Sabelo Mfundo Jwili
AppDynamics Application Performance Management Engineer
Cell No: +27 78 -
Email-LinkedIn:www.linkedin.com/in/sabelo- mfundo-jwili-255b96137 (LinkedIn)
Summary
I am an Application Performance Management Engineer at Devcon (Vodacom contractor), focused on making sure software applications run smoothly and reliably. I previously worked as an Application Support Analyst and IT Helpdesk Technician at BET Software, where I gained a broad set of skills. My time as a Technical Support Agent at CCI South Africa also helped me become good at troubleshooting and committed to great customer service.
Experience
November 2022 - PresentApplication Performance Management Engineer: - Vodacom (Contractor)
Devcon Solutions
Troubleshoot Business Transactions effectively using flow maps, snapshots, metric browser, diagnostics sessions, and events.
Enhance monitoring capability by developing monitoring mode, custom entry/exit points, information points, data collectors, and custom Business Transaction rules/thresholds.
Proactively address issues with custom dashboards, health rules, actions, policies.
Configure and customize monitoring settings to efficiently troubleshoot performance issues.
Maintain and configure monitoring tools to ensure data accuracy and completeness.
Collect and analyze performance metrics, identifying bottlenecks and potential issues.
Design and implement performance monitoring and management systems using AppDynamics.
Develop custom scripts and plugins for monitoring applications and infrastructure.
Investigate and troubleshoot performance issues across the application stack, including the application, network, and infrastructure.
Collaborate with teams such as IT to ensure application availability and performance.
Continuously monitor and analyze application performance trends, identifying improvement areas.
January 2021 - Nov 2022Application Support Analyst
BET Software
KwaZulu-Natal, South Africa
Ensured each individual complaint was properly addressed, minimizing financial and reputational damage.
Determined the best solution based on the problem and information provided by the customer.
Escalated unresolved problems to the next level of support personnel immediately.
Followed up on escalations to ensure resolution.
Kept customers appropriately informed throughout the process.
Escalated issues when resolution did not occur within the agreed time frame.
Managed the incident queue for escalation to the Dev Team, including triage and reprioritization.
Responded to outages and failures as needed.
Improved fault tolerance even under suboptimal operational conditions.
Ensured solutions were maintainable and sought methods to reduce downtime.
Protected information and data to ensure solutions were secure and confidential.
Provided support to Operational Teams and assisted with the implementation of solutions.
Monitored newly deployed solutions closely for an agreed period.
Conducted impact analysis for defects and roll-back events.
Provided quick resolutions to application/system issues, enhancing stability, efficiency, and effectiveness.
Maintained application systems that were in the operations phase.
Managed, maintained, and supported applications and their operating environments.
Developed and maintained technical support documentation.
Performed debugging on logs, databases, and code.
Adhered to development practices and guidelines.
Conducted risk analysis, testing, and validation before implementing changes.
Escalated unresolved issues to the next level of support.
August 2018 - Jan 2021 IT helpdesk Technician
BET Software
Troubleshot and resolved technical issues related to software, hardware, communications, network, and third-party products for end users.
Independently addressed routine technical problems, escalating complex issues as needed.
Provided maintenance support and repairs for desktop computer systems, including operating system upgrades and software configurations.
Built and assembled personal computers.
Analyzed system failures, notified appropriate personnel, and implemented corrective actions.
Assisted in network design and strategic planning.
Identified root causes and provided technical solutions to the team.
Performed specialized technical tasks in the installation, maintenance, and repair of IT and telecommunication systems.
Configured, documented, and distributed new equipment and software while maintaining accurate inventory records.
Developed work plans, procedures, and schedules to ensure timely and efficient project completion.
Provided end-user training on equipment and software within the network operations scope.
Researched and evaluated various hardware and software technologies, assisting in recommending solutions.
Installed and maintained network and standalone printers.
Troubleshot network connectivity issues, including LAN, WAN, and hardware faults.
Assisted with antivirus product issues.
Troubleshot VPN connections using Fortinet solutions.
Managed multichannel tickets, ensuring timely response and resolution within SLAs.
Logged all issues accurately in the ticketing system.
Demonstrated advanced knowledge of testing, troubleshooting, and problem-solving methods and tools.
Conducted site visits to customer locations for physical equipment troubleshooting and installation.
Attended off-site meetings representing senior information technology interests.
May 2017 - March 2018 Technical Support Agent
CCI South Africa
Respond to inbound customer calls, emails, and chats to provide technical support for a variety of technical issues.
Troubleshoot and diagnose technical problems related to hardware, software, and network connectivity.
Provide clear and concise solutions to customer technical problems in a timely manner.
Follow established procedures and protocols to resolve customer issues.
Keep detailed records of customer interactions, including customer information, issues, and solutions provided.
Escalate customer issues to higher-level technical support personnel when necessary.
Provide feedback to management on customer issues and common technical problems.
Continuously update technical knowledge by attending educational workshops, reviewing publications, and participating in training programs.
Meet or exceed call center performance metrics such as call volume and call quality.
Provide excellent customer service, build customer relationships and maintain customer satisfaction.
Flexibility to work in different shifts including night and weekend as per the requirement.
Managed social media accounts(CCI Digital,CareerboxSA)
Created support pages for other websites(Zendesk,Freshdesk)
Maintained existing websites
Created social media graphics for daily postings
Developed a social media strategy to increase the following of the company website
Increased social media following and clicks by 60%
Ecomnova Web Chat Support Agent(Appleyards London,Blossoming)
Education
2017BSc in Information Technology
Oval International College
2013National Senior Certificate
M.L Sultan(PMB) Secondary School
References
Pascal Gaud - IT Manager -Hollywood Bets / BET Software -
Wiseman Khumalo - IT Helpdesk Supervisor - BET Software -
Kyle Marimuthu - Application Support Manager - BET Software -
