• Implemented a comprehensive digital innovation strategy, resulting in a 50% increase in online revenue and a 30% improvement in customer retention.• Spearheaded the successful delivery of multiple digital projects, including ATM, POS, Mobile Banking, Internet Banking, Automation, and Digital Lab, resulting in a 40% increase in customer satisfaction and a 25% reduction in customer support issues.• Implemented rigorous operational requirements validation procedures, resulting in a 40% decrease in post-implementation issues and a 25% improvement in overall product quality.• Conducted comprehensive review and analysis of all e-banking product development processes resulting in a 20% reduction in operational errors and a 30% increase in customer satisfaction scores.• Led the development, implementation, and launch of the MPGS (MasterCard Payment Gateway Services) initiative for the bank, increasing merchant acquisition, customer base, and retention.• Oversaw the card business of the bank, integrated wallets, and drove Business Development.• Monitored pilot transactions and addressed exceptions, while overseeing the daily settlement and reconciliation of all e-banking payment accounts• Conducted market research to define the most efficient and customer-friendly UI throughout the entire customer journey in all digital channels.

• Led a team of 15 support analysts in troubleshooting and resolving complex issues related to payment systems and e-channels, ensuring timely resolution, and minimizing customer impact.• Developed and implemented proactive monitoring systems to identify potential issues in payment systems and e-channels, resulting in a 30% reduction in downtime and improved system performance.• Collaborated with cross-functional teams to analyse customer feedback and identify areas for improvement in payment systems and e-channels, resulting in a 20% increase in customer satisfaction.• Created and delivered comprehensive training programs for support analysts to enhance their technical knowledge and skills in payment systems and e-channels, improving first-call resolution rates by 25%.• Conduct research on evolving market best practices to define the most efficient and customer-friendly UI throughout the entire customer journey in all the digital channels.• Spearheaded staff efforts to review all the e-banking accounting entries. Ensured monthly proof of accounts was accurately documented and submitted appropriately.• Monitored all pilot transactions and raised exceptions where necessary. Supervised the daily settlement and reconciliation of all e-banking payment accounts.• Provided operational oversight for card operations, analytics, production and distribution, sales and marketing, POS, ATMs, and mobile payments.

• Led and supervised the FEP infrastructure and administration activities.• Led the migration of FEP projects to production.• Led deployments of hot-fixes, patches, and updates to the FEP infrastructure• Performed capacity planning and management to ensure adequate provision of hardware resources.• Coordinated problem management activities and conducted root cause analysis for FEP and hardware related failures.• Developed and executed infrastructure availability metrics to drive uptime targets.• Coordinated seamless failover between active and alternative systems in line with high availability objectives.• Coordinated the administration and management of the FEP and card systems, including change implementation.• Conducted routine ward-rounds on hardware resources, ensuring compliance with security updates and patches.• Collaborated with project managers to resolve issues within individual projects or portfolios.• Managed engagement with 3rd party vendors and switching processors for host-to-host integration for card processing business.• Trained and guided team members on essentials of the FEP system• Liaised with E-business and project teams to identify opportunities for monetary value to the bank.• Developed and deployed cards and payment systems across all bank channels• Provided guidance and support to internal teams as needed.• Oversaw and collaborated with stakeholders on comprehensive project plans, including goals, objectives, scope, costs, timeline, and resources.• Oversaw the implementation of product enhancements, including testing and rollout.• Evaluated risks and dependencies of production changes and provided mitigation plans

• Led engagement with the business team to successfully onboard new customers onto the rapidly emerging application service provider (A.S.P) Postilion Switch.• Directed and managed the Project Management and implementation/technical support team.• Conducted product and project scoping to ensure successful delivery.• Pioneered the implementation of a knowledge base platform for the team, enhancing efficiency and knowledge sharing.• Reviewed and revamped internal processes to eliminate roadblocks and improve turnaround time, resulting in increased satisfaction for internal and external customers.• Fostered collaboration among cross-functional teams to achieve agreed-upon goals.• Ensured the regular updating of software and applications and verified the functionality of automated maintenance processes.• Oversaw system modifications to maintain optimal performance and functionality.• Conducted comprehensive security audits to identify areas for improvement and mitigate risks.• Provided expert guidance to the team in resolving technical issues and overcoming challenges.• Conducted regular reviews of e-payment systems and collaborated closely with the e-payment support team to ensure the implementation of patch updates, maintenance, and support for all infrastructure.• Ensured timely and proper closure of all reported issues encountered on the e-payment system, adhering to SLAs.• Maintained a 99% uptime for the payment platform, ensuring seamless operations.• Prepared and delivered weekly reports to executive management, providing key insights and updates.• Provided information and advice related to IT, risk management, or business matters as required by various divisions and executive management.

