Thabiso Siyabulela Radebe

Conceptualized, researched, planned, designed, developed, and founded a mobile app called Moja help, currently available on both iOS and Android.

• Conducted target market research to scope out industry competition and identify advantageous trends.
• Introduced new matrix organizational plan with clear roles and responsibilities to enhance processes while ensuring quality and regulatory compliance.
• Participated in high-level hiring decisions for key leadership positions, conducted senior hire interviews and nominated new board members.
• Cultivated forward-thinking, inclusive and performance-oriented business culture to lead industry in innovation and push progress.
• Stayed current with market trends to determine optimal pricing of goods and services and to capitalize on emerging opportunities.
• Directed technological improvements, reducing waste and business bottlenecks.
• Drove implementation of new market expansion to propel business forward and adapt to market changes.
• Initiated operational improvements using lean methodologies to drive efficiency and reduce costs.
• Developed innovative sales and marketing strategies to facilitate business expansion.
• Supported and supervised team of IT professionals.
• Conducted research on emerging trends within industry and capitalized on finds to develop new products, services and strategies.
• Oversaw business-wide changes to modernize procedures and organization.
• Utilized such technologies as MERN Stack, MVC, HTML5, JavaScript, Python, NoSQL, Restful API, Microservices, Postman, Gitlab, and Jetbrains IntelliJ IDE to develop new applications.
• Developed and implemented personalized client solutions using Javascript and Python programming language expertise.
• Tested applications prior to final review to verify efficient issue resolution.
• Created custom mobile applications using native (Swift) technologies.
• Led highly effective team of senior developers in mobile app creation cycle for the Android version of Moja Help.
• Devised documentation for each app, detailing operation aspects, functions, capabilities and features.
• Wrote code for DDD applications.
• Collaborated with multidisciplinary teams to layout, design, and unfold new technology features.
• Collaborated with business analyst, system analysts, and programmers regarding project capabilities and limitations to deliver optimal functionality.
• Participated in design and planning exercises for future software rollouts.
• Designed and developed application test scripts.
• Demonstrated ability to simultaneously embrace macro-level strategic decisions and micro-level implementation.
• Supported current and emerging programs through interactions with high-level customers, business partners and external vendors.
• Coordinated third-party vendors and client IT teams to seamlessly deliver effective solutions.
• Maintained high-level knowledge of current and emerging technology development and applications.
• Managed company-level architecture, platform and data configuration processes and implementation protocols.
• Developed and implemented long-term strategic technological blueprint.
• Designed enterprise-level technological blueprints and system architectures.
• Handled client inquiries with exceptional professionalism and enthusiasm.
• Collaborated with third-party vendors to implement API contacts and endpoints.

• Adjusted project plans to account for dynamic targets, staffing changes and operational specifications.
• Closely collaborated with project members to identify and quickly address problems.
• Overseeing of IT department operations and training.
• Guided organizational technology strategy and roadmaps.
• Building, and customizing technology based on staff requests.
• Conducted company-wide technology instruction, onboarding and education.
• Led technology selection and rollout, focusing on organizational planning, provider contracts and supplier service-level agreements.
• Demonstrated familiarity with latest hardware, software and networking technology, as well as industry trends.
• Communicated with executive team and CEO to maximize development efficiencies and resolve technology issues.
• Conferred with executives to advise and plan for short-term and long-term IT system upgrade needs.
• Coordinating ongoing technical training and personal development classes for my team members.
• Communicating regularly with customers concerning data exchange and technology integration.
• Delivering effective integrations of warehouse management system software applications to centrally manage tasks.
• Coordinated with management teams to plan, develop, align and execute strategies that would meet client's vision, mission and purpose.
• Analyzed architecture design, scoping, implementation, testing and deployment needs to define project requirements.
• Reviewed and assessed architecture design, implementation, testing and deployment needs to identify project requirements and costs.
• Monitored contracts and service level agreements to identify potential risks and implement mitigation actions to protect development process from unforeseen delays and costs.
• Hired and Negotiated staff contract agreements, and currently managing a team comprised of Senior Business Analyst, Senior Art Director, Senior Cloud Engineer, Systems Analyst, and Full Stack Developers.
• Oversaw purchases of required software.
• Developed project plans identifying key issues, approaches and performance metrics.

