Sheldon Fortuin
Cape Town
Summary
Dynamic Technical Support Analyst with proven expertise at excelling in ITSM software and customer service. Adept at troubleshooting complex issues and enhancing client satisfaction through effective communication. Proficient in Cherwell Software and Microsoft SQL Server, consistently delivering prompt resolutions and maintaining high service standards.
Overview
14
14
years of professional experience
Work History
Technical Support Analyst
Kerridge Commercial Systems
Cape Town
08.2020 - Current
- Delivered professional customer support via telephone, email, and remote channels.
- Utilized ITSM platforms, including Cherwell, to log, manage, and resolve incidents.
- Supported bespoke Kerridge Commercial Systems software (K8 Rev 7, 807, and Babbage).
- Took full ownership of incidents, ensuring SLA compliance, and timely resolution.
- Investigated root causes, escalated appropriately, and maintained accurate call updates.
- Proactively shared knowledge, collaborated with the support team, and followed standard support procedures.
Service Desk Agent
Yoyo Group
Cape Town
12.2018 - 11.2019
- Proficient in CRM systems, including Jira (Atlassian) and Freshdesk (Freshworks), for effective case and workflow management.
- Delivered telephonic and email support to retail stores, resolving wiCode processing issues at POS level.
- Provided timely status updates to customers via phone and email.
- Issued bulk WiCodes to clients for targeted marketing campaigns.
- Investigated and resolved non-functioning WiCodes and campaigns.
- Tested applications (Mugg & Bean, Vida e Café, Burger King, USN) to ensure operational stability.
- Escalated application issues to Product Support and API alerts to DevOps teams.
- Shared client settlement reports securely via Amazon S3.
Customer Support Technician
Spinnaker Software
Cape Town
11.2016 - 11.2018
- Provided customer support via phone, email, and remote sessions.
- Logged incidents and requests using SysAid Help Desk software.
- Supported Windows environments (Embedded POS Ready, XP, 7, 8, 10).
- Diagnosed, troubleshot, and resolved Arch application and database errors.
- Identified, reported, and tested software bugs for upgrades.
- Installed, upgraded, and reinstalled Arch; backed up databases before critical tasks.
- Communicated release notes to customers post-upgrade.
- Followed company policies using SQL, Radmin, MSP Anywhere, Redgate, and MS Office.
- Escalated application and API issues, and provided client reports via Amazon S3.
Junior First Line Admin Analyst (Grade 10)
Computacenter
Cape Town
11.2015 - 10.2016
- Provide first-line IT support for end users.
- Troubleshoot hardware, software, and network issues.
- Log and resolve incidents via service management tools.
- Escalate complex issues appropriately.
- Maintain documentation and knowledge base.
Junior First Line Admin Analyst (Grade 9)
Computacenter
Cape Town
10.2014 - 10.2015
- Provide first-line IT support to end-users
- Log, monitor, and resolve incidents efficiently
- Escalate complex issues to senior teams
- Maintain accurate documentation
- Ensure compliance with IT policies and procedures
Service Desk Technician
Stowe Holdings
Cape Town
01.2013 - 10.2014
- Provide first-line IT support to internal users
- Troubleshoot hardware, software, and network issues
- Log, escalate, and resolve service requests efficiently
- Maintain IT documentation and knowledge base
- Assist in system updates and maintenance
Client Contact Centre Agent
Gijima
08.2011 - 12.2012
- Handle client inquiries via phone, email, and chat
- Provide timely, accurate information and solutions
- Maintain customer records and reports
- Escalate complex issues appropriately
- Ensure excellent client experience and satisfaction
Education
ICDL [International Computer Driving Licence] - Basic Concepts of Information Technology Using Computers and Managing Files, Word Processing, Spreadsheets, Presentations, Databases, Web Browsing and Communications
Northlink College
Tygerberg06.2011
Networking Technician - Windows XP, Understanding the Internet, Comptia A+, Comptia Network+
Boston City Campus
Bellville12.2009
Matric - English 1st Language, Afrikaans 2nd Language, Economics, Commercial Mathematics, Computyping, Biology
Parow High School
Cape Town12.2006
Skills
- Microsoft Office
- Computer Skills
- Windows Server Active Directory
- IT Troubleshooting
- Customer Service
- Heat Software
- BMC Remedy (ITSM, ITSP)
- Cherwell Software (ITSM)
- Freshdesk by FreshWorks
- Jira by Atlassian
- SysAid (ITSM, Service Desk)
- Microsoft SQL Server
- Oracle Linux
- Amazon S3 - Cloud Object Storage
- API Science (API MonTesting)
- Windows Operating Systems
- MSP Anywhere (SolarWinds)
- Radmin VPN
- Redgate Software
- Executing MySQL Queries
- Working with 3rd Party Partnerships
- Ensure Customers are adequately informed of the Ticket Reference and SLA
- Working Standby / After Hours (Rotational) Friday to Friday
References
- Mrs. Alex Deck, Team Leader, Computacenter, 083 647 3961
- Mrs. Anthea Williams, Team Leader, Computacenter, 021 957 4900
- Mr. Alwyn Clark, Stowe Holdings, 060 995 4296
- Miss. Marele Furter, Yoyo Group (nee wiGroup Pty Ltd), 072 240 0320
- Apostle Werner Links, Founding Pastor, The Love Church, 084 556 2667
- Pastor Greg Lucas, The Love Church, 083 490 1863
Languages
- English
- Afrikaans
Additional Qualifications
- National N3 Certificate in Computer Practice [Grade 11 - 2005]
- Certificate of Attendance Pink Elephant ITIL POLESTAR ITSM SIMULATION [STOWE Holdings 03/01/13]
- Certificate of Attendance ITIL Foundation 2011 Edition [Computacenter / Torque IT 07/01/15]
- ITIL Foundation Certification [Computacenter / Torque IT 07/01/15]
- MCP [Microsoft Certified Professional]
- Installing, Configuring and Administering Microsoft Windows XP Professional [Exam # 072-270]
- Managing, Maintaining a Microsoft Windows Server 2003 Environment [Exam #072-290]
- Implementing, Managing, and Maintaining a Microsoft Windows Server 2003 [Exam #072-291]
Websites
Timeline
Technical Support Analyst
Kerridge Commercial Systems
08.2020 - Current
Service Desk Agent
Yoyo Group
12.2018 - 11.2019
Customer Support Technician
Spinnaker Software
11.2016 - 11.2018
Junior First Line Admin Analyst (Grade 10)
Computacenter
11.2015 - 10.2016
Junior First Line Admin Analyst (Grade 9)
Computacenter
10.2014 - 10.2015
Service Desk Technician
Stowe Holdings
01.2013 - 10.2014
Client Contact Centre Agent
Gijima
08.2011 - 12.2012
ICDL [International Computer Driving Licence] - Basic Concepts of Information Technology Using Computers and Managing Files, Word Processing, Spreadsheets, Presentations, Databases, Web Browsing and Communications
Northlink College
Networking Technician - Windows XP, Understanding the Internet, Comptia A+, Comptia Network+
Boston City Campus
Matric - English 1st Language, Afrikaans 2nd Language, Economics, Commercial Mathematics, Computyping, Biology
Parow High School