Thendo Masindi

Thendo Masindi 4536 Midrand Village, Clayville 1632 |-|- Profile I am an experienced and enthusiastic professional with 9 years of experience in delivering Training to identify human performance issues and design and deliver relevant training interventions to bring about the necessary human behavioural changes required to reach the goals of the business function also, to ensure new employees understand Learning & development policies, processes and operations to effectively deliver to the needs of the business and thereby exceeding client expectation. My background lies in creating, developing, and implementing blended learning training programs and materials to facilitate participants’ education and knowledge. With my ability to assess learning needs and capture training requirements, I excel at delivering powerful learning tools while effectively driving program analyses and modifications to better meet learners’ needs. Additionally, my experience in managing daily operational and staff leadership responsibilities positions me to excel in this role. I am confident that I would significantly contribute to the success of your company’s objectives. Experience IT SYSTEM TRAINING CONSULTANT | RUBI BLUE | 18 OCTOBER 2021 TO CURRENT Purpose: To deliver high quality training interventions, to facilitate the optimal use of our products, across clients, products and locations. 1. Training Design and Delivery • Conduct an in-depth needs analysis to gain an understanding of the client’s business operation to • • • • • accurately identify the client’s requirements. The design and development of quality training material that close the client’s needs gap to ensure that the content and delivery reflect the appropriate outcomes to meet the client’s requirements. The professional planning and delivery of appropriate, professional training interventions facilitated to address the client’s skills gaps. The effective evaluation of training delivered to assess the degree to which the client’s skills gap have been addressed, and detailed record keeping of training initiatives. Keeping abreast with changes and updates to company's product and services; and of training methodologies. Collaborates with other departments to resolve problems, facilitate solutions and enhance customer service delivery. 2. Customer Telephonic Support • Provide a timely response to all Client Support Incidents (CSI) and alerts. • Provide first line technical support to clients via telephone and/or email correspondence/other communication applications i.e. TeamViewer to resolve CSI raised. • Ensure all CSI are logged on the relevant system with full detail. • Perform basic root because analysis through unpacking CSI’s logged and systems testing. • Effectively refer CSI’s to the relevant technical team with, all the relevant detail so that the client does not have to repeat themselves. • Notify clients of issues identified and remediation status on a continuous basis until the incident is closed out TECHNICAL TRAINER | GIJIMA | SEP 2019 - 15 OCTOBER 2021 • Plan, develop, and coordinate our in-house training programs for the Gijima employees. • Obtains information needed to prepare training programs; prepares and develops training materials; develops course content; and coordinates the development of training aids. • Conducts training sessions, and develops criteria for evaluating effectiveness of training activities and also arrange refresher training to service desk agents • Provide training to employees through various mediums, including live and virtual classrooms and independent study. • Continuously update and revise the training program and lesson plans as new customers/programs/requirements are introduced. TECHNICAL TRAINER| TSYSTEMS| APRIL 2017 – 31 AUGUST 2020 • Purpose: Provide training to employees through various mediums, including live and virtual classrooms and independent study. Continuously update and revise the training program and lesson plans as new. LEARNING & DEVELOPMENT COORDINATOR | T-SYSTEMS | 02 MARCH 2015 – MARCH 2017 • Purpose: To ensure employees understand Learning & development policies, processes and operations to effectively deliver to the needs of the business and thereby exceeding client expectation Education National Diploma in Human Resources Management ITIL Foundation 4 Certified ITIL 4 Specialist: Drive Stakeholder Value Certified ITIL 4 Specialist: Create Deliver Support Certified ITIL v3 Foundation Certified Train the Trainer Registered Assessor Registered Moderator Registered Facilitator Registered Skills Development Facilitator Skills & Abilities · Project management · Service-focused · Strong decision maker · Complex problem solver · SAP event modules · eLearning · Creative design · Experienced in most restaurant positions. · Innovative · Fun and energetic