Nonkululeko Mamabolo

• Coordinated end to end resolution of complex network incidents and service requests, ensuring minimal disruption and adherence to SLA commitments across corporate client environments.
• Managed delivery of technical support initiatives across converged network infrastructure, including IP networking, WAN, MPLS, QoS,SDWAN, firewalls, and GSM technologies.
• Acted as a central point of communication between clients, internal technical teams, and external vendors, ensuring alignment on priorities, timelines, and resolutions.
• Applied structured Incident, Problem, and Change Management processes to drive consistent service delivery and continuous improvement.
• Proactively identified risks and escalated critical issues, enabling faster resolution and reducing downtime across key services.
• Led stakeholder communication by providing timely updates on incident progress, root cause analysis, and resolution outcomes.
• Collaborated with vendors and suppliers to track issue resolution, ensuring accountability and delivery against agreed timelines.
• Maintained accurate documentation and reporting within Siebel CRM,Service-Now ensuring transparency and audit readiness.

• • Served as an escalation point for high impact technical issues, driving resolution through cross-functional coordination.

• Supported delivery of network services across IP, MPLS, and telecommunications environments, ensuring stability and performance of client infrastructure.
• Assisted in managing service requests and incidents, contributing to timely resolution and improved customer satisfaction.
• Worked closely with senior engineers and cross-functional teams to troubleshoot and resolve technical issues.
• Gained foundational experience in service management systems and ITIL-aligned processes.
• Contributed to continuous improvement initiatives by identifying recurring issues and supporting long-term solutions.
• Supported delivery of network services across IP, MPLS, and telecommunications environments, ensuring stability and performance of client infrastructure.
• Assisted in managing service requests and incidents, contributing to timely resolution and improved customer satisfaction.
• Worked closely with senior engineers and cross-functional teams to troubleshoot and resolve technical issues.
• Gained foundational experience in service management systems and ITIL-aligned processes.
• Contributed to continuous improvement initiatives by identifying recurring issues and supporting long-term solutions.

· Supported the delivery of network related initiatives across IP, MPLS, and telecommunications environments, ensuring service stability and alignment with client performance expectations and SLAs.

· Coordinated incident and service request workflows, contributing to timely resolution and improved customer experience across multiple client accounts.

· Collaborated with senior engineers and cross functional teams to troubleshoot and resolve technical issues, ensuring alignment on priorities, timelines, and deliverables.

· Applied ITIL aligned service management practices (Incident, Problem, and Change Management) to support structured and consistent service delivery.

· Identified recurring network issues and contributed to continuous improvement initiatives by supporting the implementation of long term solutions.

· Assisted in tracking and managing service performance metrics, contributing to operational reporting and service optimization efforts.

· Managed the intake, logging, and prioritization of service requests, ensuring efficient allocation and timely dispatch to relevant technical teams.

· Monitored and escalated complex technical issues in line with defined processes, ensuring minimal service disruption and adherence to escalation protocols.

· Coordinated with internal support teams and external stakeholders to drive restoration of services and support root cause identification and resolution.

· Engaged with end users to gather requirements and clearly define issues, ensuring accurate problem understanding and effective solution delivery.

· Delivered customer focused technical support, maintaining high service standards and contributing to improved client satisfaction.