Thabo Khoali

Results-driven Senior ICT Support Specialist with 8+ years of experience delivering enterprise-level application and infrastructure support in high-pressure environments. Proven track record supporting 600+ users across business-critical systems, maintaining 99%+ SLA compliance, and collaborating with development and infrastructure teams to ensure system stability. Strong background in defect investigation, root cause analysis, post-patch validation, and UAT support.

Holds

CompTIA A+, CompTIA Network+, ITIL Foundation knowledge, and MCSA/MCAD certifications. Now bringing additional capability in SQL data validation, quality assurance practices, and API testing fundamentals.

Senior ICT Support Specialist - Innovation Group - Midrand, Gauteng

(2016-04 - 2023-11)

• Delivered enterprise application and infrastructure support for 600+ users across business-critical systems, maintaining 99%+ SLA compliance in a high-volume environment.
• Investigated, reproduced, and documented application defects — collaborating directly with developers and infrastructure teams to accelerate resolution and minimise user impact.
• Performed post-patch and post-update validation to verify application stability and correct behaviour before releases were cleared for users.
• Supported UAT environments by assisting business users during system validation cycles, troubleshooting issues, and ensuring acceptance criteria were met.
• Conducted root cause analysis on recurring incidents, producing structured reports that reduced repeat incidents and improved system reliability.
• Managed and tracked incidents end-to-end using structured service management tools — logging, prioritising, escalating, and closing within SLA targets.
• Collaborated with development, infrastructure, and operations teams to coordinate complex system changes and minimise downtime risk.
• Maintained technical documentation including incident records, resolution guides, and system configuration notes for knowledge base management.

Independent Skills Development & Career Transition - Self-Directed - Midrand, Gauteng

(2023-11)

• Pursuing a deliberate transition into Quality Assurance — studying ISTQB Foundation syllabus, designing and executing manual test cases, and building hands-on testing practice across functional, regression, and exploratory testing.
• Practising SQL queries for backend data validation, confirming application behaviour against database records using SELECT, JOIN, aggregate functions, and NULL integrity checks.
• Learning API testing fundamentals using Postman — sending requests, validating response codes, headers, and payloads.
• Maintaining and expanding technical knowledge in enterprise IT support, Windows environments, networking fundamentals, and ITIL service management principles.
• Actively building a QA portfolio including test plans, test cases, defect reports, and SQL validation scripts to demonstrate practical readiness for QA and application support roles.

ICT Infrastructure Support Technician - Plug 'n Play - Gauteng

(2011-06 - 2016-03)

• Delivered application and desktop support across enterprise business systems, resolving incidents within agreed service windows.
• Diagnosed and resolved system issues across Windows-based environments; validated application functionality after configuration changes and updates.
• Maintained structured technical documentation and incident records supporting knowledge management and team handovers.
• Provided end-user training and support across multiple applications, reducing repeat calls through effective first-call resolution.

IT Diploma - Information Technology - Boston City Campus (2009)

Senior Certificate - The Vaal High School