Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
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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
05.2018 - 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
11.2015 - 05.2018
  • 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
07.2014 - 08.2015
  • 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
01.2019 - 01.2019

Certificate - SCRUM Agile Master

Torque IT
01.2021 - 01.2021

Bachelor of Science (BSc) - Computer Science and Information

University of Venda for Science and Technology
01.2008 - 01.2013

Skills

Incident Management

IT Support Coordination

SLA Monitoring & Compliance

P1/P2 Incident Handling

Call Quality Review & Assurance

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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
01.2021 - 01.2021

Certificate - ITIL V4 service Management

Torque IT
01.2019 - 01.2019

ITIL Engineer

ATOS
05.2018 - Current

Application Support

ATOS
11.2015 - 05.2018

Software Developer

Tradecom Digitals
07.2014 - 08.2015

Bachelor of Science (BSc) - Computer Science and Information

University of Venda for Science and Technology
01.2008 - 01.2013

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Ndou ThabeloITIl Engineer