• (Pty) Ltd, www.goodhost.co.za.
• Goodhost is an online reseller hosting company specializing in domain, email and web hosting.
• Web Design & Development Services.
• Email service hosting, management, and support Key Roles:.
• Creating new customers, and management of user database.
• Registering new domains on behalf of new clients with relevant domain Registrars, .CO.ZA for local domains including .co.za, .org.za, and with ICANN for all other international domains.
• Sending of domain renewal reminders, and renewal length to clients.
• Automated monthly invoicing serving as reminder of service rental.
• Assisting new users with registration, email configurations, and web files setup.
• Providing customer care support.
• Helping clients setup their personalized emails on their local mail clients, incl.
• Microsoft Outlook, Thunderbird, as well accessing Webmail.
• Handling of email customer escalations, including both billing enquiries and technical queries, and escalating to L1 support if necessary.
• Regular website updates, including security patches, keeping content fresh and using up to date modern design techniques.
• Planning, and Decision Maker.
• Salesperson & Money Management.
• Informer & Responder.
• Liaison with hosting provider on any arising technical issues with hosting services, including server down, and other related server issues.
• Generating website statistics.
• Assist with domain & website transfer.
• Growing and managing the business.
• Established, optimized and enforced business policies to maintain consistency and high-quality standards across technological operations.
• Conducted target market research to scope out industry competition and identify advantageous trends.
• Cultivated forward-thinking, inclusive and performance-oriented business culture to lead industry in innovation and push progress.
• Stayed current with market trends to determine optimal pricing of goods and services and to capitalize on emerging opportunities.
• Evaluated project requirements and specifications and developed software applications that surpassed client expectations.
• Contributed ideas and suggestions in team meetings and delivered updates on deadlines, designs and enhancements.
• Orchestrated efficient large-scale software deployments, including testing features and correcting code.
• Discussed project progress with customers, collected feedback on different stages and directly addressed concerns.
• Contributed to project cost estimates and budgets based on assessment of client needs.
• Adjusted design parameters to boost performance and incorporate new features.
• Performed software testing to uncover bugs and troubleshoot issues prior to application launch.
• Recommended and installed upgrades and helped businesses to plan for technology to match growth.
• Created software applications in test-driven development (TDD) environment.
• Participated with clients in discussion meetings.
• Provided front-end website development using WordPress, Laravel framework and other editing software.
• Planned website development, converting mockups into usable web presence with HTML, JavaScript, AJAX and JSON coding.
• Collaborated with marketing department to determine organizational need and design pages to meet goals.
• Coded websites using HTML, CSS, JavaScript and jQuery languages.
• Pulled from PHP, SQL, JavaScript and other back-end library knowledge to bolster programming resources.
• Conducted functional testing over course of web development lifecycle.
• Employed coding practices based on commonly accepted standards to establish site layout and user interface.
• Oversaw back-end development using PHP to maintain website integrity, security and efficiency.
• Provided ongoing efficiency and security maintenance and patching on website interface to maintain viability after launch.
• Employed search engine optimization tactics to increase reach of targeted audience.
• Collaborated with Business Analyst, & Project Managers, representing web team to establish project goals, projections and milestones.
• Ran debugging tools such as Firebug and Chrome Inspector to eliminate flaws and glitches prior to publishing.
• Applied latest emerging technology, software and project application trends to update and maintain site applicability.

• Support Calls Management:.
• Provided operational support to Synergy users & ensured correct and audit compliant processes were followed.
• Escalated process deviations to appropriate management.
• Facilitated quick focus meetings with Nihilent IT Solutions, Synergy Management and Support team on every P1 issues with great impact, e.g.
• System Down.
• Analyzed support calls and prioritized incoming calls for effective routing to required support levels for timeous resolution.
• Logged, documented and enabled support for all systems user requests by adhering to P1-P3 defined call procedure.
• Applied efficient controls and governance procedures to log, manage, and close user calls.
• Provided constant updates to the user on the status of their call, throughout the development milestones.
• Facilitated daily stand-up quick meetings on the status of calls logged and any P1 issues identified with the Business Systems Team.
• System Operations:.
• Ensured effective and complete User acceptance when testing done during UAT.
• Assisted users remotely if required.
• Ensured completed calls were closed on time on a Call Management System (SMAX).
• Managed communication between Business, Support Team, and L3 Development.
• Ensured all calls sent to L3 team had a fully completed escalation document by the Business Analyst.
• Ensured Synergy system functionality contributed effectively to meeting 97% on-time delivery for Catch-Up and 99.997% On-Air availability.
• Kept an updated deployment date spreadsheet with all the calls escalated to L3.
• Analyzed all logged calls through the SMAX system, generated and designed reports using Microsoft BI.
• Knowledge Management & Training:.
• Liaised with Synergy trainer to escalate any complicated user training needs.
• Studied Synergy modules to enable broader-based user system navigation guidance.
• Actively participated in the implementation of Teams for DevOps: Synergy.
• Stakeholder Management:.
• Ensured positive business relationships are maintained with users.
• Provided support and regular feedback.
• Assessment of efficacy of stakeholder management and communication measured by 360-degree evaluation process.
• Maintained productive relationships.
• Data Analysis & Report/ Dashboard Design:.
• Ensured positive business relationships are maintained with users.
• Provided support and regular feedback.
• Mining of data from primary and secondary sources, cleaning and dissecting data to get rid of irrelevant information.
• Identifying trends and patterns in mined data sets, and identifying/ recommending new opportunities for process management.
• Assessment of efficacy of stakeholder management and communication measured by 360-degree evaluation process.
• Maintained productive relationships.
• Synthesized current business intelligence data to produce reports and polished presentations, highlighting findings and recommending changes.
• Designed and developed schema data models.
• Built library of models and reusable knowledge-base assets to produce consistent and streamlined business intelligence results.
• Compiled, evaluated and reviewed engineered data integrated to billing system.

