• Provide timely and effective support to end-users, addressing their queries and issues related to the application.• Troubleshoot problems, guiding users through step-by-step solutions, and ensuring a positive user experience.• Analyze reported issues, identify root causes, and implement solutions or workarounds.• Collaborate with development teams to escalate and resolve complex technical issues.• Create and maintain comprehensive documentation related to application functionality, known issues, and troubleshooting procedures.• Document resolutions to common problems for reference and training purposes.• Conduct training sessions for end-users to ensure they are proficient in using the application.• Assist in the onboarding process for new users, providing guidance and support as needed.• Coordinate and assist in the implementation of software updates, patches, and version upgrades.• Test new releases to ensure compatibility and identify potential issues before deployment.• Monitor application performance and proactively identify areas for optimization.• Collaborate with development teams to address performance-related issues and improve overall system efficiency.• Maintain clear and regular communication with end-users, development teams, and other stakeholders.• Provide status updates on ongoing issues, resolutions, and upcoming changes.• Participate in incident management processes, ensuring timely resolution of critical issues.• Contribute to post-incident reports and analysis to prevent similar issues in the future.• Collaborate with quality assurance teams to perform testing on new features or updates.• Ensure that all changes meet quality standards and do not introduce new issues.• Work to ensure that the application complies with security standards and policies.• Collaborate with security teams to address and resolve any security-related issues.

• Provided prompt and effective Level 1 help desk support to end-users, ensuring swift resolution of technical issues and high user satisfaction. • Demonstrated proficiency in supporting Windows 10/11, troubleshooting operating system-related • Effectively supported Microsoft Office and Office 365 applications, enhancing user productivity and collaboration. • Successfully transformed business requirements and research into delivery solutions, effectively addressing various business challenges, thus significantly improving business processes. • Demonstrated excellence in building and testing applications rigorously, ensuring they meet performance goals, and creating defect-free programming. • Proficiently managed systems administration tasks, including monitoring, configuration, backup, authentication, and tuning, contributing to smooth IT operations. • Created and maintained quality code, supported testing cycles and post-production deployment, and actively participated in peer code reviews, thus promoting efficient code maintenance. • Actively contributed to project plans, estimations, and status updates, playing a vital role in project success. • Consistently identified and addressed issues by developing and maintaining effective processes, resulting in improved system stability and user satisfaction. • Configured and developed custom components in collaboration with technology partners, such as analysts, developers, and designers, to meet specific project requirements and goals. • Ensured applications are free of common coding vulnerabilities and followed standard security practices, guaranteeing a high level of security and quality.• Manage and provide second level support to the business and users on payment applications and provide technical resolutions (Collections applications, Remittances, International Money transfer operators, FinTechs etc.)

• Ensure optimal utilization of Applications.• Support the Operations, monitor to ensure availability of LAN, WAN, Network segment and Internet. Ensure that LAN remains stable for connectivity to Switches and Routers at Branch level. Spoilt LAN cables are re- crimped. In event of WAN failure work with the maintenance vendors to resuscitate the WAN.• Administration of Applications• Offering first level support to Users on Applications• Share / spread knowledge with team members as well as internal teams (client services, service desk, development)• Ensure all technical and non-technical documentation is up to date.• Ensure incidents and problems are up to date.• Administering and Managing Western Union Platform.• Support the Operation of Banks Software on Systems, Printers and Scanner to ensure effective service delivery.• Install Update, Upgrade and Patch repairs on Bank’s Licensed Software such as Operating System, Anti- Virus, Oracle Enterprise ERP, Driver Accessories and other Microsoft Products for Office Productivity for Branches /Users.• Handled installation & configuration of WUMT/WUPOS application.• Accountable for smooth operation of Swift Alliance• Monitor all SWIFT applications and perform daily backup operations.• Implement updated versions of SWIFT software.• Communicate with external support vendors and SWIFT Network resources to address any SWIFT related issues.• Initiate SWIFT bilateral-keys exchange (RMA) with organizational correspondents.• Train users/staff on SWIFT applications and services• Participate in SWIFT related project management and act as key subject matter expert.• Provide support for other project initiatives which involve SWIFT implementation.• Provides technical support for Swift Alliance• Administered security issues – password change for users.

Creating and Resetting on Bank Verification Number (BVN) on both Matching system and Validation Portal.• System Availability checks.• Ensure smooth running of basic Data Center operational activities.• Keep record of devices detail hardware configurations, location within the Data Center grids, software components device vendors, device contact personnel etc.• Ensure safety of all communication/electrical wire ways/fitting for optimal performance/handle vendor relations issues on power/environmental system.• Constantly monitoring of equipment capacity and advice on impacts to service delivery efficiency.• Ensuring stable power supply/operations of all power/electrical devices (UPS, Stabilizers).• Coordinate/Manage period maintenance/tests of the Data center infrastructure. Submit periodic (daily, weekly/ monthly) status report to the Lead, Data Center• Accountable for repairing & maintaining computer systems• Completing effective and efficient network management• Visiting occasionally to branches to resolve IT-related problems and faults• Contributing in cabling & networking of new offices / branches• Assuring integrity of all application using relevant IT tools and software• Maintaining inventory of computer hardware and peripherals as well as accessoriesAdministered security issues – password change for users (Such issues are reset of user’s logon password on the Bank’s Domain• Administering and configure Users on the Bank’s Central Service Desk where day to day Hardware operational issues are handled on-line. Such issues are Screen blackout, No Link on my System etc.• Support the Operation of Banks Software on Systems, Printers and Scanner to ensure effective service delivery.• Handled installation & configuration of WUMT/WUPOS application.