Dedicated IT Technician and QA Supervisor with extensive experience in technical support, team supervision, and IT infrastructure management. Holds multiple diplomas including Paralegal Studies and Quality Management, with a proven track record of improving operational efficiency.
Experienced in providing first and second-line support for hardware, software, and network issues to ensure seamless operations.
Skilled in supervising QA teams, ensuring compliance, and improving processes to meet regulatory and performance standards.
Proven ability to lead, motivate, and develop teams to achieve organizational goals and improve productivity.
Competent in installing, configuring, and upgrading computer systems and peripherals to support business needs.
MHA Management Holdings
Provide first and second-line technical support for hardware, software, and network-related issues across the organization.. Install, configure, and upgrade computer systems, peripherals, and software to ensure optimal functionality.. Assist server engineers with account creation, updates, backup monitoring, and profile management.. Troubleshoot and resolve hardware and software incidents in a timely and professional manner.. Document support activities and escalate unresolved issues as needed.. Deliver user training and system orientation to new staff and users after updates.
MHA Management Holdings
Supervised a team of quality assessors, ensuring alignment with performance standards and regulatory requirements.. Conducted performance reviews and provided coaching to improve staff productivity and compliance.. Managed re-assessment processes and identified Treating Customers Fairly (TCF) and process gaps.. Delivered detailed reports to department heads on compliance, coaching needs, and re-assessment findings.. Supported training interventions based on performance data and audit results.
Diploma in Paralegal Studies
Diploma in Total Quality Management (NQF Level 6)
Information Technology and Computer Sciences (NQF Level 4)
Wealth Management (NQF Level 5)
Grade 12
Opportunities and openings for new challenges is what motivates me to learn and grow in the workplace. So an example, when I got to the last company I worked for, I was a quality assessor for three months, and then was promoted to quality assurance supervisor. And the following year, I enrolled in the University of South Africa for total quality management just to ensure that I'm personally developed and qualified to do the best work that I can do in the position that I've been blessed with.
During a backlog, it was once suggested by management that we browse through the calls instead of assessing the whole calls and just listen to the important parts, so they put it. So I then disagreed and said, if we're not gonna do it right, then we're not doing quality, but we are just doing quantity. As a result, they then listened to me and it protected the company's license as we were then compliant with TCF protocols, which is treating clients fairly. Thank you.
During a backlog, it was suggested that we browse through the calls instead of assessing. And I then mentioned to them that if they want quantity assessors, then it's fine, but we are quality assessors, after all. Because then,
In 2018, February, we had a backlog because we had to assess 100% of sales. So I negotiated with the company for overtime so that everyone could work from home on Saturday and Sunday. And they received overtime, so my role in that was supervising.
Good day, my name is Towozani Dlamini. I live in Vosloris in the east end side of Johannesburg. I am 33 years old. My previous work experience, I worked at Clientele Life Limited as a quality assessor from the 1st of December 2014 up until the 23rd of June 2017.
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