1. Deduce & document project implementation plan from the project initiation document, send project plan to supervisor for approval as well as prepare & document User Acceptance Testing script to be employed for solution certification2. Installation, troubleshooting, & support of ACI Postilion (a Consumer Payments Processing application that provides Back-Office capabilities & Card Management functions for banks & financial institutions) across several banks in Africa.3. Protecting the database against threats or unauthorized access, ensuring that the database is adequately backed up & able to be recovered in the event of memory loss.4. Project Implementation5. Served in a Team lead capacity in the completion of many medium-to-large scale implementations, managing projects from business requirements analysis to solutions delivery & support.6. Developed & tested storage strategies & disaster-recovery plan for a large manufacturing company’s operational database, delivering solutions that guaranteed recovery performance & high availability.7. Enhanced users’ understanding of database systems by conducting pre-implementation workshops, delivering group & individual training sessions, & creating user-friendly training materials8. Database Administration & Management9. Setup & manage the database infrastructure center, assessing database performance & regular updates of the database security protocols to maintain data confidentiality, integrity, & availability.10. Knowledge of database Performance Tuning, backups, recovery & cloning to aid the optimization of client’s data warehouses & continuous troubleshooting through tasks such as database re-indexing & indexes de-fragmentation.11. Perform second level incident resolution for reported incidents & escalate to & follow up on third level incidents with the relevant manufacturer or vendors if required

• Successfully implemented full FEP deployment including Postilion, Postcard, and Postilion Office.• Conducted system upgrades including patches, new releases, and fixes.• Provided system maintenance and support through annual comprehensive maintenance and system audits.• Successfully deployed HSM (Hardware Security Module) for enhanced security measures.• Orchestrated business continuity management initiatives such as disaster recovery with DoubleTake and capacity management with Stratus ftScalable.• Developed a deep understanding of the customer's technical architecture.• Established and managed a Postilion Test Lab, overseeing upgrades, fixes, and additional installations.• Resolved client issues and provided support in line with Service Level Agreements.• Ensured multi-language support across ATM, POS, Mobile, and Web channels.• Customized channels to meet specific client requirements and integrated value-added services.• Conducted channel certification for ATM, POS, WEB, Mobile, and EMV.• Implemented centralized architecture to facilitate channel roll-out into other African countries.• Successfully integrated external systems, parties, and networks including processors/switches (MasterCard, VISA, JCB, CUP) and bank host interfaces to Postilion.• Developed an in-depth understanding of customer's technical architecture.• Provided timely support and resolution to clients, adhering to Service Level Agreements.• Maintained updated support documents such as site reports and support logs.• Proficiently installed, managed, upgraded, and administered Microsoft SQL databases.

• Full FEP Deployment (Postilion, Postcard, Postilion Office).• FEP Infrastructure Migration Examples include EMV Migration, Verve Roll-out, Server Migration (Stratus ftServer 6200, 5700).• System Upgrades – Such as Patches, new releases, fixes. • System Maintenance & Support (Annual Comprehensive Maintenance, System Audit).• Capacity Planning & Management (Deployment of External Storage – Stratus ftScalable).• HSM (Hardware Security Module) Deployment.• Business Continuity Management - Examples include Disaster Recovery with DoubleTake, Capacity Management with Stratus ftScalable.• Obtain a good understanding of the Customer’s technical architecture.• Setup and manage a Postilion Test Lab, including upgrades, fixes and additional installations.• Provide support and resolution to clients in accordance with the Service Level Agreements.• Channel Deployment (ATM, MobilePAY, POS@Bank, Bank@Home, Kiosk).• Channel Enhancement Examples include: ATM Value-Added Services (Logical & Virtual Top-up, Bills Payment, Cheque Processing, Remote Key Management), Multi-Language Support (ATM, POS, Mobile, Web), Channel Customization, Implementation of Value-added services.• Channel Certification (ATM, POS, WEB, Mobile, EMV Certification).• African Roll-out (i.e. Centralized Architecture for channel roll-out into other African countries).• Integration to external systems, parties and networks Examples include Integration to Processors/Switches (MasterCard, VISA, JCB, CUP), Bank Host interfaces to Postilion, Bank Host Migration.• Obtain a good understanding of the Customer’s technical architecture.• Provide support and resolution to clients in accordance with the Service Level Agreements.• Provide Support update to Unit head as well as customer.• Ensure that all Support documents are updated (Site reports, Support logs).• Installing, managing, upgrading and administering Microsoft SQL databases• Developing TQSL scripts and stored procedures