Open to Opportunities

Enterprise IT Operations
meets Full-Stack Development

Technical Support Engineer with proven software development capabilities. I resolve business-critical incidents at scale and build applications that reduce operational overhead.

1,200+ Tickets Resolved

92% FCR Rate (vs. 75% team average)

40% Ticket Deflection via Self-Service Portal

View Experience See Technical Projects

Devoted to Duty

Professional Experience

Enterprise IT & Development

Hybrid background supporting global infrastructure while delivering production software solutions.

Service Desk Analyst

2025 – Present

Computacenter (Global IT Services Provider)

Provide first-line support in Fortune 500 enterprise environment, resolving 40–60 tickets/week across hardware, software, and network infrastructure
Maintain 92% first-contact resolution rate for 500+ endpoints, minimizing business downtime and escalation costs
Administer Active Directory, O365, and VPN infrastructure via ServiceNow; document solutions in ITIL-compliant knowledge base

Lead Associate, Operations

2024 – 2025

WNS Global Services

Led 5-person support pod serving high-value accounts; exceeded SLA targets by 20% through workflow optimization
Automated CRM reporting using Excel VBA, eliminating 10+ hours/week of manual data processing
Mentored junior associates, improving team CSAT scores from 3.2 to 4.6/5.0 within one quarter

Featured Project

Technical Implementation

Production-grade application demonstrating full-stack architecture and user-centric design.

Full-Stack Web Application

Sasa POS — Full-Stack Restaurant Management System (Prototype)

Problem Identified: Observed critical operational inefficiencies at a high-volume township eatery, handwritten paper tickets causing order miscommunication, zero sales accountability per staff member, manual price calculations slowing checkout, and no visibility into popular items or revenue patterns.

          Designed REST API architecture
          using Node.js/Express implementing CRUD operations for order lifecycle management (create, read, update status),
             enabling seamless counter-to-kitchen digital workflow
        

          Implemented real-time order synchronization
          using vanilla JavaScript fetch API and dynamic DOM manipulation, 
            eliminating paper-based shouting system and reducing theoretical order processing time by 40% in simulated workflow testing
        

          Created modular single-page application
          with vanilla JavaScript state management across four functional panels (Dashboard POS, Kitchen Orders, Admin, Profile),
             demonstrating architectural understanding without framework dependency
        

React Node.js MongoDB JavaScript (ES6+) REST API Git/GitHub Git

🔗 Live Demo

Next Steps

Let's Discuss Enterprise Impact

Available for Technical Support Engineering and Junior Development roles in high-availability environments.

✉ kholosaloviegcwabe@outlook.com in LinkedIn ⚡ GitHub 📄 Resume

Based in Cape Town • Open to remote & hybrid roles

Enterprise IT Operations meets Full-Stack Development