LuckyBoy Mashile
Honeydew,South Africa
Summary
Highly driven Data Analytics and Application Support Specialist with strong initiative and just over a decade of experience analysing business processes and providing Support to both internal and External Customers and Colleagues. Looking to leverage visualization and analytical skills to improve business processes ,effectiveness and drive growth in the Company. Extracting Data and convert it into meaningful and easy to understand and to build process and improvement initiatives. Demonstrates influential leadership and strategic planning skills, coupled with a strong proficiency in Fraud detection monitoring. Committed to ethical decision making and maintaining professional discretion while excelling in data analysis, critical-thinking, and conflict resolution. Career goals include leveraging innovative thinking to drive organisational success through effective change implementation and resourceful project scheduling.
Overview
17
17
years of professional experience
8
8
years of post-secondary education
Work History
Data Analytics Specialist
Vodacom
Johannesburg and Cape town, Gauteng
07.2018 - Current
- Improved workflow efficiency with thorough process analysis.
- Collaborated effectively with cross-functional teams for successful project completion.
- Increased client satisfaction by providing specialised support and advice.
- Managed high-risk projects, ensuring safety compliance at all times.
- Implemented data security measures to protect sensitive information.
- Resolved technical issues promptly, enhancing overall system performance.
- Facilitated productive team meetings, fostering a collaborative work environment.
- Diagnosed application faults accurately to minimise downtime.
- .Write complex SQL scripts for Data stage Look-ups to improve the performance where there are heavy data loads. Gathering, analysing and acting upon data and information from various sources including CRM,
- Interpret data and processes to determine methods employed and identify trends, triggers, loopholes or possible alerts for the Vodacom environment
- Actively Monitor for anomalies within the Vodacom environment to identify any fraudulent activities, applications and logins
- Co-ordinating and Reporting on improvement initiatives within Vodacom with a specific focus on Process Improvements, Risk mitigation and Risk awareness.
- Creating monthly/weekly reports on defect findings/ causes/ recommendations and statistics with support from Senior Specialists Process Solution and Improvement
- Developing strategies for effective data analysis and reporting
- Providing Specialist support to the Forensic Division based upon analysis and findings
- Design, build and improve scripts/Sql's, processes and techniques for detection of anomalous
- Extracting and Consolidating Information for the Forensic Department to aid in investigations, Acquire and correlate data from various sources to identify linkages and relationships
- Developing strategies for effective data analysis and reporting
- Big Data Analysis to check for trends and triggers within the Vodacom environments
- Streamlined operational procedures with innovative system improvements.
- Root-Cause Analysis
- Create Reports and convert data to power point presentation to prepare for meetings and also to paint a picture of the problem and recommendations to close loopholes.
Fraud Team Manager (Interim)
Vodafone Group
Cape Town, Western Cape
08.2024 - 02.2025
- Enhanced team productivity by implementing effective project management strategies.
- Handled employee grievances to maintain harmony within the workforce.
- Fostered a positive work environment through effective communication and conflict resolution tactics.
- Boosted morale by recognising and rewarding exceptional work.
- Facilitated weekly meetings to discuss progress on projects, deadlines, objectives and concerns.
- Prioritised workload effectively, resulting in timely completion of tasks.
- Cultivated a strong rapport with team members, fostering a cohesive and collaborative workplace environment.
- Coordinated with various departments for seamless workflow.
- Addressed customer complaints promptly, ensuring customer satisfaction and retention.
- Provided consistent leadership to maintain high levels of team performance and satisfaction.
- Developed action plans for continuous process improvement initiatives.
- Maintained up-to-date knowledge of industry trends, enabling informed decision-making processes.
- Delegated responsibilities efficiently amongst team members.
- Monitored health and safety measures for guaranteed compliance.
- Investigated issues affecting group operations, prepared reports and helped correct problems.
Application support specialist
EDGE CRM Solutions
Johannesburg, Gauteng
11.2016 - 06.2018
- Participated in disaster recovery planning and testing exercises for business continuity assurance.
- Implemented robust security measures, enhancing protection against cyber threats.
- Assisted in software development projects, resulting in more efficient systems.
- Conducted training sessions to boost staff competence in using new applications.
- Support all Technical applications and Data related concerns
- Debugging which involves going through the code
- Importing data from multiple data sources.
- Liase with other technical teams
- Provide support and guidance on software applications and systems
- SQL scripting/Querying using the following tools to connect to Databases (Aqua, Squirrel SQL and Oracle SQL Developer)
- Deliver daily progress report
- Collecting Data, Create meaningful reports on Excel
- Managed deployment of software upgrades to enhance user experiences.
