TSHIAMO MALEKE
Operations Manger
Gauteng
Summary
Dynamic and solutions-driven professional with a strong foundation in customer service, communication, and technical support. Demonstrates exceptional multitasking and time management skills, effectively engaging clients to drive sales strategy and achieve targets. Adept at training development and client engagement, with a focus on delivering excellent customer experiences. Career aspirations include leveraging technical aptitude to enhance client satisfaction and business growth.
Overview
22
22
years of professional experience
2024
2024
years of post-secondary education
Work History
Field Service Technician
Basarwa Solutions {Self Employed}
12.2024 - Current
- Completed partial or full dismantling of equipment to quickly repair or replace defective components and restore functionality.
- Managed on-site and off-site installation, repair, maintenance, and test tasks.
- Installed new equipment and explained operation and routine maintenance protocols to customers.
- Optimized equipment functionality by performing routine calibration and adjustments to meet manufacturer specifications.
- Increased customer satisfaction by providing prompt and efficient on-site support for technical issues.
- Improved equipment uptime by conducting regular preventive maintenance and timely repairs.
- Facilitated smooth installations, ensuring proper setup and configuration of new equipment at customer sites.
- Reduced downtime with proactive identification of potential issues during regular site visits and routine inspections.
- Established positive customer relationships by providing punctual, cost-effective solutions.
- Provided hands-on training to junior technicians, fostering a culture of continuous improvement within the team.
- Followed safety procedures to avoid injuries in field.
- Developed and implemented customized service plans to meet customer needs.
- Minimized operational costs through efficient inventory management of spare parts and tools needed for field service activities.
Business Development Pre / Post Sales
KONICA MINOLTA SA
06.2024 - 12.2025
- My main role is to grow the commercial business by leveraging my sales and technical expertise and build a sustainable business model.
- Achieve revenue and profitability goals within appropriate client relationship.
- Continually demonstrate value to clients to ensure client satisfaction and retention.
- Be the technical bridge between the Franchises sales teams, prospects and customers.
- Present and train on Enterprise Content Management Solutions solve real business problems.
- Conduct and facilitate POCs to demonstrate Konica Minolta's value and share knowledge with my colleagues.
- Coordinating marketing activities, monitoring sales processes to ensure targets are and developing contingency plans to improve.
- Work to optimize sales processes, build trusting relationships with both internal and external stakeholders and conduct on-site analyses to design client-specific solutions.
- Solve complex business problems via cloud-base ECM solutions and API Integrations, working with Ysoft, M-files etc.
- Continuously improving skillset.
- Serve as the primary point of contact to ensure clients success, identify and target potential cross-selling within the existing client base.
Operations and Technical Resource Manager
IOCO.TECH
07.2021 - 06.2023
- Responsible for managing national technical teams, vendors to deliver excellent and day to day running of the department.
- Ensuring cost-effective customer service.
- Oversaw daily department tasks, including warehouse management, human resource allocation, customer escalations, and stakeholder engagement.
- Responsibilities included managing vendor technical support to ensure adherence to service agreements, reporting on vendor activity, and controlling costs.
- Managed the help desk, ensuring all incident requests were logged and dispatched in a timely manner.
- Designing SOP, managing escalated technical calls to ensure they were resolved and provided detailed guidance and training to maintenance teams.
- Manage and control products in their portfolio.
- Evaluation of the product, monitor in-field product, statistics and technicians.
- Receipt and distribution of manuals and documentation to configuration centre.
- Organize and maintain of internal training equipment including sourcing and replacement.
- Present product training course to field service representative, authorized service dealers and achieve annual training targets.
- Prepare assessment for field team and service dealers.
- Provide field team and service dealer's technical product support this including: telephone support, email support and specialized technical assistance.
- Establish and continual of operational processes for all services.
- Alignment of all operation processes with customers and service providers to ensure optimal business process is achieved.
- Ensuring that management information is distributed as needed for supporting service Billing, toner status, service desk etc.
Implementation Consultant / Certified Technical Trainer
EOH
12.2017 - 06.2021
- Problem-Solving - To listen and probe user problems, to accurately interpret cause and to resolve problem by following correct technical routines.
- Adhere to ITIL Change Management.
- Installation, and maintenance of client print server environments.
- Application and Billing support.
- Implement Projects, and compressive hand overs to operations.
- Ensure good time management practices and feedback.
- Compile standard operating procedures, Training of operational staff, managing new projects.
- Repeat Calls - To limit the number of recurring calls.
- User Satisfaction - To ensure that the user is satisfied with the service provision.
- Meet SLA Requirements - To repair identified problems to meet average contractual SLA requirements.
- Remote or Telephonic Resolution - To maximize remote resolution to minimize site visits.
- Call Updating - To ensure that all calls are updated with meaningful comments and correct asset details.
- Travel Times/ Mileage - To ensure that all km's and travel times are correctly inputted.
- Asset input - To ensure that all assets are correctly entered in the system.
- Dockets - To ensure that all dockets are sent after 24hours of call completion.
- Documentation - To ensure that all forms required for processing are submitted on time - Expense claims/Leave/Standby/all other documentation.
