Sharon Kgoete
IT Support
Midrand
Summary
Experienced IT support administrator with over 2 years of experience. Excellent reputation for resolving problems and improving customer satisfaction. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Hardworking and passionate job seeker with strong organizational skills eager to secure position in your company. Ready to help team achieve company goals.
Overview
2
2
years of professional experience
2
2
years of post-secondary education
Work History
IT Ops Administrator
03.2020 - 12.2020
- Build reports on Tableau (Data Science)
- Basic Mix panel reporting tool
- Verifying of users that sign up on the app daily
- Liaising with users regarding the verification process
- The building of online forms (HTML)
- Form integration using Zapier
- Transcribing of medical guidelines (copy, write and edit) and liaise with authors
- Compiling distribution of monthly guidelines statistical reports using Tableau
- Compiling and distribution of monthly Pharma statistical reports using Tableau
- Developing of various SOP’s
- Part of the decision making team(Organization, structure of the operations team)
- Recommend CMS changes and improvements
- Replies to Support and Info email addresses for any queries
- Responsible for Phone queries around product support
- Training new people to work on our custom Content Management System (CMS)
- Software troubleshooting
- Advanced Excel
- Software testing
- Hubspot ticket system
IT Administrator
01.2019 - 03.2020
- Reporting to the IT service desk manager Providing 1st and 2nd line IT support for more than 500 internal company users at our Braamfontein office
- Key Responsibilities
- Delivered complete Hardware and Software support for desktop and laptops
- Performed Hardware installations including configuring and rolling out upgrades
- Upgrading existing IT infrastructure including the implementation of system security enhancements
- Setup accounts and workstations
- Manage network issues
- SQL
- Configuring and implementing hosted PBX systems
- Mitel configuration
- Maintenance of frontends
- Manage software licensing Key Achievements
- Successfully project managed a relocation program of more than 500 staff members
IT Helpdesk Analyst
Digital Planet
10.2017 - 05.2018
- Outline
- Reporting to the IT team leader providing 1st line IT support for clients and supporting ongoing IT change projects
- Key Responsibilities
- Identify user issues, diagnosing problems and delivering workable solutions via phone, email or desk
- Ensuring that all user issues resolved with agreed service level time frames
- Exceeding end user expectations through professional customer service and rapport building
- Supporting a range of devices from laptops, smart watches, gaming consoles, TVs, and smartphones
- Troubleshooting software including Microsoft Office Suite, Active Directory, Windows operating system
- Key Achievements
- Resolved 96% of IT issues within SLA time frames
Education
Matric -
WEM Combined Private School
04.2001 -
Diploma - Information Technology
01.2014 - 01.2016
Skills
Proficient in windows Internet Microsoft office Suite (word, excel, Access and outlook) SQLSoftware and Hardware troubleshootingWindows environmentServer performance managementFirewall and IT security managementOn-site and remote supportInfrastructure project supportAnti-virus managementPBX MaintenanceIPV4 configurationsCustomer service supportComputer programs - bootstrap, HTML, Visual Basic ApplicationsApplications - outlook, office 365, help desk service, Tableau
Affiliations
I possess technical knowledge across Business Systems including hardware, software, and intermediate knowledge of networking and change methodology.
As a driven individual who wants to progress, I am looking to work in an energetic and performance-driven environment where talent is not overlooked. I am a hard worker and fast learner.
Additional Information
References
Company : MarketSA
Contact person : Cynthia
Contact : 0614327556/0113397815
Company : EMGuidance (Contract)
Contact person : Reabetswe
Contact : 0718926684
Digital Planet reference is available on request.
Timeline
IT Ops Administrator
03.2020 - 12.2020
IT Administrator
01.2019 - 03.2020
IT Helpdesk Analyst
Digital Planet
10.2017 - 05.2018
Diploma - Information Technology
01.2014 - 01.2016
Matric -
WEM Combined Private School
04.2001 -