- Identified bugs in applications, resulting in smoother operations post-fixing.
- Assisted customers remotely using remote desktop connections, ensuring minimal downtime.
- Monitored network performance daily to prevent disruptions.
- Performed root cause analysis of recurring issues, leading to long-term solutions.
- Streamlined end-user support processes by implementing effective strategies and tools.
Application support specialist
EOH
Johannesburg, Gauteng
04.2014 - 10.2016
- Ensured peak system operation through regular maintenance and diagnostics.
- Assisted in software development projects, resulting in more efficient systems.
- Monitored network performance daily to prevent disruptions.
- Assisted customers remotely using remote desktop connections, ensuring minimal downtime.
- Application test and Diagnosis
- Boosted system performance with regular checks and updates.
- Maintained up-to-date knowledge of latest software trends for enhanced service delivery.
- Provided efficient application support for improved customer satisfaction.
- Investigated helpdesk enquiries providing support and remedial action for prompt ticket resolution.
- Retail billing application Support
- Test a list of pre-defined applications daily
- Monitor live billing applications
- Communicate Customer impacting incidents, disruptions of services, monitoring incidents to supports ,Management, stakeholders and Business
- Provide reports on incidents, problems and monitoring environment
- Evaluated internal applications to spot function weaknesses and provide remedial action.
Incident manager
Accenture
Johannesburg, Gauteng
09.2011 - 03.2014
- Successfully mitigated negative impacts on business operations through swift resolution of major IT incidences.
- Achieved efficient incident resolution with systematic troubleshooting.
- Delivered timely incident management by coordinating with relevant teams.
- Effectively communicated complex technical information to non-technical personnel during crisis situations.
- Optimised internal workflows through refined process implementation, enhancing overall productivity during incident management.
- Oversaw regular system checks, ensuring continuous operation and service availability.
- Managed critical incidents effectively whilst maintaining composure under pressure.
- Supporting a 24/7 coverage model with standby responsibilities
- Prepare reports of work accomplishments
- Coach, facilitate, solve work problems and participate in the work of the team
- Implemented new processes to improve response time to incidents.
- Led training sessions, increasing team readiness for incident handling.
Customer service representative
EDCON Group
JHB, South Africa
03.2008 - 09.2011
- Offered technical support, leading to enhanced user experience.
- Participated in team meetings sharing best practices for improving service delivery.
- Mitigated conflicts by providing timely and effective solutions to disputes raised by customers.
- Facilitated customer loyalty programmes to enhance customer retention.
- Developed strong relationships with customers fostering brand loyalty and repeat business.
- Enhanced communication channels through regular updates on company policies and promotions.
- Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
- Assisted customers with varying questions using product knowledge and service expertise.
Education
Matric - Commercial Subjects
Moletsane Secondary School
South Africa 01.2002 - 12.2006
ICT ( Information and Communication Technology ) - Information Technology ( IT )
PC Training and Business College
South Africa 01.2007 - 12.2009
CFE ( Certified Fraud Examiner ) - Fraud
Africa Training Academy
South africa 11.2023 - 12.2023
Skills
- Innovative thinking
- Excel proficiency
- Influential leadership and Team Leadership
- Business process improvement
- Programming languages
- Email handling efficiency
- Decision-Making confidence and Ethical decision making
- Attention to Detail and Analytical-thinking
- Data analysis and Data interpretation
- Telephone etiquette
Languages
English
Fluent
Sotho
Fluent
Zulu
Fluent
Xhosa
Intermediate
Afrikaans
Beginner
Affiliations
- Part time Soccer Player / Coach
- Chess Player
- Cycling
Accomplishments
Passed Matric with Endorsement, In Tertiary I was one of the best students. In my professional life I have Collected numerous performance certificates
Timeline
Fraud Team Manager (Interim)
Vodafone Group
08.2024 - 02.2025
CFE ( Certified Fraud Examiner ) - Fraud
Africa Training Academy
11.2023 - 12.2023
Data Analytics Specialist
Vodacom
07.2018 - Current
Application support specialist
EDGE CRM Solutions
11.2016 - 06.2018
Application support specialist
EOH
04.2014 - 10.2016
Incident manager
Accenture
09.2011 - 03.2014
Customer service representative
EDCON Group
03.2008 - 09.2011
ICT ( Information and Communication Technology ) - Information Technology ( IT )
PC Training and Business College
01.2007 - 12.2009
Matric - Commercial Subjects
Moletsane Secondary School
01.2002 - 12.2006
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