Experience

Calero

• United States
• IT Services and IT Consulting
• 400 - 500 Employee

• Application Support Specialist

  • May 2023 - Present

  Service inbound and outbound customer inquiries in an omni-channel service centre, ensuring all customer interactions are appropriately classified and documented. Duplicate, document, and escalate any support ticket. Provides moderate-skilled technology support for new log-in creation, account modification, log-in deletions, and password resets. Review and update issues, utilize knowledge bases and wiki pages to support any ticket. Complete database restoration, upgrades, and patching. Support customers worldwide in a 24/7 environment, as well as provide after-hours support dependent on demand. Show less



First Bank of Nigeria Ltd.

• Financial Services
• 700 & Above Employee

• Information Technology Support Analyst

  • Jul 2018 - Present

  Managing and Administration of the Bank's Front-End processor (Postilion) to ensure high availability Ensuring optimal network connectivity between the FEP and all connecting systems (ATMs, CBA, etc.) Ensuring servers replication to DR site are up-to-date and highly available Transactions monitoring, routing, and investigation, troubleshooting and simulation to resolve issues Configured trend and alerts for proactive monitoring of servers Managing the switching infrastructure test environments and all test servers Management of FirstBank Instant Pin and Mastercard secure Management System Solution Support and Administration of Postilion Services Support of Bank's Card Management System (Postcard) Support of Bank's Postilion Post office Electronic Business Project Implementation for Firstbank and Subsidiary Card production - Extraction of card file, card job execution on postcard and upload of the output to perso company for the physical card production on Postilion test environment Work with in-house developers on new implementation and resolution of issues raised by users Carried out UATs and deployment of patches and fixes on Test and Production environment Provided daily, weekly, monthly, and quarterly reports for E-Business, Cards, and E-settlement units Minimised system failures by defining and executing preventative maintenance schedules. Improved organisational operations, conducting IT control testing to evaluate efficiency of control systems. Reduced issue resolution times by creating support technical documentation and knowledge base articles. Worked with project teams to guarantee solutions developed met acceptance criteria. Facilitated timely resolution of complex IT issues by managing escalation to third line support teams. Troubleshot tickets, making accurate decisions to achieve 99% first-call resolution. Maintained high feedback ratings through enhanced customer service. Monitored newly implemented projects and technologies to expand business scope. Show less



Fidelity Bank PLC

• Nigeria
• Financial Services
• 700 & Above Employee

• E-BANKING TECHNOLOGY, FEP Service at Fidelity Bank PLC

  • Jun 2017 - Jul 2019

  • Liaising with key stakeholders in the application/technology framework such as IS Control, Operations, IT Security, System Administration and Application Support. Design, development and implementation of new product ideas on Postilion. Implementation of product amendment/changes as may be required on Postilion from time to time. • Responsible for ensuring that the e-channels (ATMs and other internet facing applications are updated with new developments, upgrades, controls at all times in order to keep the Bank competitive with 100% availability. • Cards management systems support and administration Vendor management Resolution of Cards (Debit, Prepaid and Virtual) Issues, Support and troubleshooting, Report generation and analysis like EOM, Daily Branch-wise and Ebanking operations reports etc. • Ensuring 99.9% uptime of Postilion (Switch) and Card management portal (Expad), FEP administration, enhancement and support Cards systems performance tuning Systems daily and weekly backup and maintenance. • General support on applications and infrastructure like Internet Banking, Mobile Banking, ATMs, Cards Management system, Postilion, PostOffice, Postcard, Payments and Collections, POS. • Troubleshooting /Resolution of users/customers challenges. • Resolution/Documentation of issues such as customer requests/problems. • Understudy and understand business being supported by working closely with the Card Operations and E-Business • Interface with vendors offering third party e-banking product/services for support and implementation. • Linking of all Terminal ID in both ATMs and POS at branch for (Nigeria and Affiliates) • Ensure application uptime and liaising with vendor for support challenges and application enhancement • Resolution of users challenges , ensuring 24/7 availability of all application to the users • Writing of Queries for transaction distributions and troubleshooting • Optimization and Resource management of Servers in Real-time Show less



Fidelity Bank PLC

• Nigeria
• Financial Services
• 700 & Above Employee

• E-BANKING TECHNOLOGY, POS SUPPORT

  • Jun 2015 - Mar 2017

   Provide Bank wide support for POS transactions and other E-banking Services.  Follow up on external e-service providers e.g. NIBSS, PTSA, PTSP and e-sales for all related electronic channels transactions.  Generate POS reports for merchants  Take Inventories of all received and deployed POS terminals  Send POS terminal request for Merchant to CTMS and PSTP’s  Bank wide POS Deployment  End-to-End follow up on POS request, process and deployment status  Provide technical support for POS and other E-banking Services to ensure minimal or no downtime in transaction processing on all electronic channels.  Ensure POS requests are treated and resolved within agreed SLA.  Ensure high level of customer service satisfaction from services provided by the team. Show less



UBA Group

• Nigeria
• Banking
• 700 & Above Employee

• E-Commerce and POS Terminal Business Support / IT Channels/Branch & ATM Support

  • Nov 2013 - Jun 2015

   Ensure proper management and resolution of Network problems.  Prompt resolution of Microsoft related issues.  Resolve Users problems on Network, Banking Software, and Desktop applications, Hardware, LAN and Operating Systems.  Record, track, escalate and update calls through Client Services problem tracking system, direct clients to appropriate self-support tools or resources.  Perform remedial repair and preventative Maintenance. Perform hardware installation, de-installation, and relocation.  Perform user data and application recovery.  Customize desktop hardware and software to comply with organizational standards.  Use diagnostic tools to troubleshoot basic hardware and Network problems.  Serve as a technical resource by introducing new ideas, ways of resolving issues within shorter intervals.  Role involves providing technical and logistic support to merchants on POS terminal usage.  Technical assistance with settlement of POS transactions by liaising between UBA, the merchants and the Nigerian Interbank Settlement System (NIBSS).  Real time provision of feedback to UBA in terms of new POS deployment by competitor banks in order to keep UBA ahead of the competition.  Provide Bank wide support for POS transactions and other E-banking Services.  Follow up on external e-service providers e.g. NIBSS, PTSA, PTSP and e-sales for all related electronic channels transactions.  Generate POS reports for merchants  Take Inventories of all received and deployed POS terminals  Send POS terminal request for Merchant to CTMS and PSTP’s  Bank wide POS Deployment  End-to-End follow up on POS request, process and deployment status  Provide technical support for POS and other E-banking Services to ensure minimal or no downtime in transaction processing on all electronic channels.  Ensure POS requests are treated and resolved within agreed SLA.  Ensure high level of customer service satisfaction from services provided by the team. Show less



ICT

• Information Services
• 700 & Above Employee

• ict

  • 2010 - 2013