• Carried out day-day-day duties accurately and efficiently.
• Delivered exceptional level of service to each customer by listening to concerns and answering questions.
• Conducted research, gathered information from multiple sources and presented results.
• Documented business workflows for stakeholder review.
• Identified and documented project constraints, assumptions, business impacts, risks and scope exclusions.
• Trained employees on customer management and billing software for improved data management, monitoring effectiveness and suggesting improvements.
• Coordinated statistical data analysis, design, and information flow.
• Identified and documented detailed business rules and use cases based on requirements analysis.
• Evaluated consistency and importance of different business intelligence data against needs to determine optimal courses of action.
• Participated in requirements meetings and data mapping sessions to understand business needs.
• Transformed project data requirements into project data models.
• Developed database objects, including tables, views and materialized views using SQL.
• Collaborated with vendors to locate replacement components and resolve advanced problems.
• Helped streamline repair processes and update procedures for support action consistency.
• Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
• Installed, configured, tested and maintained operating systems, application software and system management tools.
• Monitored and tested application performance to identify potential bottlenecks, develop solutions, and collaborate with developers on solution implementation.
• Wrote and maintained custom scripts to increase system efficiency and performance time.
• Investigated new and emerging software applications within broadcasting to design, select, implement and use administrative information systems effectively.
• Worked closely with customers, internal staff and other stakeholders to determine planning, implementation and integration of system-oriented projects.
• Participated in all phases of system development life cycle, from requirements analysis through system implementation.
• Checked in with employees about existing systems and preferences to optimize updates and achieve success.
• Streamlined troubleshooting processes to improve system support and enhance communication between support team and end-users.
• Provided day-to-day support to system users, educating employees on troubleshooting and problem-solving protocols.
• Created flowcharts, diagrams and other documentation.
• Configured new systems and protocols according to strict company guidelines and employee preferences.
• Completed technical reviews of existing systems and suggested updates or changes.
• Managed installation, upgrade and deployment projects and provided on-site direction for network engineers.
• Designed, developed and maintained file conversion application software to benefit end-users.
• Provided 2nd and 3rd level technical support and troubleshooting to internal and external clients.
• Handled scripting tasks for debugging and automation using Python.
• Improved and deployed existing systems including billing automation, accounting and real-time reporting and analytics capabilities.
• Configured, installed and upgraded relational databases.
• Worked closely with clients to establish specifications and system designs.
• Built, tested and deployed scalable, highly available and modular software products.
• Maintained existing applications and designed and delivered new applications.
• Contributed ideas and suggestions in team meetings and delivered updates on deadlines, designs and enhancements.
• Consulted with engineering team members to determine system loads and develop improvement plans.

