Anneldah Nce

Results-driven IT Support Analyst with solid experience in technical support, application deployment, system integration, SQL, Azure, APIs, DevOps, and CI/CD. Skilled in troubleshooting and resolving complex technical issues within SLA targets, supporting application releases, and improving system performance. Experienced in collaborating with cross-functional and DevOps teams to implement configuration changes, support deployments, and deliver reliable, high-quality solutions while maintaining strong operational and service standards.

SUPPORT ANALYST at BLUE LABEL TELECOMS (2025-01 – Present)

Applying ITSM principles to resolve application and system issues, focusing on Incident and Problem Management for efficient and proactive solutions.

• Manage and resolve user support tickets via phone, email(Jira), and chat within defined SLAs
• SQL Server & MySQL - database administration, CRUD operations, stored procedures
• VMware vRealize Log Insight - system monitoring and bottleneck resolution
• Prioritize and escalate complex or high-impact issues to appropriate technical teams when necessary
• GlassFish - application server deployment, configuration, and monitoring
• Jira - incident, request, and issue management
• ETL operations – transforming data into actionable insights
• Mobile app deployment - Google Play Console releases
• Voucher & prepaid product management – creating, testing, and deploying MNO voucher stock
• Device configuration - Jkiosk and Blue Label devices
• Documentation - RCA, UAT, and Confluence maintenance

SUPPORT ANALYST at INTEGROVE (2023-05 – 2024-12)

Resolving application and system issues with ITSM principles, focusing on Incident and Problem Management to ensure swift resolution and prevent future disruptions.

• Utilize Zendesk for creating, managing, and resolving customer service tickets efficiently
• Employ ServiceNow to ensure prompt and effective resolution of client issues
• Utilize SQL for data retrieval and ticket investigations
• Monitor pipeline and Logic Application failures using Microsoft Azure
• Provide technical support to internal teams and external clients as needed
• Maintain and update technical documents and procedures, including RCA (Root Cause Analysis) and UAT (User Acceptance Testing) documents
• Identify and resolve technical issues promptly

INTEGRATION ENGINEERING INTERN at INTEGROVE (2022-11 – 2023-04)

Integrating systems to enable communication and sharing of data between them.

• Software ag WebMethods (to create interfaces and Rest APIs)
• Oracle database (for data storage, data retrieval, and data maintenance)
• Logic Apps (creating workflows using creating events and connectors)
• MuleSoft Anypoint Platform (for designing and developing APIs)
• ARC (for testing and documenting APIs)
• Postman (for creating, documenting, and testing APIs)
• Drawio (for designing and analysing integration diagrams)

ADVANCED DIPLOMA in INFORMATION RESOURCE MANAGEMENT – UNIVERSITY OF SOUTH AFRICA (2024)

DIPLOMA in ICT IN APPLICATIONS DEVELOPMENT – DURBAN UNIVERSITY OF TECHNOLOGY (2022)