Tintswalo Makhubele

About the Candidate

Tintswalo Makhubele

084 822 7802 | wankateko26@gmail.com

LinkedIn.com/in/tintswalo-makhubele/

Resides: Kempton Park, Johannesburg

Citizenship: South African

Profile

My objective is to ensure high levels of customer satisfaction, and successfully implementing customer service policies.  I am very passionate about great service delivery and great customer relationships. My success and achievements are measured by my client’s satisfaction with both implementations and maintenance of my projects.

My experience as an implementation specialist manifests itself in the work that I do as a Project Manager and Client Service Manager. In my current roles, I have experience in implementing multiple projects concurrently while supporting multiple completed implementations.

Skills & Behavioral Competencies

Communication |Problem Solving | Planning & Organization | Multi-disciplinary Staff Management & development | Stakeholder Management| Networking | Customer Service Excellence | Understanding Service Issues | Multitasking | Project Management | Managing Multiple Projects Concurrently | Change management | Critical Thinking | Writing & Reporting Skills | Attention to Detail | Client Success & Retention

Computer Skills

MS Project, MS Word, MS Excel, MS PowerPoint, MS Teams

Education

TestRail Partner – Sales Certification for Partners 2023

Prince2 Practitioner – PM Academy (current studies)

B. Com: Supply Chain Management – MANCOSA (3rd year, on hold)

Prince2 Foundation – PM Academy 2017

Certificate: Service Desk Manager – Service Desk Institute 2017

Certificate: Project Management – MANCOSA 2012

B. Tech: Information Technology – London School of Business and Technology 2011

Matric – Makhado Comprehensive Secondary School 2008

Work Experience

IT Project Manager | Praxis Computing                                    Aug 2017 – Date

Client Service Manager | Praxis Computing                             Aug 2016 – Date
My experience includes but is not limited to managing software implementation projects in a Supply Chain management specialty, a document management implementation project and a cross-border management project.

Post implementation, I manage teams responsible for supporting and maintaining the systems. These include my internal team and the client’s team. The goal in this regard is client satisfaction and retention.

IT Project Manager

Responsibilities:

·       Managing of implementations, support, and maintenance of systems concurrently and strategically.

·       Management of project teams not limited to business analysts, developers, team leads, testers and support consultants.

·       Reports directly to the COO.

·       Stakeholder management both internal and external.

·       Facilitation of business process analysis, design, and mapping.

·       Plan and facilitate quality assurance testing of all supply chain management solutions.

·       Facilitate business joint applications development (JAD) sessions.

·       Resource and risk management.

·       Project financial management, tracking and monitoring of expenditure.

·       Vendor Management.

·       Report writing and presentation.

·       Provide leadership and decision-making support for the teams.

·       Monitoring and safeguard adherence to organisational standards, policies, and procedures.

Achievements:

·       Completed project with the eThekwini Municipality on time and budget despite the client asking for a major change to the original specifications shortly before the deadline.

·       Delivered the Buffalo City and Tshwane projects on time despite many changes to the specifications that various stakeholders at the clients asked for.

Clients:

·       City of Tshwane | eThekwini Municipality | Buffalo City Metropolitan Municipality | ICASA | C-BRTA

Client Service Manager

Responsibilities:

·       Manage a team of help desk staff and team leaders supporting our current clients.

·       Manage all external client issues and manage all communication between Praxis and the clients.

·       Ensure ongoing improvement of service desk support processes.

·       Manage the overall desk activities.

·       Function as a further escalation point for the team leaders.

·       Ensure achievement of Service Level Agreement targets and support performance.

·       Organize product demonstrations of the service management tool.

·       Early detection, analysis, and reporting of any potential significant impacts to business activity.

·       Change Advisory Board meetings – discussion and approval of proposed changes and updates to the systems.

·       Staff welfare, recruitment, development, and training.

Achievements:

·       Motivated a change to a new call logging system to replace the existing call logging system which was inflexible and inefficient. The new system improved work processes and allowed the support department to offer a better service to clients.

·       Implemented a new work process flow, which increased the client Supply Chain Management department’s productivity.

·       Improved the Supply Chain Management Solution procedures manual.

·       Assessed organizational training needs and found that the support team (which was new) needed additional training to provide a more effective service.

Clients:

·       City Power | City of Tshwane | eThekwini Municipality | Buffalo City Metropolitan Municipality | ICASA | C-BRTA | SAQA | DHET

Software Implementation Specialist | Praxis Computing        Jun 2013 – Aug 2016
Responsibilities:

·       Work with several Client roles to design and implement solutions.

·       Risk assessments with resolution plans.

·       Installation and customizing of systems based on clients’ individual needs and specifications and ensuring that it is integrated successfully with existing software systems.

·       Liaison with clients during the implementation and customization process.

·       Detailing all customizations in a specialized document.

·       Working closely with the project managers and ensuring that the project team is aware of key deliverables and project milestones.

·       Test solutions while coordinating all steps with client and internal stakeholders.

·       Document all the steps to be taken throughout the implementation

·       Training of users so that clients get the best out of the software.

·       Quality assurance of the solutions.

·       Communicate with the client throughout the implementation, to ensure involvement and managing of expectations.

Clients:

·       Praxis internal projects | City Power