• Detail-oriented and motivated to drive projects from start to finish as part of a dynamic team or working individually.
• Proficiently monitor, evaluate and enhance IT infrastructure with an emphasis on availability, scalability, reliability, security, data confidentiality and system integrity.
• Develop process improvements and other enhancements that improve operational efficiency as well as ensure data security.
• Process improvement champion with a history of implementing new procedures and technologies to enhance operational efficiency, and control costs in the Broadcasting sector.
• Effectively communicate project scope, schedule, and budget and also design/generate reports for executives.
• Support Calls Management, Synergy System Operations, Landmark Application Support, Knowledge Document Management & Training, and Stakeholder Management/ Productive Relationships.
• Providing operational support to Synergy users & ensuring correct and audit compliant processes are followed.
• Escalation process deviations to appropriate management.
• Facilitation of quick focus meetings to Nihilent IT Service Management Co., Synergy Management on P1 issues.
• Analysis of support calls, and resolving them or escalating to P1 support.
• Active participation in the implementation of Teams for DevOps: Synergy.
• Ensuring positive business relationships are maintained with Users, providing support and regular feedback.
• Providing daily after hours and weekends remote support as Standby support agent working from home.
• Data Analysis/ Dashboard Design/ Report Generation:.
• Promo Optimizer (Third Party Off the shelf Software) – Setup, Configuration, Technical Support.
• Landmark Rights & Scheduling – provided technical support to users for an off shelve scheduling system by Imagine Communications for scheduling tv schedules for DSTV channels.
• Landmark Sales – provided technical support to commercial sales dept for this advert scheduling system.
• Database Administration (Oracle, Toad) – Planning, and development of the organization’s IT strategy, enterprise model, cost/ benefit mode, design of database environment, and administration plan.
• Developed, automated, and maintained a file transfer system for daily AsRun recons.
• AsRuns were XML output files created by the system that provided all the aired adverts on tv from previous day, and automatically transferred to the Sales dept using FTPS (FileZilla) for reconciliation.
• The system consumed files dumped into an exchange folder by the TV engineering dept, and the application would perform data analysis, scrub/ clean the file, and convert into a structured csv format for the sales team to reconcile/ know how much money was made from ad flights, and which did not go on to air.
• Provided technical support for the file transfer system.
• Developed a File Conversion Application that consumed files (XML, Excel, and other) sent to Marketing dept via email or FTP by European partners (Imagine Communications) who provided Scheduling Software for tv programming.
• Again the system consumed, scrubbed, cleaned, removed international breaks from internation channel schedules, and created structured empty breaks, and generated a csv file transferred from one system to the other by means of automated file transfer protocol mechanism, and consumed by the Scheduling Application for Marketing to do programme scheduling.
• Smax – External system used for escalation department issues, logging of Application Build request.
• Facilitated application version build/ upgrades, liaison with application developers, database administrators.
• Provided application stress testing.
• Data Analysis - Data Mining, cleansing, visualization and building monitoring analytics dashboards using Microsoft BI.
• Provided Standby, remote support from home on a bi-weekly schedule, after business hours, and weekends when scheduled, with use of VPN.

• Extensive experience overseeing the development, implementation, and management of information technology systems that improve accessibility and resolve networking issues.
• Organized and timely in providing staff, departmental members, and executive management with reports on specific data findings and their impact on organizational growth and success.
• Manage process improvement projects to streamline existing system and fulfillment center functions management and operations such as patching and application deployments.
• Served as liaison to 3rd party vendors like Ocular Technologies, and Bytes Technologies and handled IVR, Control-M, NetBackup, Royal-TS, TVOD, and Billing/ Box Office Support operations.
• Provide technical support to end-users by leveraging broad-based expertise to handle problem identification, diagnosis, resolution, and escalation.
• Serve as Digital Satellite Decoder Support Specialist.
• Setting up accounts for staff, training end users on use of application, troubleshooting, and ensuring they can login.
• Facilitated batch processing ensuring billing invoices, dept collection, and debit order magtapes were run.
• Continuous monitoring, and reaction to IT operations processing schedule.
• Maintained operations by monitoring error and stoppage messages, escalating to appropriate personal for quick fix including Database Administrators.
• Generated reports from batch jobs, and distributed to end-users including Business Intelligence.
• Maintained incident logs for all monitored systems.
• Prepared and maintained operations documentation as needed.
• Performed defined tasks per documented instructions/ processes by determining sequence of operations by following production schedule.
• Tested selected products at specified stages in production process for performance characteristics or adherence to specifications.
• Investigated processes to develop maps and determine optimal improvement approaches.
• Developed automation tools to improve efficiency, eliminate waste and free up labor hours for other needs.
• Identified root causes of recurring problems to implement effective solutions.
• Identified manual processing deficiencies and instituted automation techniques, reducing manual labor and increasing/ improving workflow efficiency.
• Worked closely with test, development and requirements team members to analyze, investigate and resolve common issues.
• Researched and recommended scheduling enhancements to improve system performance.
• Reduced processing time by analyzing job schedules and implementing appropriate modifications.

