Wayne Smith Email & Phone Number

Cape Town, Wc, Za

Hybrid

3nd line support for the production support team on production incidents/ problems from internal (Contact Centre) and external stakeholders for PowerCard systemWar room initiation and facilitation for system issuesSystem investigation with regards to issues affecting clients where escalated and provide dev teams with informationLiaise with system vendors for tickets logged on service portal to ensure timely resolution of technical issues. (e.g. HPS)Assist dev and business teams with requirement documentation and confluence updatesAssist dev teams with production data where related issues require a change or projectPerform standby duties

Bellville Campus

Interpret specifications to build system solutions to support business process, aligned with relevant internal and external governanceProvide technical system support and liase with system vendors to ensure timely resolution of escalated technical issues.Daily user support on advanced queries. Address advanced ATM, Proview, PVIM and Proview BI related queries received from various internal sources (e.g. BSC Client Care, BSC Commercial Client Care, Business Support) related to the ATM Monitoring and transacting environment. Responsible for development and configuration related tasks & projects. Perform unit and integration testing on source code related to the Proview and PVIM. Perform Proview and PVIM Configurations as system owners. Apply relevant development tools (e.g. SQL) to complete ad-hoc support. Assist with system analysis and user requirement documentation. Assist with basic user requirement interpretation. Assist with drafting / writing of advanced technical specifications. Conduct system analyses relating to bugs and enhancements. Liaise with 3rd party vendors (e.g. DIEBOLD/NIXDORF) to implementing solutions and deliverables.Tasks and Projects are planned by means of agile methodology

Stellenbosch Campus

New image development for cash devices 3rd level support to business. Investigate and provide solutions to production issues on back-end systems and hardware to assist business with their day to day duties . Create procedural documents for internal and external stakeholdersLiaise with front line support on a daily basisDelivery of "Run the Bank" and "Change the Bank" tasks by means agile methodology. Tasks are done in two weeks increments / sprints so that if issues arise solutions/ fixes can be dealt with sooner. Constant monitoring and support of Postilion Real-time & AtmApp for terminals and cash devices. Investigating Major system errors (ATM Related functionality in Postilion Real-time and Postilion Office)Proview suite configuration, Implementation and support for business. Basic Sql knowledgeALL other cash device hardware related investigation and support

Bellville Bsc Campus

Manage a team of 9 support specialists, which are junior manager level. Responsible for the root cause analysis of cash dispensing and cash accepting cash devices. We also monitor SST’s (Self-service terminals. Providing technical support to national branch network and 2 level support to call centre agents, CIT custodians and technicians. We assist and provide training to external vendors e.g. G4s, Diebold and SBV. Knowledge of:o Diebold hardware and software (520, 562, 868 models) o Agitec Cash Acceptors (Hardware)o G4s Deposita Cash Acceptor (Hardware)o CIT loading procedureso Allcash Locks o Proview Console and Proview Incident manager Key Dutieso Guiding and Coaching of Staff o Monitoring Critical and Suspect devices o Deal with all technical related faults o Telephonic troubleshooting with CIT, technicians and branches o Billing / Invoicingo Managing of consumables for custodianso Managing the installation processo Managing Teamo Coachingo Assist IT department with special reports o Root cause analysis o Maintain system catalogues Other Responsibilities:o Maximize uptime of Capitec Bank’s Cash devices nationally o Project manage all cash device related upgrades and/ or installationso Analyze and investigate shortages on cash deviceso Analyze trends, investigate and solve device downtime in order to increase estate availabilityo Maintain technical records to assist company knowledge baseo Liaise, assist and escalate with internal vendors, o Analyse fault trends, internal and external vendor performance statso Identify top faults and co-ordinate technical conversation with vendors in order to define focused improvement programso Drafting and implementation of processeso Manage all incoming escalations from branches related to faulty deviceso Responsible for recruitment within the teamo Assist with system development and database updates (Special projects)

