Madome Koti Malale
Information Technology
Tzaneen
Summary
Results-driven National Diploma holder with extensive experience in IT field services, operations management, and customer relations. Proven expertise as a Field Service Technician (Bytes) transitioning into a multifaceted managerial role at a renowned lodge. Skilled in IT infrastructure design, installation, and maintenance (hardware, software, networks) since 2017. Excels in customer service, HR, finance, advertising, and business operations. Adept at bridging technical and administrative functions to drive efficiency and enhance organizational performance. Seeking a dynamic role to leverage technical proficiency, leadership, and cross-functional management skills. Key strengths include IT Management (hardware/software installation, network infrastructure, troubleshooting), Operations Leadership (staff supervision, HR coordination, financial oversight), Customer-Centric Approach (CRM, conflict resolution, service excellence), and Adaptability (successfully transitioned from technical fieldwork to managerial multitasking). Let me know if you'd like to emphasize a specific area for a particular job application!
Overview
9
9
years of professional experience
9
9
Languages
Work History
HR Manager
Malala Lodge
05.2021 - Current
- Guided leaders and employees on company policies, programs, benefits and salary administration.
- Led decision-making and implementation of HR policies, procedures, programs and functions.
- Managed employee relations, investigating and resolving conflicts to maintain a positive work environment.
- Managed employee disputes by employing conflict resolution techniques.
- Monitored and handled employee claims involving performance-based and harassment incidents.
- Oversaw payroll functions, ensuring accuracy while maintaining strict confidentiality standards for sensitive employee information.
- Enhanced employee retention by implementing effective onboarding and training programs.
- Ensured legal compliance with labor laws by conducting regular audits and updating policies as necessary.
- Conducted internal investigations related to harassment claims and other workplace conflicts, providing resolutions that preserved the integrity of the company''s values.
- Oversaw legal compliance with federal, state and local laws and regulations in addition to compliance with company policies and procedures.
- Collaborated with legal and compliance teams to review paperwork, obtain feedback, and procure available information for new training processes.
- Maintained current knowledge of industry regulations and legislation to amend policies and promote compliance.
Computer & IT Manager
Malala Lodge
08.2019 - Current
- Managed complex IT projects, ensuring timely completion within budget constraints.
- Improved network performance by implementing regular audits and maintenance schedules.
- Developed and maintained strong relationships with vendors, resulting in cost-effective solutions for company needs.
- Developed comprehensive disaster recovery plans, minimizing downtime during unforeseen events.
- Successfully migrated legacy systems to modern platforms without disruption to daily operations or loss of critical data.
- Coordinated cross-functional teams for the successful deployment of new software applications across departments.
- Reduced IT support tickets by providing effective end-user training on new systems and technology tools.
- Spearheaded process improvement initiatives that resulted in measurable gains in operational efficiency.
- Collaborated with senior leadership to develop long-term IT strategies aligned with organizational goals.
- Implemented cutting-edge technologies to facilitate internal communication and collaboration among team members.
- Optimized IT department efficiency by implementing streamlined processes and procedures.
- Coordinated IT operations activities to deliver smooth flow of daily business needs.
- Oversaw IT department operations and training.
- Customized and repaired technology based on staff requests.
Lodge Manager
Malala Lodge
08.2019 - Current
- Collaborated with sales teams to identify new business opportunities in line with current market conditions.
- Enhanced staff performance through ongoing training, clear communication, and regular evaluations.
- Enhanced online presence through effective social media management and website optimization, driving increased bookings from digital channels.
- Implemented cost-saving initiatives in various departments without compromising service quality or guest experience.
- Monitored financial performance closely to make data-driven decisions on operational adjustments as necessary to meet business objectives.
- Cultivated a positive workplace atmosphere that boosted employee morale and resulted in higher retention rates among staff.
- Established a culture of exceptional service within the team by modeling desired behaviors and setting high expectations for performance.
- Conducted thorough analysis of market trends to inform pricing strategies and promotional offers.
- Developed innovative revenue-generating programs, increasing overall profitability of the lodge.
- Managed budgets, inventory control, and purchasing to optimize financial performance while maintaining quality standards.
- Improved guest satisfaction by implementing personalized services and addressing customer feedback.
- Coordinated special events, delivering memorable experiences for guests while maximizing revenue opportunities.
- Built strong relationships with community members and local businesses to promote the lodge''s reputation and offerings.
- Oversaw property maintenance activities to ensure timely repairs, preventative upkeep measures, and visually appealing surroundings for guests.
- Oversaw day-to-day operations of 49-room hotel with staff of 24 employees.
- Fostered safe lodging environment with reliable and effective security services.
- Analyzed financial performance of property and adjusted strategies or processes as needed to improve outcomes.
- Planned and executed marketing activities to improve property brand and increase revenue.
- Participated in financial activities such as setting room rates, establishing budgets and allocating funds to departments.
- Booked large groups for weddings, seminars, conferences, and other events, providing best available room rates.
- Developed and implemented promotional strategies to increase occupancy.
- Ensured compliance with safety regulations and industry standards, maintaining a secure environment for guests and staff.
Customer Relationships Officer
Malala Lodge
08.2019 - Current
- Streamlined communication channels for improved customer interactions and feedback.
- Conducted regular follow-ups with clients to ensure their needs were met and resolve any issues.
- Enhanced client satisfaction by consistently exceeding expectations in service delivery.