• Coordinated staffing availability, and allocation of call center agents in order to achieve service level objectives.
• Monitored call volumes to ensure optimal staffing levels and achieving service level agreements.
• Facilitated real-time discussions with necessary stakeholders, making recommendations, and ensuring effective solutions are implemented.
• Assisted with integration and implementation of new call center technologies.
• Liaised with third vendors, including Ocular Technologies, and Bytes Technologies in logging escalated queries related to product malfunctioning.
• Designed and generated daily reports for making recommendations and adjustments to future staffing levels to meet/ maintain dept productivity and goals.
• Handled daily exception requests, schedule updates, responded to escalated issues and ad-hoc requests.
• Enforced staff adherence to work schedules, generated and delivered compliance reports to management at end of each shift.
• Monitored IVR (Interactive Voice Recognition) systems provided by third party vendors including; Ocular & Bytes Technologies.
• Performed analysis, trending and communication of key performance indicators and business initiatives.
• Monitored, reviewed reports and records of activities to ensure progress and stability of call center systems.
• Investigated and performed root cause analysis of complex nature and compiled execute level reporting as required.
• Supported system developers by creating system models, diagrams, and charts.
• Boosted information sharing by enhancing interfaces between computer systems.
• Investigated and addressed recurring system issues to enhance usability and improve functionality.
• Performed system analysis, documentation, testing, implementation and user support for platform transitions.
• Resolved or escalated problem tickets to resolve user issues.
• Diagnosed, troubleshot and resolved network and system problems.
• Oversaw installation of software programs and hardware systems to meet requirements.
• Monitored employee tasks, evaluating information processing and performance to gauge business functions and inefficiencies.

• Provided sales support in acquiring new Dstv customers, including opening of new accounts, and cross selling additional DSTV products such as decoder insurance.
• Tasked to build sustainable relationships through trust and open communication by always showing a willingness to help customer.
• Handled volumes of inbound calls, email escalations, and escalated P1 calls.
• Met personal/ team sales targets, and meeting SLAs.
• Handled repeat customer complaints with appropriate care, offering alternative solutions, and providing after care support by following up to ensure resolution was effective.
• Utilization of both simple and complex computer applications to handle and resolve high call volumes.
• Maintained product knowledge, documentation skills, phone etiquette and problem-solving ability.
• Team Lead and handled complex outbound calls and maintaining good customer relations.
• Handled and provided support on all billing enquiries and technical issues.
• Liaised with Real-Time Monitors on any IVR technical related Issues for speedy resolution.
• Tasked to always maintained the Average Talk Time, in order to manage call volumes in a timely manner, and reduce customer frustration.
• Constantly educated customers on self help options, like IVR, use of online resources like company website in order to reduce call center volumes and repeat calls.
• Developed and maintained courteous and effective working relationships.
• Identified issues, analyzed information and provided solutions to problems.
• Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
• Provided primary customer support to internal and external customers in fast-paced environment.
• Evaluated account and service histories to identify trends, using data to mitigate future issues.
• Educated customers on promotions to enhance sales.
• Liaised with customers, and management team to better understand customer needs and recommend appropriate solutions.
• Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

• Film Production Assistance.
• Worked with writers, camera crew, producers, and directors to draft short film/ video script, Film Budget and also arrange film shoots.
• Learned fundamentals of field shoot to become a valued assistant in prepping for optimum sound and visual quality, placing microphones, running mixers and setting up lighting.
• Communicated with department heads to help with duties around the set.
• Coordinated with clients to define project specifications, vision, scope and budget.
• Interfaced with clients to define project scopes of work, including budgets, creative vision and deliverable schedules.
• Oversaw development of company website and fielded customer questions sent electronically.

• Resolved and handled complex technical inquiries to ensure that services are provided in a professional and safe manner for VIP clients and served as Internet synchronization engineer.
• Proficiently carried out testing and troubleshooting complex operations.
• Responding promptly to customer enquiries/ escalations, acknowledging and resolving customer complaints in a timeous manner, ensuring customer satisfaction and providing after care support.
• Effective communication, and coordination with colleagues as necessary.
• Opening and maintenance of customer accounts by recording account information.
• Maintenance & support of financial accounts by processing customer request/ adjustments.
• Conducted complete annual reviews of strategic plans; used analysis, intelligence, and problem-solving to create plans which met and exceeded all performance expectations.
• Managing of large volumes of incoming calls to maintain SLA yet going an extra mile to engage customers.
• Handled product calls, and suggested solutions when a product malfunction.
• Dealt with unhappy clients, and persuaded customers to reconsider cancellations; offered alternative solutions.
• Developed and maintained courteous and effective working relationships.
• Identified issues, analyzed information and provided solutions to problems.
• Resolved problems, improved operations and provided exceptional service.
• Offered friendly and efficient service to all customers, handled challenging situations with ease.
• Actively listened to customers' requests, confirming full understanding before addressing concerns.
• Worked with diverse customers to understand needs and provide excellent service.
• Served customers in a friendly, efficient manner following outlined steps of service.
• Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.