Mokone Molete
Vosloorus
Summary
Application Support Engineer with extensive experience in monitoring SLA performance and managing incident tickets to ensure service delivery targets are met. Skilled in communication and stakeholder management, with a strong focus on time management and attention to detail. Demonstrates technical leadership and team collaboration, aiming to further develop expertise in IT audit and compliance.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Application Support Engineer
SANRAL (contractual)
09.2022 - Current
- Monitor and track SLA performance to ensure service delivery targets are met
- Manage and assign incident tickets using service desk systems
- Provide first-line support, resolving issues at first point of contact
- Troubleshoot and resolve application-related issues
- Escalate complex incidents to relevant technical teams
- Ensure timely communication with users and stakeholders
- Provided technical support and troubleshooting for application issues, enhancing user satisfaction and productivity.
Application Support (ATNS Project)
Ulwembu Business Services
02.2021 - 08.2022
- Provided technical support and troubleshooting for users
- Assisted in resolving system and application issues
- Logged and tracked incidents through ticketing systems
- Supported IT operations in maintaining system performance
Education
ITIL 4 Foundation - IT and Service Management
PeopleCert
01-2026
Microsoft Certified: Azure Data Fundamentals
Microsoft
South Africa01-2026
Certificate of Higher Education -
Villa Liza Secondary School
01-2017
Diploma in Financial Accounting -
Boston Business College
01-2022
Skills
- Application Support & Troubleshooting
- Incident & Ticket Management
- SLA Monitoring & Reporting
- IT Support (1st and 2nd Line)
- Problem Solving & Root Cause Analysis
- Communication & Stakeholder Management
- Time Management & Attention to Detail
- Basic IT Audit & Compliance Knowledge
Key Functions
- Understanding of ITIL concepts (incident, SLA, service delivery)
- Exposure to Internal and IT Auditing principles
- Basic knowledge of financial systems and controls ( ITIS payment certificates and retention)
- Provide user Training
- Bridging the gap (service desk and application support TIERS)
References
Available on request
Certification
- Drivers Licence
Timeline
Application Support Engineer
SANRAL (contractual)
09.2022 - Current
Application Support (ATNS Project)
Ulwembu Business Services
02.2021 - 08.2022
ITIL 4 Foundation - IT and Service Management
PeopleCert
Microsoft Certified: Azure Data Fundamentals
Microsoft
Certificate of Higher Education -
Villa Liza Secondary School
Diploma in Financial Accounting -
Boston Business College