Gofaone Tagwa
IT Help Desk Officer/Quality Assurance Officer
Summary
Driven by a commitment to excellence, I leveraged my expertise in Quality Management Systems and empathetic customer focus at Botho University to significantly enhance process compliance and user satisfaction. My proactive approach in IT support and quality assurance, backed by a track record of resolving complex issues, showcases my ability to deliver impactful results.
Overview
14
14
years of professional experience
2
2
Certifications
Work History
Quality Assurance Officer/Admin Assistant
Lift and Shift Equipment Botswana
11.2023 - Current
- Evaluated suppliers'' performance based on established metrics, ensuring consistent delivery of high-quality materials.
- Performed root cause analysis to identify and resolve quality issues and defects.
- Monitored staff organization and suggested improvements to daily functionality.
- Capture customer quotations using the Sage Evolution Software.
Quality Assurance Officer
Botho University
08.2013 - 02.2018
- Monitored staff organization and suggested improvements to daily functionality.
- Conducted process and system audits to identify areas of improvement and enforce compliance with industry standards.
- Investigated customer complaints and performed corrective actions to resolve quality issues.
- Reported problems and concerns to management.
IT Help Desk Officer
Botswana Bureau Of Standards
08.2010 - 08.2011
- Improved customer satisfaction by efficiently resolving IT issues and providing timely support.
- Created user-friendly documentation for various systems and applications, facilitating ease-of-use among staff members.
- Coordinated hardware replacements/upgrades when required by working closely with procurement team.
- Enhanced end-user experience with effective communication skills and empathetic listening.
- Used ticketing systems to manage and process support actions and requests.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed and configured operating systems and applications.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Installed, configured and maintained computer systems and network connections.
Education
BSC in Computing
Botho University
Gaborone, Botswana 04.2001 -
Professional Diploma in Information Technology
NIIT
Gaborone, Botswana2008
Skills
Quality Management Systems
Technical Support
Customer Focus
Hardware and software installation
Certification
Understanding BOS ISO 9001:2015
REFEREES
- Ms Boitumelo Masoko-Team leader, Quality Assurance
Botho University
267 71626425
- Mr A Moagi-Network Administrator
Botswana Bureau of Standards
267 3903200
Timeline
Quality Assurance Officer/Admin Assistant
Lift and Shift Equipment Botswana
11.2023 - Current
Quality Assurance Officer
Botho University
08.2013 - 02.2018
IT Help Desk Officer
Botswana Bureau Of Standards
08.2010 - 08.2011
BSC in Computing
Botho University
04.2001 -
Professional Diploma in Information Technology
NIIT
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