DENNIS MAHELI

-Facilitated 24×7 alternate banking channels operations by providing L1/L2 support on alternate banking channels thereby improving customer satisfaction.

-Monitored channel applications availability and performance and took corrective actions to ensure smooth operations.

-Participated in new product rollouts, testing, documentation and operational improvement projects and complied with change Management process for banking systems.

-Ensured the following: Uptime of services being offered through banking channels as per SLA.

-Escalated branch targets by facilitating the registration of clients for mobile banking and making any necessary amendments to the accounts within the service level agreements (SLA).

-Successfully facilitated Training and onboarding of new staff through back end operation and mobile banking maintenance.

-Veting of customer documents KYS both retail at cooprate for validation of proccesing of cif's and accounts in accordance with the I& M bank as well as The central bank requirements.

• Diagnosed and traded the causes of network problems by testing the system's software and equipment.
• Routinely maintained the network's components and equipment with common updates and advanced repairs.
• Configured WAN, LAN and related equipment to achieve the desired size and performance for each network.
• Installed, repaired and updated network cables for maximum speed and performance.
• Installed and integrated new hardware and software systems into the existing infrastructure.
• Performed system upgrades and provided end-user support through remote access and troubleshoot generally improving client experience and satisfaction.

• Performed system Upgrades for software and hardware applications performed installations, repairs and preventive maintenance on computers
• Provided assistance through staff training and occasionally running reports and audits.

• 1
• Developed software solutions for a local and start-up technology company while at the University 2
• Troubleshot, maintained and supported
• LAN/WAN connectivity thereby improving office communications
• Participated in new product rollouts, testing, documentation and operational improvement projects and complied with change
• Management process for banking systems
• Effectively documented, reviewed and updated all processes and procedures related to ICT Systems
• Ensured the following: Uptime of services being offered through banking channels as per SLA
• Ensured related bugs, fixes are taken up with the vendor, and regular follow-up is being done for delivery of patches and testing after receipt of patches within specified SLA time frames
• Escalated branch targets by facilitating the registration of clients for mobile banking and making any necessary amendments to the accounts within the service level agreements (SLA)
• Successfully facilitated Training new staff through back end operation and mobile banking maintenance
• Effectively responded to and resolved help desk requests within the stipulated timelines, provides first-line IT support and when needed assists the IT Manager in manning the IT helpdesk system
• Facilitated movement and efficient working of hardware applications
• Championed performance improvement in the department by providing end-user support
• Collaboratively facilitated various IT repairs, maintenance, upgrades and other IT tasks and projects