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Simbarashe Tapererwa

@simbarashetapererwa

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IT Support Technician at Paradise Institutions who resolved 95%+ of Level 1–2 support tickets within SLA.

South Africa

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At Paradise Institutions, I resolved Level 1–2 support tickets across Windows and macOS, resolving 95%+ within SLA. I also managed Active Directory accounts and permissions, supporting account security and audit readiness.

I administered Microsoft 365 user provisioning, licensing, email configuration, and security policies, and standardized onboarding and offboarding processes. I supported users remotely and on-site, and partnered with senior IT staff on escalated infrastructure and network issues.

Experience

Work history, roles, and key accomplishments

IT Support Technician

Paradise Institutions

Mar 2021 - Jan 2024 (2 years 10 months)

Resolved 95%+ of Level 1–2 support tickets within SLA by diagnosing and fixing Windows and macOS hardware, software, and connectivity issues. Managed Active Directory user accounts and streamlined Microsoft 365 operations, reducing manual admin overhead.

Windows MacOS Active Directory Microsoft 365 Network Troubleshooting TCP IP DNS DHCP VPN Freshdesk Zoho Jira TeamViewer RDP Any Desk ITIL SLA Management User Onboarding Offboarding Endpoint Security Patch Management

Education

Degrees, certifications, and relevant coursework

University of South Africa

Bachelor of Science, Informatics

Pursued a Bachelor of Science in Informatics at the University of South Africa.

ITSA Computer Services & Solutions

Professional Development & Training, Information Technology

Completed coursework covering Azure Solutions Architect, Web Applications Development, Software Development Fundamentals, Database Fundamentals, SQL Database Development, and Software Testing Foundations.