Sharon Ratshivhadelo
Pretoria
Summary
Experienced ICT professional focused on providing robust technical support and system maintenance. Skilled in troubleshooting hardware and software issues, ensuring seamless IT operations. Utilizes strong problem-solving abilities and technical expertise to enhance system performance and user satisfaction.
Overview
11
11
years of professional experience
2029
2029
years of post-secondary education
1
1
Certification
Work history
ICT Technician
Department of Public Works and Infrastructure
Pretoria, Gauteng
06.2025 - Current
- Created detailed reports on IT inventory for accurate record-keeping.
- Installed hardware and software to enhance system performance.
- Streamlined data management using effective cloud solutions.
- Troubleshot hardware and software issues to prevent operational delays.
- Oversaw installation of new systems, boosting business productivity.
- Trained junior technicians, enhancing team proficiency.
- Maintained computer systems for optimal operational continuity.
- Handled help desk queries promptly to ensure customer satisfaction.
IT Technical Support Technician
National Library of South Africa
Pretoria
05.2023 - 11.2024
- Implemented preventive measures against common IT issues, improved system reliability.
- Conducted comprehensive diagnostics tests on software applications for maintaining optimal system health.
- Collaborated effectively with vendors for acquiring the best IT equipment.
- Provided user training for increased productivity and ease of use.
- Improved system functionality by performing regular software updates.
- Managed complex technical issues for successful resolution.
- Created detailed reports on incident patterns, helped in future troubleshooting efforts.
- Resolved customer queries promptly with excellent communication skills.
- Conducted regular data backups to prevent loss during system failures.
- Maintained up-to-date knowledge of new technologies for providing effective support services.
- Solved critical IT concerns within tight deadlines, ensured minimal downtime.
- Configured end-user workstations and company-wide servers, improved overall IT infrastructure efficiency.
- Installed, maintained and repaired various hardware devices to enhance performance.
- Troubleshot and repaired Microsoft-based operating systems, networking and IT infrastructure.
- Installed and configured operating systems and applications for optimum functionality.
- Handled and resolved technical questions, communicating clearly to non-technical audiences for easy understanding.
- Set up emails, phones and general hardware technical support capabilities.
- Installed new software for users and monitored version and patch update requirements.
- Tracked computer system and network performance to identify root causes of issues.
Salesforce Administrator
Quarphix Corporation
Midrand
04.2022 - 03.2023
- Documenting processes, including error reports and changes to field history tables.
- Attend to queries regarding users and license management, including new user setup/deactivation, roles, profiles, permissions, and public groups.
- Resolve user support queries.
- Identify and gather requirements from users and stakeholders.
- Support team members and monitor user adoption of Salesforce tools.
- Create and maintain users, roles, profiles, security settings, customs, objects, and field.
- Develop and maintain reports, dashboards, workflows, and other automation.
- Provide technical support and training to end-users on Salesforce usage.
IT Help Desk Technician
SAPS (South African Police services)
Pretoria
10.2016 - 04.2018
- Monitoring and maintaining computer systems and network.
- Responding to enquiries from clients and resolve any hardware or software problems.
- Assisting with network administration tasks.
- Perform installation, maintenance, and upgrading of computer hardware and software.
- Install updates patches of anti-virus software signatures and OS.
- Customize desktop hardware to meet user specifications.
- Troubleshoot and resolve incidents through remote desktop.
- Creating and Removing users on Microsoft Active Directory.
- Implementing and supporting of MS Office products including but not limited to MS Word, MS Excel, MS Outlook, and MS PowerPoint.
IT Help Desk Technical Support
PC Training and Business Collage
Pretoria
01.2015 - 07.2016
- Installing windows and applications.
- Creating user on active directory.
- Troubleshooting applications and hardware.
- Basic network support.
- Crimping network cables.
- Audio and visual installation and setup(projector).
- Configuring APN.
- Diagnose and resolve computer and software problems, monitor computer processing system, install software's and perform tests on computer equipment and programs.
- Set up computer equipment, schedule maintenance and teach staff to use programs.
Education
Bachelor of Honors - Computing
University of South Africa
Bachelor's Degree - Information Technology
Richfield Graduate Institute of Technology
01.2015 - 12.2015
Diploma - Information Technology
Richfield Graduate Institute of Technology
01.2013 - 12.2013
Grade 12 - Matric
Muhuyuwathomba Secondary School
01.2010 - 12.2010
Skills
- Troubleshooting
- Operating system knowledge
- Microsoft (word, excel, power point)
- Cloud Computing
- Java
- Analytical abilities
- Network configuration
- Salesforce
- Hardware deployment
- C
- Good Communication Skills
- Problem-solving
Personal Information
- Date of birth: 05/07/93
- Gender: Female
Hobbies
- Singing
- Reading
- Socializing
Certification
CompTIA A
CompTIA N+
Microsoft 365 Certified Modern Desktop Administration
ITIL Service Management Foundation
Learning Microsoft Azure
DevOps with Azure
Microsoft Azure: Enterprise Application Development
Salesforce Certified Administrator
References
References available upon request.
Timeline
ICT Technician
Department of Public Works and Infrastructure
06.2025 - Current
IT Technical Support Technician
National Library of South Africa
05.2023 - 11.2024
Salesforce Administrator
Quarphix Corporation
04.2022 - 03.2023
IT Help Desk Technician
SAPS (South African Police services)
10.2016 - 04.2018
Bachelor's Degree - Information Technology
Richfield Graduate Institute of Technology
01.2015 - 12.2015
IT Help Desk Technical Support
PC Training and Business Collage
01.2015 - 07.2016
Diploma - Information Technology
Richfield Graduate Institute of Technology
01.2013 - 12.2013
Grade 12 - Matric
Muhuyuwathomba Secondary School
01.2010 - 12.2010
Bachelor of Honors - Computing
University of South Africa
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