Quence Matsatsi Mamorobela
Application Support Engineer
Fourways
Summary
Insightful Application Support Engineer offering 8 years of customer support and application troubleshooting. Highly skilled in root cause analysis and quality control with a passion for driving company's mission and values.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
10
10
years of professional experience
2008
2008
years of post-secondary education
2
2
Certifications
Work History
Application Support Engineer
ALTRON
11.2018 - Current
- Provided technical support via telephone, email, Remedy, and Teams for payment processing administration and management
- Managed customer expectations, escalated issues to 3rd line support, and ensured timely resolution within SLA
- Improved processes and infrastructure for payment processing
- Analyzed and provided technical backup and support for back-end services
- Performed ongoing activities to maintain and enhance overall system performance
- Responded to issues raised by client stakeholders and reported within SLA
- Participated in weekly meetings with 3rd line support, specialists, developers, and business analysts to monitor and follow up on incidents
- Coordinated with teams to resolve technical issues and improve processes
- Monitored high transaction system failures hourly and manually fixed/resubmitted failed transactions
- Aligned bulk system discrepancies and documented findings
- Performed manual VAS activations/deactivations, MSISDN/SIM swap failure resubmission, and tariff migration manual fix
IT Support
EOH Recruitment Solution (Vodacom SA)
07.2014 - 01.2015
- Data migrations: this when existing customer are moved to new Packages or new product offered through tariff upgrades, tariff downgrades or when customers wish to continue with the contract at the end of contract term
- Quality control/assurance, Manual Testing
- Data discrepancies: daily managing changes done by Credit and Risk, Retentions, Sales, Customer Acquisitions, Marketing and Customer Care departments ensuring all system are in sync with each other, what the customer requested reflects on their profile and what has been activated on the customer’s profile exist on the billing system
- Error monitoring and management: ensuring that there is no high Volume of transaction failures on the system, customer daily log request to have changes on their contract lines, the request is captured on the billing system and needs to go through to the network system and failures occurs thereby by affecting billing
- Manual Error Fixing: manually fixing failed transaction that could not go through on the system
Education
National Senior Certificate - Sepedi, English, Physical science, Mathematics, Geography, Biology
Kgola ka leleme High School
National Diploma in Information Technology - Information Systems IA & IIA, Information Systems IIB, IIIA (Oracle SQL), Information Systems Oracle (PL/SQL) IIIB, Information Technology Skills IA, Information Technology Skills IB, Systems Software IA (A+), Systems Software IB, Systems Software (Linux) IIA, Systems Software (Networks) IIB, Development software IA, Development software (VB.net) IB, Graphic User Interface (IA), Graphic User Interface IB, Technical Programming (Visual Basic.Net) IA, (Advanced VB) IB, Support Services IIA, Support Services IIB, Support Services (Security) IIIA, Support Services (Server) IIIB, Industrial Exposure IIIA, Industrial Exposure (in-service training) IIIB
Tshwane University of Technology
Advanced Diploma Information resource Management - Principle concepts of ITSM, Information systems Ethics, Networks, Database Systems, Development software, ICT Project Management, Service management functions (service desk), Service operation process, Incident and problem Management, Research Script
UNISA
01.2022 - 01.2023
Skills
Report writing skills
Communication Skills
Analytical and problem-solving skills
IT Troubleshooting skills
Ability to solve medium to complex problems
Teamwork and collaboration
Ability to take ownership of problems
Professionalism and strong work ethic
ICAP
BMC Remedy
ASICS
Teams
Incident management
Root cause identification
User support
Technical troubleshooting
Technical issue resolution
Customer support
ITIL framework
Application monitoring
Cloud computing
Application support
MySQL
Multitasking Abilities
Problem-solving abilities
Help desk support
Remote technical support
Time management
Professionalism
Application installations
Desktop support
Staff education and training
Certification
AWS Cloud Practitioner Certificate
Educationalbackground
I matriculated from Kgola ka leleme High School Grade 12, National Senior Certificate, 2007.
National Diploma in Information Technology at Tshwane University of Technology 2014,
University of South Africa , Advanced Diploma Information Resource Management 2022 - 2023.
Studied AWS cloud , certified AWS cloud practitioner and Certified AWS Solutions Architect .
Personal Information
- ID Number: 880515 0803 082
- Date of Birth: 05/15/88
- Gender: Female
- Nationality: South African
- Marital Status: Single
Training
- ITIL foundation Training, Toque IT institution, 2018
- SQL Training, Bytes institution, 2019
- Linux Training, Udemy online, 2020
- AWS Cloud Practitioner Certificate, Udemy online, 2023
- AWS Solutions Architect, Udemy online, 2024
- IT Troubleshooting Skill Training, Udemy online, 2024
- IT service operations and Service Desk management, Udemy online, 2024
Timeline
Advanced Diploma Information resource Management - Principle concepts of ITSM, Information systems Ethics, Networks, Database Systems, Development software, ICT Project Management, Service management functions (service desk), Service operation process, Incident and problem Management, Research Script
UNISA
01.2022 - 01.2023
Application Support Engineer
ALTRON
11.2018 - Current
IT Support
EOH Recruitment Solution (Vodacom SA)
07.2014 - 01.2015
National Diploma in Information Technology - Information Systems IA & IIA, Information Systems IIB, IIIA (Oracle SQL), Information Systems Oracle (PL/SQL) IIIB, Information Technology Skills IA, Information Technology Skills IB, Systems Software IA (A+), Systems Software IB, Systems Software (Linux) IIA, Systems Software (Networks) IIB, Development software IA, Development software (VB.net) IB, Graphic User Interface (IA), Graphic User Interface IB, Technical Programming (Visual Basic.Net) IA, (Advanced VB) IB, Support Services IIA, Support Services IIB, Support Services (Security) IIIA, Support Services (Server) IIIB, Industrial Exposure IIIA, Industrial Exposure (in-service training) IIIB
Tshwane University of Technology
National Senior Certificate - Sepedi, English, Physical science, Mathematics, Geography, Biology
Kgola ka leleme High School