Katlego Rakau

Experienced Workforce Systems Specialist with a strong background in telecommunications and IT operations. Skilled in mobile device management, software support, project management, business analysis, and service delivery. Proven ability to manage complex systems, optimize processes, and lead cross-functional teams. Currently pursuing a Bachelor of Commerce in Information and Technology Management to further strengthen business and technical expertise.

Workforce Systems Specialist: IT Systems (IT OPS) at Netstar (Subsidiary of Altron) (2021-01 – Present)

• Administer and support Microsoft Dynamics 365 Field Service Delivery Management, improving incident resolution and system efficiency.
• Manage mobile device software/hardware support (SOTI MobiControl).
• Oversee procurement, budgeting, and cost management for IT hardware/software.
• Lead IT service delivery management, including SLA compliance, stakeholder engagement, and contract oversight.
• Provide Azure Cloud administration, storage backups, and system monitoring.
• Support workforce systems (onboarding/offboarding, super user admin).
• Project consultant for D365 and mobile device management initiatives.

Operations Specialist - Business Technology & Services at Telkom SA (Consumer Business Unit) (2018-01 – 2020-12)

• Delivered customer service and call centre technology support for Mobile and Fixed-Line (UIP, IVR, ACD, CTI).
• Conducted business process analysis and implemented improvement plans.
• Managed outsourced services (Aegis, WNS Global Services).
• Oversaw SLA/KPI reporting and call centre performance monitoring.
• Led service improvement projects and handled ICASA national customer care escalations.

Technical Officer at Openserve (Data Commercial) (2007-01 – 2018-12)

• Managed wholesale services, contracts, and order management systems.
• Provided technical support for Metro Ethernet, ADSL, Diginet, and FTTX.
• Led fibre fault maintenance and network failure resolution.
• Oversaw SLA compliance and acted as interim manager.

Desktop Technical Support at Dimension Data (2006-01 – 2006-12)

• Configuration & troubleshooting

Bachelor of Commerce in Information and Technology Management (NQF 7) – MANCOSA (2025-01 – 2027-12)

Advanced Business Analysis in NQF 6 – FACULTY TRAINING INSTITUTE (2021-01 – 2022-12)

Practical Project Management in NQF 6 – UNIVERSITY OF SOUTH AFRICA (2018-01 – 2018-12)

MCSE & A+ & N+ – VARSITY COLLEGE (2004-01 – 2005-12)