- Training - To ensure that training is completed during required deadlines for Cerberus.
Senior Technician Specialist Lead, Field Services
DATACENTRIX
05.2009 - 12.2017
- Manage and control products in their portfolio, Product Training Support and Updates.
- Manage and control products in their portfolio.
- Evaluation of the product, monitor in-field product, statistics and technicians.
- Receipt and distribution of manuals and documentation to configuration centre.
- Ensure all products to portfolio situated in Technology are kept in working condition.
- Product Training, receive training from supplier, prepare Training Schedule, Schedule Training roster and update products and develop and conduct training courses and keep training room cleanliness, security etc.
- Responsible for product under evaluation - booking out and return.
- Carry out Hotline and Standby duties and resolve all escalations.
- Ensure bulletins and statistics are sent to relevant parties.
- Managing and execution of projects in the Sub-Sahara regions, ensuring that budget and SLA are met.
Vendor Manager
HP
03.2007 - 02.2009
- Provided technical support and information to customers and third-party vendors.
- Logging on-site calls and troubleshooting, resolving problems according to policies, and following up on calls.
- Managed incident analysis and handled customer technical problems to ensure service levels are met.
- Dealt with requests for defective parts and devices, ensured callbacks were informative, and proactively monitored all customer sites connected to remote monitoring.
- Keep a record of all calls and manage all escalations to the correct departments.
- Manage and Co-Ordinator all third-party and escalations, meeting SLA.
- Directed daily operations to achieve maximum efficiency and productivity.
- Developed strategies to maintain required stock levels at minimum cost.
Junior Support Engineer
End-2-End Solutions
11.2006 - 12.2007
- To check all the connections that already exists on the network.
- To keep the Service Manager and Technical Manager informed on problems relating to your job, either technical or customer, and to maintain an awareness of all the customer's needs.
- Ensure the drivers are correctly installed, as well as updated Correctly.
- Repair and service all equipment in the field.
- Ensure the customer is satisfied with the overall workings of the machine.
- Ensure that the Service Controller is given accurate information relating to a service call and the basic running of the department.
- To complete all necessary paperwork relating to your job and to ensure that it is presented in a decent manner and on time.
- It was my responsibility to contact the service Co-Ordinator to log off all outstanding work and follow up with all third-party vendors.
Customer Service Executive
MTN SA
01.2004 - 09.2006
- Managed incoming calls and resolved network queries, including handset support, voucher loading, and blacklisting.
- Managed line suspensions, provided data support, and assisted with SIM swaps.
- Responsible for adhering to the work schedule, keeping an eye on average handling time, and training new staff.
- Provided product knowledge and quality service to customers within average handling time.
- Maintained excellent customer satisfaction by offering friendly, helpful and informative customer service.
- Followed-up on customer interactions to provide further support.
- Managed time effectively to handle multiple customer queries simultaneously without compromising service quality.
- Followed company regulations, policies and processes.
- Maintained working knowledge of available products and services for enhanced customer service.
- Attended to incoming enquiries within target timeframes.
Education
Grade A
PSIRA
01.2026
Operation Management - Operations Management, Design, Planning and control, Stock Control, Project Management, Operations Management Strategy
Wits Business School
06.2025
Diploma Technology Management -
Udemy
Train the Train -
Udemy
Product Management -
Udemy
Call Centre Agent -
Damelin College
Electronic Vehicle Diagnostics
On Board Diagnosis South Africa
01.2018
N3 - Business English, Applied Accounting, Business Economics and Legal environment, Office Practice, Computer Studies, Small Business Management and Entrepreneurship
Alberton College EWC
References
- Mr. Eddie Malan, Group Contracts Manager at Multi-Choice, 0824782165
- Mr. Michael Archer, Manager at IOCO.TECH, 0726103535
- Mr. Morne Niemand, Technical Manager at Datacentrix, 0798134459
- Mr. Tai Jirira, National Sales Manager at Konica Minolta SA, 0631383202
Timeline
Field Service Technician
Basarwa Solutions {Self Employed}
12.2024 - Current
Business Development Pre / Post Sales
KONICA MINOLTA SA
06.2024 - 12.2025
Operations and Technical Resource Manager
IOCO.TECH
07.2021 - 06.2023
Implementation Consultant / Certified Technical Trainer
EOH
12.2017 - 06.2021
Senior Technician Specialist Lead, Field Services
DATACENTRIX
05.2009 - 12.2017
Vendor Manager
HP
03.2007 - 02.2009
Junior Support Engineer
End-2-End Solutions
11.2006 - 12.2007
Customer Service Executive
MTN SA
01.2004 - 09.2006
Diploma Technology Management -
Udemy
Train the Train -
Udemy
Product Management -
Udemy
Call Centre Agent -
Damelin College
N3 - Business English, Applied Accounting, Business Economics and Legal environment, Office Practice, Computer Studies, Small Business Management and Entrepreneurship
Alberton College EWC
Grade A
PSIRA
Operation Management - Operations Management, Design, Planning and control, Stock Control, Project Management, Operations Management Strategy
Wits Business School
Electronic Vehicle Diagnostics
On Board Diagnosis South Africa