Ndou Thabelo
ITIl Engineer
Johannesburg
Summary
Highly skilled IT professional with over 7 years of experience in IT support and Incident Management. Proven ability to coordinate effectively across multiple resolver groups, maintain SLA performance, and manage P1/P2 incidents under pressure. Adept in technical reporting, client engagement, escalation handling, and continuous process improvement. Holds strong knowledge of ITIL practices with a proactive and client-centered approach to service delivery
Overview
11
11
years of professional experience
5
5
years of post-secondary education
3
3
Certifications
2
2
Languages
Work History
ITIL Engineer
ATOS
2018.05 - Current
- Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process
- Manage major incidents (P1 & P2), ensuring appropriate resource allocation and communication across all stakeholders
- Address client escalations promptly and provide status updates in alignment with SLA targets
- Conduct quality reviews of incidents to ensure proper classification and logging
- Ensure the closure of all resolved and end-user confirmed Incident records
- Provide incident reports and assist in root cause analysis and trend monitoring
- Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable
- Document troubleshooting steps and service restoration details
- Create and submit knowledge articles
- Verify resolution with end-users and resolve assigned Incidents
- Escalate Incidents at risk of breaching Service Level Agreement/Operational Level Agreement to the Incident Process Coordinator
- Contribute to monthly reporting and service review meetings with clients and management
Application Support
ATOS
2015.11 - 2018.05
- Manage, supervise, and provide technical advice on telecommunications systems.
- Ensured high levels of customer satisfaction by meeting response and resolution SLAs.
- Supported escalated tickets and followed through on incident closure and documentation.
- Collaborated with service desk and quality assurance to improve support procedures.
- Evaluate systems performance level and improve capabilities as needed.
- Cooperate with management to develop staff and improve their skills.
- Addressed technical issues and guided end users through resolution.
- Managed multiple assignments simultaneously, ensuring all tasks were completed efficiently and accurately.
- Developed and maintained comprehensive documentation for application support procedures, ensuring consistency across the team.
- Maintained up-to-date knowledge of industry trends, emerging technologies, and best practices in application support through continuous learning initiatives.
Software Developer
Tradecom Digitals
2014.07 - 2015.08
- Meet with clients to discuss their website design and requirements.
- Create and test apps for the website.
- Code for the site using HTML or XML and/or other programming languages.
- Engage with members of their team to ascertain the kind of information the site should contain.
- Work with designers, such as graphic designers, to determine the site’s layout.
- Integrate audio, video, and graphics into the site.
- Quality-test and troubleshoot the website and/or its applications in various browsers.
Education
Certificate - ITIL V4 service Management
Torque IT
2019.01 - 2019.01
Certificate - SCRUM Agile Master
Torque IT
2021.01 - 2021.01
Bachelor of Science (BSc) - Computer Science and Information
University of Venda for Science and Technology
2008.01 - 2013.01
Skills
Incident Management
IT Support Coordination
SLA Monitoring & Compliance
P1/P2 Incident Handling
Call Quality Review & Assurance
Certification
ITIL V4 foundation
References
Leonora, De Kock, Team lead, Leonora.Dekock@vodacom.co.za, +27 82 275 2799, Vodacom
Timeline
Certificate - SCRUM Agile Master
Torque IT
2021.01 - 2021.01
Certificate - ITIL V4 service Management
Torque IT
2019.01 - 2019.01
ITIL Engineer
ATOS
2018.05 - Current
Application Support
ATOS
2015.11 - 2018.05
Software Developer
Tradecom Digitals
2014.07 - 2015.08
Bachelor of Science (BSc) - Computer Science and Information
University of Venda for Science and Technology
2008.01 - 2013.01