Siyanda Masala

IT Support NQF 4 learner completing a structured learnership in September 2026, with practical workplace experience in technical support, troubleshooting, computer hardware, networking fundamentals, user support, problem solving and IT system testing. Developed hands-on experience through workplace practicals and technical labs. Now transitioning into Software Quality Assurance, with a growing portfolio in manual testing, API testing, test case design and professional bug reporting using Jira, Postman, Excel and GitHub.

IT SUPPORT LEARNERSHIP at CTU TRAINING SOLUTIONS (2025-10 – Present)

Completing an Information Technology Support NQF 4 learnership combining structured theory with workplace practical experience.

• Completed 424 hours of workplace practical training, applying IT support concepts in a professional environment.
• Applied troubleshooting and problem-solving techniques to computer-user and technical support scenarios.
• Developed practical knowledge of computer hardware configurations, preventative maintenance, environmental and workplace safety.
• Applied networking fundamentals and principles for supporting users on Local Area Networks (LANs).
• Worked with IT-system testing against given specifications, building a foundation for software quality assurance.
• Developed professional communication, teamwork, task planning and customer-service skills.
• Applied PowerShell concepts for command-line administration and automation.

Customer Support Representative at WNS — BRITISH GAS PREPAID CAMPAIGN (2022-01 – 2024-02)

• Assisted customers with account and service-related queries while following established procedures and service standards.
• Investigated customer problems, communicated solutions clearly and maintained accurate information during interactions.
• Developed strong communication, problem-solving, customer-service and documentation skills transferable to IT support and QA environments.

Information Technology Support NQF 4 in IT Support – CTU Training Solutions (2025-10 – 2026-09)