Bellville Bsc Campus

Manage a team of 30 agents, 2 team leaders and 6 support specialists responsible for the monitoring of all cash devices (Diebold – 520,562,328,868, Agitec Cash Acceptor and Deposita) incidents and providing technical support to national branch network. o Monitoring Critical and Suspect devices o Deal with all technical related faults o Telephonic troubleshooting with CIT, technicians and brancheso Provide lock codes to CIT o Billing / Invoicingo Managing of consumables for custodianso Managing the installation processOther Responsibilities:• Manage relationships with external vendors and ensure that service level agreements are adhered to. (Diebold, AllCash, Agitec)• Maximize uptime of Capitec Bank’s Cash devices nationally • Project manage all cash device related upgrades and/ or installations• Analyze and investigate shortages on cash devices• Analyze trends, investigate and solve device downtime in order to increase estate availability• Maintain technical records to assist company knowledge base• Liaise, assist and escalate with internal vendors, • Analyse fault trends, internal and external vendor performance stats• Identify top faults and co-ordinate technical conversation with vendors in order to define focused improvement programs• Drafting and implementation of processes• Manage all incoming escalations from branches related to faulty devices• Responsible for recruitment within the team

Bellville

Manage escalation cases •Analyse problem•Guide External vendors in escalated cases (If required in escalated cases converse with technician at ATM to get clarity and for them to assist with in-depth problem-solving)•Escalate to Internal Vendors where required•Interpret feedback from Internal & External Vendors & incorporate into continuous improvement of problem-solving methods & procedures.Manage Preventative Maintenance Program•Plan and execute preventative maintenance schedule for ATM Base•Guide External vendors in Preventative Maintenance requirementsManage internal vendor’s technical requests•Receive & check all internal vendor requests. Submit internal vendor requests. (Liaise with internal vendors (postilion, end user, networks); resolve issues relating to internal vendor)•Monitor the escalation process for device problems and take action with relevant suppliers as necessarySupport Specialist•Analyse fault trends, internal and external vendor performance stats.•Identify top faults and coordinate technical conversation with vendors in order to define focused improvement programs•Identify better troubleshooting methods for 1st Level agentsReporting•Report and escalate exceptional situations as and when appropriate•Assist in preparing month end management reports and statistics•Provide feedback to Manager: Device Monitoring on Device Maintenance service provider performance by means of a weekly/monthly report•Conduct investigation and provide feedback to Manager: Ad-hoc requestsSystem and process development•Liaise with the Manager: Monitoring regarding trends in the Device fault detection and monitoring process•Continuously review work processes and suggest changes to improve efficiency and cost effectiveness of agents•Maintain a high level of knowledge of Device equipmentATM Claim Investigations•Gather relevant information from various systems•Analyse and investigate all information•Give analysis of findings to Risk department

Bellville

Duties: • Arrange ATM callouts with CIT, Diebold and QD according to established procedure• Log calls with external Vendors (E-mail and Telephonic)• Confirm availability with all stakeholders and arrange callout• Co-Ordinate 3rd party callouts• Confirm arrangements in writing• Continuously follow-up and ensure all 3rd parties arrive at the agreed times (proactive follow-up) • Work closely with ATM Cash planning team• Continuous management of Vendor SLA’s (MTTR)• Provide continuous status feedback of vendor visit to branches via email.• Arrange CIT for special clearance requests• Monitor / follow up to ensure problem is resolved• Capture Detailed ResolutionIn addition to daily duties I was responsible for the following projects:Ink Dye Installations, New ATM Installations, Bomb Plate Installations and 5th canister Installations/ ConversionsDuties:• Arranging times between CIT and Technicians• Liaise with external vendors / Departments• Check that correct procedures are followed• Assist technicians when error’s occurs• Decision making when a site is completed

Bellville

Duties: • First Line ATM Support• Receive all incoming calls • Pro-Actively Monitor terminals• Identify problematic ATM’s• Create ATM Monitoring incidents• Perform 1st level Diagnosis & Repair actions • Send commands to the ATM’s• Submit Vendor Service Actions to Coordinator• Escalation to 2nd Level & Submit Internal Vendor Requests to 2nd Level agent• Confirm ATM Service success & update resolution for 1st level.

Bellville Voortrekker Branch

Duties: • Opening new accounts• Granting Short Term Loans• Assisting with client queries• Arrears management• Pay date management• Calculate targets• Adhoc administration duties