About
Highly accomplished IT & Operations Executive with over 15 years of experience leading transformational initiatives across technology, training, and quality assurance. Proven ability to integrate technical acumen with business strategy, directing national LTE-4G rollouts, optimizing operations to reduce downtime by 40%, and designing impactful L&D programs that boosted CSAT by 40% and cut escalations by 30%. Drives measurable ROI, cultivates high-performance teams, and enables pan-African expansion within dynamic BPO, corporate, and training environments.
Work
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Summary
Spearheaded QA and training design for a scalable Customer Services Training platform, integrating cloud-based tools and platforms into proposed training operations.
Highlights
Reduced system downtime by 25% and improved CSAT by 40% through strategic QA and training initiatives.
Enabled a consistent training framework that significantly reduced ticket escalations and enhanced technical accuracy.
Developed and implemented structured onboarding and continuous learning programs for new Technical Support staff, addressing real-world issues.
Provided advanced technical support and system troubleshooting for key clients, including Capitec Bank.
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Summary
Designed and led the Start Right Initiative, an incubator program delivering L&D, digital transformation, and operational optimization for SMBs.
Highlights
Delivered business process re-engineering that resulted in a 15% improvement in client operational performance.
Developed and implemented scalable business processes, enabling operational growth and improved business alignment across multiple ventures.
Developed SOPs, QA checklists, and training modules aligned with national regulatory standards.
Successfully managed multiple client portfolios, ensuring scale, compliance, and QA alignment.
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Summary
As IT Manager and Training Facilitator, led transformative IT and business skill development programs across Africa, enhancing end-user support, web development, and courseware creation.
Highlights
Led the design and deployment of an innovative “support services-in-a-box” solution, streamlining operations and enabling pan-African expansion for the institute.
Designed and delivered advanced IT and business skills programs for prestigious organizations across Africa, including Cloud Computing and Business Process Management.
Facilitated job-ready technology training for over 500+ professionals, boosting CSAT by 40% and impacting career readiness.
Introduced a scalable outsourced services model that freed internal resources and boosted operational efficiency for the training institute.
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Summary
Led national LTE-4G network rollout and infrastructure deployment projects as an IT Consultant and Network Administrator.
Highlights
Contributed to the 2010 national rollout of MTN's LTE-4G network across South Africa, managing a 12-person IT technician team.
Oversaw the nationwide installation of 4G microwave systems on high towers, ensuring project lifecycle management from planning to closing.
Reduced system downtime by 40% through proactive upgrades and comprehensive QA maintenance.
Ensured strict SLA compliance, safety protocols, and adherence to technical standards throughout infrastructure deployments.
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Summary
Delivered certification-aligned IT training for CompTIA A+, N+, Security+, designing practical labs and evaluating learner outcomes.
Highlights
Delivered certification-aligned training for CompTIA A+, N+, and Security+, preparing students for industry standards.
Designed practical labs and evaluated learner outcomes based on hands-on diagnostics and real-world IT simulations.
Boosted learner engagement through the development of updated and responsive learning content.
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Summary
As Operations Manager, spearheaded the design and rollout of a custom inventory management system, resolving critical inefficiencies and optimizing warehouse operations.
Highlights
Recovered over R10,000+ in monthly losses by identifying and resolving critical gaps in stock management.
Spearheaded the design and rollout of a custom inventory management system, enabling real-time tracking and faster order dispatch.
Improved stock accuracy and visibility, significantly reducing delays and minimizing wastage.
Enhanced procurement strategies through accurate forecasting and budget control, optimizing operational efficiency.
Languages
English
Afrikaans
Native
Skills
Learning & Development
LMS Content Integration, QA Performance Coaching, Facilitation (Remote & In-person), Training Strategy, Content Development, Job-Readiness Coaching.
Operations Management
SOP & Compliance Frameworks, Business Process Optimization, Inventory & Logistics Management, Systems Implementation, Change Management, Policy & Procedure Implementation, Project & Operations Management.
Project Management
Strategic Planning & Execution, Data-Driven Decision Making.
Customer Experience (CX)
CX & Tech Support Strategies, Technical Support, Quality Assurance Management, Customer Service Training.
Business Analysis & Research
Market Research & Data Analysis, Research & Data Verification, Digital Content Evaluation, Map-based Platforms, Search Engine Optimization (SEO), Relevant Analysis, Financial Insight.
Leadership & Strategy
Leadership & Team Development, Organizational Growth Enablement, Outsourcing Strategy & Implementation.
Cloud & IT Platforms
Google Workspace, Office 365, Azure, AWS, Microsoft Power Platform (Power Apps, Power Automate, Power BI).
Technical Skills
UX/UI Wireframing, System Troubleshooting, Web-based Task Environments, CompTIA A+, CompTIA N+, CompTIA Security+.
AI & Automation
AI Research, Scripting Automation, Vibe Coding (AI Prompt Engineering), Machine Learning & Artificial Intelligence, Ethics in Emerging Tech.
Cultural Competence
South African Cultural & Social Contexts.
Interests
Continuous Learning
Coding Side Projects, Nonfiction Reading, AI Research, Scripting Automation, Ethics in Emerging Tech, Challenging Conventional Thinking.
References
Jason Keane
Technical Lead, Hubble Lithium (HQ - Cape Town), Contact: 021-554 7773, Mobile: 069 461 0933, E-Mail: support3@hubblelithium.co.za
Kittie Engelbrecht
Executive Director, GMT (Globe Management Training), Mobile: 082 418 2779, Facilitation / Business Management and IT Training, E-Mail: kittie@gmtraining.co.za
Neetha Nirhoo
Academic Manager, HC Varsity College, Contact: 021-556 8464, E-Mail: neethan@hcvarsity.co.za
Phillip Makaniwa
CEO, Strategic Partners Network ZA, Contact: 061 779 3319, E-Mail: philmak@spnza.co
Madelein Mkunu
Managing Director, Leading Women Of Africa / Feminar, Contact: 021-551 9929, Mobile: 074 077 1659, E-Mail: madymkunu@gmail.com
Madelein Mkunu
Managing Director, Blast 24/7, Contact: 021-801 0740, Mobile: 082 371 5018, E-Mail: chrisblast24.7@gmail.com