Kwanda Manda

Background

About Kwanda Manda

Experienced Technical Support Team Leader with a strong background in the telecommunications industry, bringing over 10 years of hands-on experience in client-facing support, technical troubleshooting, and team leadership. Proven ability to enhance customer satisfaction, drive performance, and manage high-performing support teams in fast-paced environments. Technical Expertise Includes:* Web Hosting & Control Panels: cPanel/WHM, Control Web Panel (CWP), domain/DNS management, SSL configuration.* Server Environments: Linux administration (CentOS, CloudLinux), CLI-based troubleshooting (Apache, MySQL, mail services).* WordPress: Installation, plugin/theme troubleshooting, performance optimization, security hardening.* Email Systems: Setup and configuration, deliverability troubleshooting, DNS records (MX, SPF, DKIM, DMARC).* Connectivity & Networking: ADSL, LTE/5G, Fibre Broadband, VoIP services, router and wireless configuration.* Operating Systems: Windows, macOS, Linux (desktop and server).* End-User Support: Help Desk, desktop support, remote assistance, Microsoft Office Suite.* Device Configuration: Routers, mobile devices, desktops, wireless technologies. Team Leadership & People Management: • Lead, mentor, and motivate a team of technical support agents • Conduct regular performance evaluations and manage team development plans • Address and resolve team conflicts while maintaining a positive work culture • Implement disciplinary procedures in alignment with company policies • Ensure the team meets both individual KPIs and overall departmental goals • Facilitate continuous training and upskilling to improve team performance Operational & Support Oversight: • Leave management and attendance tracking • Workforce planning to ensure optimal support coverage • Assign support tickets based on agent strengths and skill levels • Manage support queues and escalate patterns of service issues to the NOC team • Identify and resolve aging (“cold”) queries for improved turnaround times Quality Assurance & Continuous Improvement: • Monitor call and ticket quality through regular vetting and reviews • Provide constructive feedback and coaching to agents • Drive initiatives that enhance client experience and first-time resolution rates.