Caitlyn Anthony
Software Support Technician
South Africa
Summary
Dedicated IT Professional and Software Support Technician with a strong academic foundation, having graduated with Distinction in IT Business Systems. Currently delivering technical troubleshooting, remote support, and documentation for international and local clients at Nortech Systems Africa.
I am committed to continuous professional development, recently earning my AWS Cloud Practitioner certification and currently advancing my technical toolkit through a Data Science course with ALX Africa. With a foundational proficiency in Python, SQL, and Power BI, I am eager to apply my evolving skills in data and cloud environments to solve complex problems and drive organizational success. Willing to Relocate.
Overview
4
4
years of professional experience
3
3
Certifications
3
3
Languages
Work History
Software Support Technician
Nortech Systems Africa
10.2024 - Current
- Maintained high SLA compliance by monitoring software functionality across customer devices and ensuring 100% data accuracy for monthly reporting.
- Supported global business operations by providing expert remote technical support and software training to a diverse client base, including international teams.
- Streamlined support processes by developing comprehensive user guides and technical documentation, reducing the need for repetitive troubleshooting calls.
- Optimized field technician efficiency by troubleshooting complex data discrepancies remotely and coordinating targeted on-site callouts.
- Facilitated data-driven decision-making by assisting clients with report generation and providing actionable insights through reporting platforms and dashboards.
- Secured client environments through the diligent management of user credentials and access permissions for reporting tools.
- Contributed to revenue generation by accurately preparing quotations for new equipment and specialized call-outs outside of standard service agreements
Junior Legal Secretary & Receptionist
PKX Attorneys
05.2024 - 10.2024
- Maintained a high-standard professional environment by managing front-desk operations and welcoming clients with exceptional service.
- Ensured document integrity by meticulously preparing, reviewing, and editing critical legal documents for attorneys.
- Streamlined office finance processes by overseeing monthly invoicing and billing with high accuracy.
- Optimized daily logistics by managing office supplies, vendor relationships, and courier coordination to ensure uninterrupted operations.
IT Student Lecturer
Rosebank College
06.2023 - 12.2023
- Enhanced peer academic success by tutoring students in MS Office Project and foundational programming (Java, HTML, SQL).
- Developed strong technical communication skills by simplifying complex IT concepts for diverse student learners.
- Drove classroom performance by helping students meet rigorous coursework requirements and project deadlines.
Part Time Media Manager (XBIT Module)
The Tyre Shop
01.2023 - 12.2023
- Spearheaded brand growth by managing a dynamic media project that boosted visibility and engagement for a small business.
- Applied Project Management principles to optimize workflows using MS Project, showcasing strong business analysis skills.
- Produced high-quality technical documentation to support project implementation and administrative efficiency.
- Earned a Distinction for project execution, demonstrating excellence in strategic communication and results-driven support
Freelance Transcriptionist
Typewhizz Online
01.2023 - 12.2023
- Delivered high-accuracy transcriptions across various media formats, maintaining strict attention to detail.
- Managed remote workflow independently, consistently meeting time-sensitive deadlines for diverse assignments
Intern
Midlands Communications
01.2022 - 03.2022
- Acted as a technical liaison, facilitating clear communication between clients and support teams to resolve issues promptly.
- Supported hardware infrastructure by setting up and maintaining essential office equipment, including printers and scanners.
- Improved office efficiency through the systematic organization of documentation and retrieval processes.
Education
Bachelors IT in Business Systems - IT in Busineess Systems
Rosebank College
Pietermaritzburg 04.2001 -
Bachelors Pass - undefined
PMB Girls' High School
Pietermaritzburg01.2020
Skills
Programming: Java, HTML, CSS, SQL, Python (Proficiency between beginner & intermediate)
Data Analysis & Reporting: Excel, Power Query, Power BI, visualization, generating reports, providing client insights, providing Executive reports to clients monthly
Software Support: Troubleshooting, credential management, user onboarding, remote support, computer literacy
Technical Support: Ticket management, coordinating call‑outs, documentation, technician support
Project Management: MS Project, task scheduling, workflow optimization
MS Office Suite: Excel, Word, Power BI etc
Communication: Customer support, documentation, transcription, client training
Organization: Records management, time management, multitasking
Certification
ITCA Excel level 1 training Cert
Timeline
ITCA Excel level 1 training Cert
06-2025
ITCA Excel level 1 training Cert
06-2025
Software Support Technician
Nortech Systems Africa
10.2024 - Current
AWS Cloud Practitioner
07-2024
Junior Legal Secretary & Receptionist
PKX Attorneys
05.2024 - 10.2024
IT Student Lecturer
Rosebank College
06.2023 - 12.2023
Part Time Media Manager (XBIT Module)
The Tyre Shop
01.2023 - 12.2023
Freelance Transcriptionist
Typewhizz Online
01.2023 - 12.2023
Intern
Midlands Communications
01.2022 - 03.2022
Bachelors IT in Business Systems - IT in Busineess Systems
Rosebank College
04.2001 -
Bachelors Pass - undefined
PMB Girls' High School