TUFELO MINENHLE MADLALA

Diploma in IT Graduate | Software Developer | Technical Support Specialist

Estcourt, ZA.

About

Highly motivated Diploma in IT (NQF Level 6) graduate and current BSc student with over four years of dynamic experience spanning software development, technical support, and team leadership. Proven ability to deliver customer-focused solutions, troubleshoot complex technical issues, and manage escalations, evidenced by successful project contributions and leadership roles. A Discovery GradHack 2026 Finalist and Nestlé Future Talent Bursary Recipient, passionate about leveraging technology for innovation and problem-solving to drive exceptional customer and operational outcomes in IT support, software development, or graduate programs.

Work

Osizweni Air

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Junior IT Support / Developer (WIL)

N/A, N/A, South Africa

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Summary

Contributed to internal software development and provided critical IT support, enhancing system functionality and user experience for Osizweni Air.

Highlights

Contributed to the development and enhancement of internal software solutions, improving system functionality and user experience.

Provided comprehensive technical support and troubleshooting to users, efficiently resolving diverse IT issues to minimize downtime.

Managed and maintained company systems and applications, ensuring optimal performance and reliability across the organization.

Assisted in documentation and testing phases of software development projects, contributing to robust and well-supported applications.

Ignition BPO

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Technical / Customer Support Agent

N/A, N/A, South Africa

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Summary

Delivered exceptional multi-channel customer support and resolved technical issues, consistently maintaining high satisfaction standards for Ignition BPO clients.

Highlights

Provided front-line technical and customer support across phone and digital channels, effectively resolving a high volume of inquiries.

Successfully resolved a wide range of technical and service-related issues, enhancing customer satisfaction and retention.

Efficiently logged and managed incidents using support systems, ensuring accurate tracking and timely resolution of customer concerns.

Expertly escalated complex issues to specialized teams, facilitating swift resolution and minimizing service disruption.

CCI South Africa

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Campaign Escalations Officer / Team Supervisor

N/A, N/A, South Africa

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Summary

Led a customer service team and managed high-priority escalations, ensuring operational efficiency and superior service delivery at CCI South Africa.

Highlights

Managed and resolved critical campaign escalations, significantly improving customer satisfaction and maintaining service continuity.

Supervised and mentored a team of 10+ agents, enhancing operational efficiency and improving team performance against KPIs.

Monitored and analyzed team performance metrics (KPIs/SLAs), implementing targeted coaching strategies to achieve service excellence.

Collaborated with management to address operational challenges, contributing to process improvements that enhanced overall service delivery.

Education

Not Specified

N/A, N/A, South Africa
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Bachelor of Science (BSc) Software Engineering

Courses

Software Development

Systems Analysis

Information Systems

Database Management

Software Engineering

Richfield Graduate Institute of Technology

Musgrave Campus, N/A, South Africa
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Diploma (NQF Level 6) Information Technology

Courses

Work Integrated Learning - 83%

IT Project Management - 73%

Management Information Systems - 70%

IT Project - 68%

Programming 632 - 65%

Operating Systems - 63%

Software Engineering - 61%

Awards

Discovery GradHack 2026 Participant – AI for Safer Communities

Discovery

Recognized as a participant in the prestigious Discovery GradHack 2026, focused on developing innovative AI solutions for safer communities.

Nestlé Future Talent Bursary Recipient

Nestlé

Awarded a competitive bursary by Nestlé, acknowledging academic potential and future talent in the technology sector.

Languages

English

isiZulu

Certificates

AWS Certified Cloud Practitioner (In Progress)

Amazon Web Services

Skills

Customer Support

Customer Engagement, Complaint Resolution, Escalation Management, Call Handling, Professional Communication, Active Listening, Service Delivery, Client Relationship Management.

Technical Support

Troubleshooting, Incident Resolution, Software Support, Hardware Support, Application Support, Ticket Management, System Monitoring, User Support.

Software Development

Object-Oriented Programming, Full SDLC, API Integration, Mobile Development, Web Development, Debugging & Testing, Database Design.

Leadership Skills

Team Leadership, Team Supervision, Coaching & Mentoring.

Soft Skills

Time Management, Problem Solving, Adaptability, Stakeholder Communication.

Programming Languages

C#, Java, Dart, Flutter, Python, C++, PHP, JavaScript, TypeScript.

Frameworks & Technologies

.NET, Flutter, React, Vite, REST APIs.

Databases

MySQL, SQL, XAMPP, Neon (PostgreSQL).

Cloud & DevOps

AWS (Cloud Practitioner In Progress), EC2, S3, IAM, Vercel.

Tools

Git & GitHub, Visual Studio, VS Code, Notepad++, CodeBase, Pycharm, Microsoft Office Suite.

Projects

FarmShield AI (Discovery GradHack 2026 Finalist)

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Summary

An AI-powered agricultural mobile application designed to assist farmers with smart crop recommendations, agricultural insights, risk management support, and data-driven decision making.

DepVis – C# Dependency Visualizer

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Summary

A desktop application that analyzes software codebases and visualizes dependencies between components, featuring dependency mapping, legacy system analysis, graph-based visualization, and code structure insights.

IT Support Ticket System

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Summary

A helpdesk platform designed for efficient incident and support management.

Client-Server Chat Application

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Summary

A real-time communication system developed using Java Sockets.

E-Hailing Bicycle Management System

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Summary

A management system for an e-hailing bicycle service, developed in Java.

Manufacturing System

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Summary

A manufacturing system developed using C++.

Library Management System

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Summary

A library management system developed using C++.

Student Grade Tracker

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Summary

An academic project developed in Java to track student grades.

Osizweni Air Company Website

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Summary

A company website for Osizweni Air developed using HTML, CSS, and JavaScript.