Khululwa Babalwa Mlobeli
Support Analyst | HelpDesk Technician | Project Coordinator | IT Support
Randburg
Summary
Dynamic and results-oriented IT Support and Project Coordination professional with over seven years of experience delivering exceptional support across L1–L4 environments. Expertise in managing service requests, troubleshooting complex issues, and ensuring high client satisfaction for clients in the UK and Australia. Strong communicator and adept problem-solver, recognized for proficiency in technical systems, network administration, and project coordination. Committed to excellence with a proven work ethic, meticulous attention to detail, and dedication to continuous improvement.
Overview
9
9
years of professional experience
Work History
L1–L4 Support Analyst (Working UK & AU Hours)
Klipboard Insphire
Johannesburg
02.2022 - Current
- Provide comprehensive technical support and troubleshooting across multiple systems, ensuring minimal downtime and SLA compliance.
- Manage, assign, and escalate Freshdesk support tickets efficiently, maintaining high client satisfaction.
- Perform root cause analysis and maintain accurate documentation for resolutions.
- Mentor junior analysts and collaborate with global teams to enhance service quality.
- Recognized with two internal Spot Awards for exceptional work ethic and ticket resolution excellence.
- Managed approximately 30 incoming calls, 40 per day from customers.'
Network Support Engineer Intern & Support Coordinator
Elvey Group / CommercialICT
Johannesburg
02.2022 - 01.2023
- Managed Freshdesk ticketing system: logged, assigned, and resolved IT incidents.
- Provided first-line support for LAN/WAN, Active Directory, and endpoint management.
- Supported 100+ users across head office and remote sites.
- Coordinated ISP fault reporting and service restoration.
Project Coordinator / Reception Coordinator
Ingress Technologies
Johannesburg
08.2018 - 06.2020
- Assisted project teams with scheduling, reporting, and supplier management.
- Coordinated installations, managed service requests, and provided post-installation support.
- Oversaw reception operations, client relations, courier coordination, and documentation.
- Completed bi-weekly payroll for 50 employees.
Telesales Consultant
Multisource Africa
Johannesburg
03.2018 - 08.2018
- Scheduled meetings and verified company qualifications for sales representatives.
- Prepared documentation and deal files for client acquisition processes.
- Made average of 30 outbound and inbound calls per day.
- Attained R400000 in sales targets on monthly basis.
Sales Representative / Promoter
Evotel
Johannesburg
03.2017 - 12.2017
- Promoted broadband services and increased client acquisition through effective engagement.
- Customer Engagement & Sales: Actively approaching customers to introduce, demonstrate, and sell telecom products and services. They are responsible for meeting or exceeding personal and team sales targets.
Product Expertise & Demonstration: Maintaining in-depth knowledge of current products, plans, and promotions to act as a subject matter expert. This includes conducting demonstrations of mobile devices, smart home equipment, or service features.
Brand Representation: Presenting a professional, friendly, and energetic image to enhance brand perception.
Sales Processing & Reporting: Handling sales, processing contracts/paperwork, and submitting daily or weekly sales reports to supervisors.
Customer Support & Education: Answering inquiries, resolving customer queries about services, and providing solutions that meet their needs. - Managed an open stand catering to over 100 tenants.
Education
IT System Support NQF 5 - Information And Computer Systems
Speccon Holdings
Johannesburg 01.2025
System Development NQF 5 - Information And Computer Systems
Growright
Johannesburg, South Africa 04.2001 -
National Senior Certificate -
Qalabotjha Secondary School
Johannesburg 01.2012
Skills
Database querying
Web services integration
Data analysis with SQL Server"
Internal technical communications
Support ticketing systems
Remote support
Software knowledge
Network troubleshooting
Timeline
L1–L4 Support Analyst (Working UK & AU Hours)
Klipboard Insphire
02.2022 - Current
Network Support Engineer Intern & Support Coordinator
Elvey Group / CommercialICT
02.2022 - 01.2023
Project Coordinator / Reception Coordinator
Ingress Technologies
08.2018 - 06.2020
Telesales Consultant
Multisource Africa
03.2018 - 08.2018
Sales Representative / Promoter
Evotel
03.2017 - 12.2017
System Development NQF 5 - Information And Computer Systems
Growright
04.2001 -
IT System Support NQF 5 - Information And Computer Systems
Speccon Holdings
National Senior Certificate -
Qalabotjha Secondary School
Professional Highlights
- Delivered end-to-end IT support (L1–L4) for UK & AU clients, ensuring exceptional uptime and service delivery.
- Reduced ticket resolution time by 25% through proactive escalation and workflow optimization.
- Supported major system upgrades and infrastructure improvements, boosting operational efficiency.
- Implemented knowledge-base documentation that improved first-contact resolution rates and reduced repeated incidents.
- Recognized for exceptional customer satisfaction and SLA compliance, consistently exceeding support KPIs.
- Awarded two Spot Awards at Klipboard Insphire for outstanding work ethic and exceptional ticket resolution performance.
Achievements And Leadership
- Mandela Talent Award (Grade 5 & 9)
- Gold Medals – Soccer & Netball (Grade 10 & 11)
- 1st Team Netball (2010–2012)
- Class Representative (Grade 10)
- 2 x Sport Award Winner at Insphire 2023-2025