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CHARLES MOLEFE

@charlesmolefe

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Technical Support Manager focused on Lean/Six Sigma service delivery improvements and customer satisfaction.

South Africa

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What I'm looking for

I’m looking for a role where I can lead technical support teams and continuously improve IT service delivery using Lean/Six Sigma—reducing failures, speeding resolution, and raising customer satisfaction through measurable process optimization.

I’m a Technical Support Manager with over 10 years of IT process engineering experience, driven by a clear goal: streamline operations, improve service delivery, and reduce failure points. I solve persistent technical and workflow issues while strengthening how support teams operate day to day—so service actually holds up under pressure.

In my current role at Innovation Hub Group (01/2019 - Present, Johannesburg, South Africa), I provide leadership, guidance, and mentorship to technical support specialists while developing strategic plans aligned to organizational goals. I focus on continuous improvement—introducing Lean principles, analyzing workflows to identify bottlenecks, and implementing targeted process improvements that improved delivery by over 35%, reduced poor service deliver and time on tasks by 30%, and improved response times and customer satisfaction ratings.

Earlier experience across helpdesk and support environments sharpened my hands-on troubleshooting and service execution: I handled ticket management within agreed SLAs, provided remote desktop support, and supported end-users through phone, email, and in-person channels. I also bring Lean and Six Sigma methodologies into practical outcomes—automated workflows, standardized procedures, and waste elimination—so support is faster, more consistent, and measurable from first contact to resolution.

Experience

Work history, roles, and key accomplishments

Current

Technical Support Manager

Current

Innovation Hub Group

Jan 2019 - Present (7 years 4 months)

Led end-to-end ICT service delivery and implemented Lean/Six Sigma improvements, increasing delivery performance by over 35% and reducing time on tasks by 30%. Provided team leadership and introduced standardized, automated workflows to reduce poor service delivery while improving response times and customer satisfaction.

Lean Six Sigma IT Service Delivery Workflow Automation Standard Operating Procedures Team Leadership Mentorship

Helpdesk IT Support

Afrihost

Dec 2016 - Dec 2018 (2 years)

Troubleshot hardware, software, and network issues and supported telecommunications services including VoIP, mobile device management (MDM), and billing systems. Managed account/financial transactions for a portfolio worth over R2 million annually while providing end-user technical assistance to maintain customer satisfaction.

Technical Troubleshooting VoIP Support Mobile Device Management (MDM)Microsoft 365 Administration Accounts Administration Financial Record Keeping

Helpdesk IT Support

National Movement of Rural Women

Jan 2014 - Nov 2016 (2 years 10 months)

Provided helpdesk support by troubleshooting endpoint and network issues, logging and prioritizing tickets by urgency and impact within SLAs. Delivered remote desktop support, contributed to system upgrades/deployments, and conducted user training to reduce recurring issues.

Ticketing Systems Remote Support User Training Windows Support

Data Engineering Intern

Morai Telecoms

Jan 2011 - Dec 2013 (2 years 11 months)

Supported video/streaming operations for an IPTV environment, managing a Video On Demand library exceeding 5,000 titles. Worked with video content storage and monitoring tooling as part of ongoing platform operations.

Video Management IPTV Support Cisco Video Scape Content Operations

Hewlett Packard Demo Controller

Digital Planet

Jan 2008 - Dec 2010 (2 years 11 months)

Optimized inventory and supply chain operations using just-in-time (JIT) practices, reducing inventory holding costs by 20% and improving stock accuracy to 99.5%. Improved lead times by 30%, order fulfillment by 25%, maintained 98% customer satisfaction, and reduced returns/exchange complaints by 35% while ensuring 95% of end-of-life laptops were recycled or repurposed.

Inventory Management Just In Time Supply Chain Optimization Customer Satisfaction Recycling Repurposing Coordination

Education

Degrees, certifications, and relevant coursework

University of South Africa (UNISA)

Bachelor of Arts (Incomplete), Psychology and Communications

2005 - 2007

Studied toward a Bachelor of Arts in Psychology and Communications at UNISA, but the degree was not completed.

CompTIA

CompTIA A+, IT Support (Hardware, Networking & Security)

2015 -

Completed the CompTIA A+ certification covering IT hardware, software, networking, and security. Trained in troubleshooting desktops, laptops, and mobile devices and configuring operating systems and networking concepts.

cPanel University

WHM Administrator (cPanel), Web Hosting Administration (WHM/cPanel)

2016 -

Completed WHM Administrator training focused on managing WHM and cPanel for web hosting environments. Covered server administration and technologies such as Apache, PHP, MySQL, and DNS, including security and uptime practices.