Osinakachi Njimogu

Hello,

I have over 10 years experience working as a service delivery and an application support specialist in the highly regulated financial service industry. The first 5 years was spent working as an L3 consultant and partner to an application OEM and the rest of my career spent as an L1/L2 application support staff in the banking industry.

While working as a consultant, I have served as a technical account manager and SPOC for various banks. My tasks included but not limited to the following:

1. As a local partner, manage the relationship between the bank's IT team, my organization and the OEM.
2. Provide L3 support for application related requests from the bank's IT team.
3. Escalate bugs and product fixes to the OEM.
4. Schedule monthly status meetings with the customer and OEM to discuss status of issues and provide update on fixes.
5. Participate in team weekly service meetings and update on relationship with the banks under my purview.
6. Update calls on the service desk portal to ensure all calls are resolved under SLA with customer satisfaction.
7. Maintain SOP documentation for processes and services under my management.
8. Carry out analysis of the bank's data to provide resolution on requests logged on the service desk portal.

As a member of the support team below were my responsibilities.
1. Ensure availability of the banking software.
2. Resolve customer (bank staff) requests within SLA.
3. Attend to customers via calls, emails and service desk portal.
4. Document frequent errors for quicker resolution in future.
5. Facilitate knowledge transfer sessions among my peers and customers in the bank.
6. Participate in audit and risk exercises.
7. Remediate audit, risk and ISO exceptions raised after the aforementioned exercises.
8. Participate in project delivery on submodules and new application implementation.
9. Be involved in the SCRUM development team as a process tester.

As a team lead, my responsibilities including the aforementioned team member roles involved:
1. Served as the application champion for the ISO 20000-1 implementation of SMS in the bank.
2. Generate report and carry out analysis for central bank regulatory requirements.
3. Create services and automation to reduce human intervention.
4. Recommend innovations for process improvement.
5. Managed allocation and resolution of tickets assigned to my team on the service desk portal.
6. Facilitated knowledge transfer sessions across the support team.
7. Supervised the release and deployment of new software, applications and services in the organization.

I believe if given the opportunity, I would be able to deliver topnotch service to the organization.

Hello,

I have over 10 years experience working as a service delivery and an application support specialist in the highly regulated financial service industry. The first 5 years was spent working as an L3 consultant and partner to an application OEM and the rest of my career spent as an L1/L2 application support staff in the banking industry.

While working as a consultant, I have served as a technical account manager and SPOC for various banks. My tasks included but not limited to the following:

1. As a local partner, manage the relationship between the bank's IT team, my organization and the OEM.
2. Provide L3 support for application related requests from the bank's IT team.
3. Escalate bugs and product fixes to the OEM.
4. Schedule monthly status meetings with the customer and OEM to discuss status of issues and provide update on fixes.
5. Participate in team weekly service meetings and update on relationship with the banks under my purview.
6. Update calls on the service desk portal to ensure all calls are resolved under SLA with customer satisfaction.
7. Maintain SOP documentation for processes and services under my management.
8. Carry out analysis of the bank's data to provide resolution on requests logged on the service desk portal.

As a member of the support team below were my responsibilities.
1. Ensure availability of the banking software.
2. Resolve customer (bank staff) requests within SLA.
3. Attend to customers via calls, emails and service desk portal.
4. Document frequent errors for quicker resolution in future.
5. Facilitate knowledge transfer sessions among my peers and customers in the bank.
6. Participate in audit and risk exercises.
7. Remediate audit, risk and ISO exceptions raised after the aforementioned exercises.
8. Participate in project delivery on submodules and new application implementation.
9. Be involved in the SCRUM development team as a process tester.

As a team lead, my responsibilities including the aforementioned team member roles involved:
1. Served as the application champion for the ISO 20000-1 implementation of SMS in the bank.
2. Generate report and carry out analysis for central bank regulatory requirements.
3. Create services and automation to reduce human intervention.
4. Recommend innovations for process improvement.
5. Managed allocation and resolution of tickets assigned to my team on the service desk portal.
6. Facilitated knowledge transfer sessions across the support team.
7. Supervised the release and deployment of new software, applications and services in the organization.

I believe if given the opportunity, I would be able to deliver topnotch service to the organization.

HIGHER NATIONAL DIPLOMA