OBEMBE DAVID RHAHOR
Application Support Analyst
Lagos
Summary
Enthusiastic application support analyst with experience in deployments, maintenance and troubleshooting applications. Passionate about technology & customer experience and eager to work to contribute to the team's success through hard work, attention to details and excellent organizational skills. Motivated to learn, grow and excel in the finance industry.
Overview
5
5
years of professional experience
11
11
years of post-secondary education
Work History
Channels Tech Support Officer
Keystone Bank Ltd
Lagos
12.2020 - Current
- Troubleshooting and resolving access channels (Mobile, USSD and Internet banking) services enrolment and transaction challenges
- Monitoring electronic access channels (Mobile, USSD and Internet banking) services and ensure all services are up and running
- Investigating and resolving issues from processing of all NIP inward & outward transactions
- Established auto-reversal system for NIP outward transactions in conjunction with solution developers.
- Script writing to help query transactions, help review productivity of services for optimization and enhancement.
- Perform trends of complaint and escalate recurring issues for permanent solution
- Investigating and resolving issues on bank’s collection platforms (Dangote, E- tranzact, Rev-pay etc.)
- Investigating and resolving all SMS/OTP alert delivery issues
- Perform regular maintenance of alert tables in conjunction with Database team
- Escalating issues requiring third level supports to development team
- Regular backup of application logs
- Working with business line personnel to support ongoing projects and improvement.
- Working flexible hours across night, weekend and holiday shifts.
- Resolving problems, improving operations and provide exceptional service.
- Actively listening to customers, handling concerns quickly and escalating major issues to supervisor.
- Actively listened to customers' requests, confirming full understanding before addressing concerns
IT Service Manager
Keystone Bank Ltd
Lagos
07.2020 - 12.2020
- Managed IT Service Desk platform
- Managed over 50 customer calls per day
- Increased percentage of successfully closed request by over 40%
- Provided timely resolution of issues
- Provided first level support of all IT issues
- Provided efficient and effective helpdesk support to Bank’s IT users
- Provided online and remote support to all branches in terms of systems availability and all IT resources
- Ensured issues are escalated to relevant units as quickly as possible
- Assign incidents logged on service tracker
- Resolution of systems related issue
- Attended to mails routed for IT service desk
- Systems support and desktop administration
- Configured, installed of system and various applications (Hardware and software support)
Business Analyst
Keystone Bank Ltd
Lagos
11.2019 - 12.2020
- Planned, executed, evaluated, and managed projects from initiation to completion based on timelines set within planned budget
- Designed, documented and presented high-quality business and technology solutions for implementation with clients
- Tracked and reported project updates to key project stakeholders, identifying key risks and issues including project milestones.
- Organized and participated in application review and walkthrough sessions
- Managed projects and risks associated with them, including setting timelines and milestones and interacting with vendors.
- Derived conceptual designs from business objectives to deliver software and applications according to specifications for usability, performance and functionality.
- Identified process inefficiencies through gap analysis and outlined sensible solutions.
- Improved business direction by prioritizing customers and implementing changes based on collected feedback.
- Assessed impact of current business processes on users and stakeholders and evaluated potential areas for improvement.
- Met with stakeholders to establish favorable business relationships and support mutually beneficial interests.
- Interacted with internal customers to understand business needs and translate into requirements and project scope
- Met with stakeholders to establish favorable business relationships and support mutually beneficial interests
Core Banking Application Support
Keystone Bank Ltd
Lagos
09.2018 - 10.2019
- Provided support for day-to-day operational support of CBA
- Provided 1st and 2nd Level support for users
- Ensured resolution of problem requests
- Ensured 97% uptime for all Core Business Applications
- Ensured CBA was up by 07:30am every business day
- Generated user and regulatory reports as requested and timely.
- Developed proper documentation of Team’s processes and procedures
- Assisted in providing weekly / Monthly status report for Unit Head, IT Operations
- Ensured timely generation of all user reports and effective distribution
- Escalated user issues for 3rd level support to Head, IT Operations/Temenos consultants
- Collaborated with other team members in providing support for Core Banking Application
- Collaborated with team members to achieve target results.
- Exceeded goals through effective task prioritization and great work ethic
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Worked flexible hours across night, weekend and holiday shifts
Training School
Keystone Banking School
Lagos
05.2018 - 08.2018
Frontline Teller
Access Bank PLC
Lagos
07.2017 - 05.2018
- Responsible for migrating customers to various alternatives channels (like card products, mobile and internet Banking) in order to increase profitability via these platforms is boosted
- Responsible for various transactions carried out at branch ranging from cash withdrawals to deposits, outbound and in-bound transfers, FX transfers, local transfers and tax payment
- Attending to over 100 customers request per day
- Involved in customer service process such as resolution of customer’s enquiries and complaints
- Involved in operation and monitoring of Automated Teller Machine (ATMs)
- Recognized needs and referred to appropriate representative or line of business for cross-sell or service opportunities.
- Established rapport with new clients to increase satisfaction and loyalty.
Education
B.Eng - Mechanical Engineering
Covenant University
Ogun, Nigeria 09.2010 - 06.2015
Secondary W.A.E.C certificate -
Command Day Secondary School
Lagos,Nigeria 09.2004 - 07.2010
Skills
Microsoft words, Microsoft PowerPoint, SQL, Microsoft Excel
undefinedTimeline
Channels Tech Support Officer
Keystone Bank Ltd
12.2020 - Current
IT Service Manager
Keystone Bank Ltd
07.2020 - 12.2020
Business Analyst
Keystone Bank Ltd
11.2019 - 12.2020
Core Banking Application Support
Keystone Bank Ltd
09.2018 - 10.2019
Training School
Keystone Banking School
05.2018 - 08.2018
Frontline Teller
Access Bank PLC
07.2017 - 05.2018
B.Eng - Mechanical Engineering
Covenant University
09.2010 - 06.2015
Secondary W.A.E.C certificate -
Command Day Secondary School
09.2004 - 07.2010
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