SHShaakirah Hoffmeester
@shaakirahhoffmeester
Senior IT Support Specialist delivering efficient L1/L2 resolution and security-focused support.
South AfricaWhat I'm looking for
I am a proactive Senior IT Support Specialist with 4+ years delivering Level 1 and 2 support across managed service and in-house environments, skilled in Microsoft 365, Windows Server, Intune, Active Directory/Entra ID, VPNs and endpoint security. I have reduced ticket resolution times, supported security compliance, mentored junior staff, and created technical documentation and training materials to improve end-user satisfaction.
I am actively building a portfolio of OSINT and cybersecurity case studies that demonstrate practical investigation skills, and I hold multiple Cisco and IT support certifications. I am open to visa-sponsored international roles in dynamic, inclusive teams and welcome hybrid or remote-first opportunities in Canada, the UK, or the EU.
Experience
Work history, roles, and key accomplishments
Senior Service Desk Analyst
Acacium Group
Mar 2025 - Present (6 months)
Delivered L1/L2 global user support, resolving 90% of tickets within SLA and reducing escalations while coordinating endpoint security monitoring and supporting Active Directory and Exchange.
Service Desk Engineer
Zenzero Technologies
Jul 2023 - Mar 2025 (1 year 8 months)
Provided M365 and Windows support, managed software deployments and access, and mentored junior technicians while contributing knowledge base articles to improve resolution consistency under SLA.
IT Support Technician
Consultiv Utilities
Jan 2021 - Jan 2023 (2 years)
Provided L1/L2 front-line support for Microsoft-based systems, managed patching and antivirus solutions, escalated complex network issues, and authored internal training guides to reduce recurring incidents.
Education
Degrees, certifications, and relevant coursework
SAE Institute Cape Town
Diploma, Sound Engineering
2018 - 2018
Completed a Sound Engineering program focused on audio production, recording techniques, and studio workflows.
Oude Molen Technical High School
High School Diploma, General / Technical
Obtained a High School Diploma with technical studies preparing for tertiary technical training.
Tech stack
Software and tools used professionally
BeyondTrust
Microsoft Azure
Cloudflare
Microsoft SharePoint
Gmail
Microsoft Teams
Jira Service Desk
PowerShell
Solarwinds
Windows
Windows Server
Azure Active Directory
Microsoft Office 365
Mimecast
Sophos
Cisco AnyConnect
Microsoft Excel
TeamViewer
Genesys
Citrix
ServiceNow
FreshDesk
Microsoft Intune
Microsoft Dynamics 365
AutoCAD
Availability
Location
South AfricaAuthorized to work in
Salary expectations
Social media
Job categories
Skills
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