solutions · 2023
IT System Support · DYICT · 2022
Technical Support · DYICT · 2021
National Senior Certificate (Grade 12) · Cedar High School · 2010

Skills

Product Engineering and Cloud Technologies

OpenShift Cluster Management, Application Deployment on OpenShift, CI/CD Pipeline Setup and Management, Docker Image Management, Image Stream Creation and Updates, Visual Studio Code Collaboration Features, Cloud Engineering (NQF6), IT System Support (NQF5), Technical Support (NQF4)

Cybersecurity and Threat Management

Security Event Monitoring and Analysis, Threat Identification and Response, Sensitive Data and Systems Protection, Security Incident Investigation and Management, Incident Response Strategy Development, Downtime and Financial Impact Minimization, Security Audits and Best Practices Adherence, Cisco Cyber Ops Associate, CompTIA Security+, Fortinet Certification

IT Support and Technical Troubleshooting

Hardware and Software Support, Hardware Malfunction Diagnosis and Resolution, Software Error Troubleshooting, Network Connectivity Issue Resolution, ServiceNow Ticket Management, Timely Incident Resolution, Accurate Documentation, End-User Support, CompTIA A+, CompTIA N+

Client Care and Customer Service

Telephonic and Written Inquiry Resolution, Complaint Management, Service Level Agreement Adherence, Client Satisfaction Achievement, Query Follow-Up, Escalation Management, Accurate Reporting, Administrative Fee Calculation (Fixed-Term Unlocks), System Process Issue Identification and Reporting, Efficiency Enhancement in Client Interactions

Cloud and AWS

AWS Cloud Practitioner (In Progress), AWS Solutions Architect (In Progress), Cloud Infrastructure Understanding, Cloud Security Principles, AWS Services Familiarity

Remote Work and Digital Skills

Asana for Task Management and Workflow Coordination, Trello for Project Organization, Slack and Microsoft Teams for Remote Team Communication, Zoom and Google Meet for Virtual Meetings, Google Workspace (Gmail, Docs, Sheets, Drive, Calendar), Microsoft Office Suite (Word, Excel, PowerPoint, Outlook), Cloud File Management (Google Drive, Dropbox), Visual Studio Code Collaboration Features, ServiceNow, OpenShift Console, Docker Desktop, CI/CD Tools, Security Monitoring Tools

Professional and Soft Skills

Team Collaboration, Performance Enhancement, Motivation and Encouragement, Punctuality and Reliability, Communication (Verbal and Written), Problem Solving, Time Management, Attention to Detail, Client Relationship Management, Incident Documentation, Policy and Procedure Adherence, Proactive Follow-Up, Preventative Strategy Development