Innocentia Van Zyl
Application Support Engineer
Midrand,Gauteng
Summary
Methodical Application Support Engineer with 5 years of expertise in the technology industry, specializing in application process optimization and performance evaluation. Proven ability to analyze, diagnose, and resolve complex computer user support issues. Experienced in providing comprehensive technical support to users, with a deep understanding of standard operating systems. Seeking a full-time position that offers professional challenges, utilizing strong interpersonal skills, excellent time management, and problem-solving abilities.
Overview
5
5
years of professional experience
2
2
years of post-secondary education
1
1
Language
Work History
Associate Application Support Engineer
Sybrin
Fourways
04.2022 - Current
- Performed root cause analysis on recurring issues, implementing long-term resolutions to prevent recurrence.
- Designed and developed application scripts for test scenarios.
- Maintained up-to-date knowledge of industry trends, allowing for innovative strategies in application support engineering.
- Excellent communication skills, both verbal and written.
- Identified issues, analyzed information and provided solutions to problems.
- Streamlined processes, improving overall efficiency through implementation of automation tools.
- Installed, configured and maintained computer systems and network connections.
- Assisted with creation of user manuals.
- Reduced downtime for clients by swiftly addressing and troubleshooting software defects and bugs.
- Implemented proactive monitoring measures to detect potential issues before user impact.
- Collaborated with cross-functional teams to identify areas for improvement and implement solutions.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Monitored system performance to identify potential issues.
- Strengthened client relationships through effective communication and prompt resolution of concerns.
- Provided training sessions for end-users as needed, improving their understanding and proficiency in using applications effectively.
- Installed and configured operating systems and applications.
- Mentored junior engineers, fostering collaborative environment that promoted professional growth.
- Worked effectively in fast-paced environments.
- Worked flexible hours across night, weekend, and holiday shifts.
- Proved successful working within tight deadlines.
- Used SQL Agent to schedule and monitor SQL jobs.
- Improved application performance through optimization of flow processes.
- Increased customer satisfaction by providing exceptional support and resolving issues quickly.
- Addressed technical issues and guided end users through resolution.
Junior Software Engineer
Tech Mahindra
Centurion
02.2019 - 04.2022
- Inspected equipment, assessed functionality, and optimized controls.
- Developed support patches for existing software.
- Tested functional compliance of company products.
- Estimated work hours and tracked progress using Scrum methodology.
- Maintained clear communication with project stakeholders, ensuring alignment on goals and expectations.
- Contributed to daily scrum meetings with team updates.
- Assisted senior engineers with complex tasks, gaining valuable hands-on experience in field.
- Provided timely support for customers, addressing technical issues and improving satisfaction rates.
- Supported integration of third-party APIs, expanding application functionality and versatility.
- Tested troubleshooting methods and documented resolutions for inclusion in knowledge base for support team use.
Education
Advance Diploma - Computer Science
Tshwane University of Technology
Witbank 02.2020 - 02.2022
National Diploma - Software Development
Tshwane University of Technology
Witbank 04.2001 -
Skills
Customer Needs Assessment
Problem-Solving
Decision-Making
Help Desk Support
Training and mentoring
Process Automation
System Configuration
Tracking and Documentation
Application testing
System Administration
Reporting capabilities
Incident Management
Issue and Resolution Tracking
MySQL
Log Analysis
ITIL Processes
Timeline
Associate Application Support Engineer
Sybrin
04.2022 - Current
Advance Diploma - Computer Science
Tshwane University of Technology
02.2020 - 02.2022
Junior Software Engineer
Tech Mahindra
02.2019 - 04.2022
National Diploma - Software Development
Tshwane University of Technology
04.2001 -
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