Leonard Ramorwalo
IT Support Technician
Johannesburg
Summary
Dynamic IT Service Desk Analyst with a proven track record at Pepkor Lifestyle, enhancing service desk performance through effective incident management and ticketing systems. Skilled in network troubleshooting and communication, I streamlined processes to reduce support wait times, significantly boosting user satisfaction and productivity across remote teams.
Overview
5
5
years of professional experience
4
4
Certifications
Work History
IT Systems Administrator
University of Venda
02.2021 - 11.2021
- Coordinated data backup strategies, safeguarding critical business information from loss or damage due to unforeseen events.
- Reduced downtime by proactively identifying potential issues and resolving them before they escalated.
- Improved user experience by troubleshooting application issues and collaborating with developers on necessary updates or enhancements.
- Collaborated with cross-functional teams to successfully complete complex projects on time and within budget constraints.
IT Software Support Technician
PEN IT
08.2022 - 07.2023
- Installed, configured, tested and maintained operating systems, application software, and system management tools.
- Improved IT system performance by implementing proactive maintenance processes and timely upgrades.
- Reduced downtime by quickly diagnosing and resolving hardware, software, and network issues.
- Increased user satisfaction through effective communication and timely resolution of support tickets.
- Provided exceptional customer service by effectively communicating complex technical concepts to non-technical users.
Cloud Computing Trainee
Netcampus
08.2023 - 05.2024
- Learned new materials, processes, and programs quickly.
- Promoted positive collaboration among trainees, encouraging teamwork and problem-solving skills.
- Attended training courses to build understanding of processes, techniques, and industry.
- Supported departmental tasks to increase understanding of industry processes.
- Participated in on-the-job training, working closely with supervisors and coworkers and asking appropriate questions.
IT Service Desk Analyst
Pepkor Lifestyle
06.2024 - 12.2025
- Managed incident escalation processes effectively, ensuring timely resolutions while minimizing disruption to users'' workflows.
- Enhanced IT service desk performance by implementing best practices, monitoring metrics, and identifying areas for improvement.
- Supported remote workers with seamless technology integration, enabling productivity and effective communication across dispersed teams.
- Reduced wait times for support by streamlining ticket management processes and prioritizing high-impact issues.
Education
Bachelor of Science - Computer Science And Mathematics
University of Venda
Thohoyandou, South Africa 04.2001 -
Skills
Remote support
Certification
Microsoft Azure data fundamentals
Timeline
IT Service Desk Analyst
Pepkor Lifestyle
06.2024 - 12.2025
Cloud Computing Trainee
Netcampus
08.2023 - 05.2024
IT Software Support Technician
PEN IT
08.2022 - 07.2023
IT Systems Administrator
University of Venda
02.2021 - 11.2021
Bachelor of Science - Computer Science And Mathematics
University of Venda
04.2001 -
References
Mulalo Masisi 0734009338
Mokgadi Matsena 0781355811
Duncan Sekgala 0684731408
Neetesh Gokool 0845975923