- Managed high-profile client accounts, maintaining strong relationships through excellent communication skills and attention to detail.
- Created personalized offers for valued customers, incentivizing loyalty and repeat business.
- Negotiated contracts with key partners, securing beneficial terms for both parties involved.
- Spearheaded initiatives aimed at improving overall client experience, resulting in increased satisfaction scores from surveys conducted quarterly.
- Made customers aware of current and new programs and services.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Delivered superior customer service to strengthen relationships and drive future business revenue.
- Built partnerships with diverse internal teams and sales, finance, and operations departments to streamline processes.
- Assisted with conflict resolution during partnership negotiations and acquisitions.
IT Field Service Technician
Bytes Managed Solutions
03.2018 - 02.2020
- Collaborated with cross-functional teams to successfully implement large-scale technology projects.
- Ensured data security through regular backups, antivirus updates, and implementation of industry best practices.
- Assisted in the planning and execution of office relocations, ensuring minimal disruption to IT services during transitions.
- Provided remote support for field technicians, guiding them through complex troubleshooting processes over the phone or via online chat platforms.
- Kept critical systems functional during peak business hours by performing scheduled maintenance tasks outside regular working hours.
- Streamlined system upgrades by accurately diagnosing problems and implementing effective solutions.
- Established a reputation for excellent problem-solving skills by resolving challenging technical issues promptly and effectively.
- Managed inventory of spare parts and equipment, ensuring availability when needed for repairs or installations.
- Developed strong relationships with clients by consistently delivering high-quality service and maintaining open lines of communication.
- Enhanced customer satisfaction by providing timely and efficient IT support for various hardware and software issues.
- Contributed to cost savings by identifying opportunities for equipment consolidation or replacement with more efficient technology options.
- Implemented preventative maintenance schedules that resulted in reduced instances of costly equipment failures or replacements due to wear-and-tear damage over time.
- Complied with all company safety policies when installing or repairing electrical components.
- Increased user productivity by training end-users on new software applications and hardware devices.
- Installed and configured operating systems and applications.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Configured hardware, devices, and software to set up work stations for employees.
- Researched and identified solutions to technical problems.
- Monitored system performance to identify potential issues.
- Tested new software and hardware prior to deployment.
- Offered assistance in implementing and developing training programs.
It Customer Service Representative
Altron
01.2016 - 06.2016
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Education
Grade 12 - English Home Language, Afrikaans First Additional Language, Computer applications Technology, Mathematical Literacy, Life Orientation, Geography, Life Sciences
CBC st Johns Parklands
Parklands, Cape Town 01.2013 - 12.2013
National Diploma - Information Technology (Software Development)
Central University of Technology
01.2014 - 11.2017
No Degree - IT Essentials
Cisco Networking Academy
Bloemfontein, South Africa 04.2001 -
No Degree - CCNA Routing And Switching
Cisco Networking Academy
Bloemfontein 04.2001 -
No Degree - CCNA Routing And Switching: Connecting Networks
Cisco Networking Academy
Bloemfontein, South Africa 04.2001 -
No Degree - CCNA Routing And Switching: Scaling Networks
Cisco Networking Academy
Bloemfontein, South Africa 04.2001 -
No Degree - CCNA Routing And Switching Essentials
Cisco Networking Academy
Bloemfontein, South Africa 04.2001 -
Skills
Computer Literacy (Microsoft Office Suite) Android Java C# XAML Web Development (HTML&HTML5, JavaScript) Problem-solving (Networking, Technical, Programming, Conflict resolution) Troubleshooting (Networking, Technical, Programming, Conflict resolution) Report Writing Socializing Public Speaking Communication Personal Computer Maintenance Diagnosing and Repairing Computer and Mobile Problems General Repairs or Replacements of Laptop, Cellular or Desktop Components
Teamwork and collaboration
Computer skills
Customer service
Problem-solving
Time management
Multitasking
Adaptability and flexibility
Effective communication
Attention to detail
Community relations
Professionalism
Data analysis
IT risk management
undefinedPersonal Information
- ID Number: 941201-5869-082
- Ethnicity: Black
- Date of Birth: 12/01/94
- Gender: Male
- Nationality: South African
- Marital Status: Married
Timeline
HR Manager
Malala Lodge
05.2021 - Current
Computer & IT Manager
Malala Lodge
08.2019 - Current
Lodge Manager
Malala Lodge
08.2019 - Current
Customer Relationships Officer
Malala Lodge
08.2019 - Current
IT Field Service Technician
Bytes Managed Solutions
03.2018 - 02.2020
It Customer Service Representative
Altron
01.2016 - 06.2016
National Diploma - Information Technology (Software Development)
Central University of Technology
01.2014 - 11.2017
Grade 12 - English Home Language, Afrikaans First Additional Language, Computer applications Technology, Mathematical Literacy, Life Orientation, Geography, Life Sciences
CBC st Johns Parklands
01.2013 - 12.2013
No Degree - IT Essentials
Cisco Networking Academy
04.2001 -
No Degree - CCNA Routing And Switching
Cisco Networking Academy
04.2001 -
No Degree - CCNA Routing And Switching: Connecting Networks
Cisco Networking Academy
04.2001 -
No Degree - CCNA Routing And Switching: Scaling Networks
Cisco Networking Academy
04.2001 -
No Degree - CCNA Routing And Switching Essentials
Cisco Networking Academy
04.2001 -
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