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Summary

David is a student of Mechanical Engineering with B.Engr , results-driven Technical Support Engineer with one year of hands-on experience delivering efficient and timely solutions to technical issues. Adept in diagnosing and resolving hardware and software problems, demonstrating a solid understanding of troubleshooting methodologies. Adept at providing excellent customer service through effective communication and problem-solving skills. Proven ability to collaborate with cross-functional teams to address complex technical challenges. Continuously focused on expanding technical knowledge and staying current with industry trends. Eager to contribute my skills and enthusiasm to a dynamic work environment, building on a foundation of practical experience to drive success in technical support initiatives.

Title

Mr

Nationality

Nigeria

Graduated From

The Federal University Of Technology Akure

Graduation Year

2017

Residence

Lagos

Years of Experience

1+

Work Experience

Fidelity Bank Plc.

Team Member, Channels Delivery Support

November 2022 - Now

·Worked collaboratively with stakeholders across various functions to drive channel needs and initiatives, ensuring alignment with organizational objectives.

· Collaborated with cross-functional teams (Development, Product, Compliance, system control, and Support) on project implementation.

· First Level & Second level Support (FLS&SLS) on Payment platform and all our Collections portal ( Xpresspay,Revpay,Custom,WAEC and others) issues.

· Responsible for maintaining a 99% uptime on all Online and mobile banking &Payment Platform applications through troubleshooting.

· resolving and escalating issues if needed for smooth functioning of the applications.

· Providing front-end support to customers and colleagues in other departments.

· Consulting with the software development team, internal users, and clients to improve application performance.

· Provision of technical resource for projects related to applications monitored.

· Prioritize and conclusively resolve all emails, enquiries and complaints received in a timely manner

· Redirect all wrongly routed requests, tickets and emails to the appropriate teams.

Services supported include.

· Mobile Application.

· Virtual Account service.

· Paydirect and AutoPay.

· E-transact.

· Nigerian Customs Collections.

· Banks collection Services (XpressPay, Revpay, WAEC, LASG etc.).

· Extraswitch Arbiter 1.0 and 2.0.

· Customer complaint’s Portal with integration to CBN disputes portal.

· Instant Banking (USSD).

· Remita and NAPS etc.

Projects

Extraswitch Arbiter 2.0 integration

Technical resource

Helped in the integration of the Arbiter 2.0 API so as to help with the chargeback raising for the E-banking operations team

Cardmon

Technical Resource

Helped in the development of a solution to treat customers online and instant banking issues while also providing technical support to it

Customer Complaint Portal Integration with CBN Dispute Management Portal

Technical Resource

Helped in the development o a solution to help with dispute synchronization on the CBN dispute management portal

Virtual Account Service

Technical Resource

Helped in working on fixes and deploying while ultimately improving the workings of the Virtual Account Service and also supporting the service

Skills

  • Database Basics

    SQL (BASICS)

    ORACLE

    Sybase

  • Trouble shooting

    Log reading and interpretation

    Postman API testing

    Critial Thinking

    Keen sense of observation

  • Customer Service

    Excellent communication skills, both verbal and written.

    Ability to provide clear instructions and technical information to non-technical users.

    Patient and empathetic approach to customer interactions.

  • Problem-Solving

    Strong analytical and problem-solving skills.

    Capacity to identify root causes of technical issues and implement effective solutions.

    Experience in using diagnostic tools and methodologies.

  • Remote Support

    Experience in providing technical support remotely.

    Familiarity with remote desktop tools and troubleshooting over the phone or via online platforms.

  • Time Management

    Efficient time management skills to handle multiple support tickets and prioritize tasks effectively.

    Meeting deadlines and service level agreements.

Education

 Baptist Nursery and Primary School, Pakoto, Ifo, Ogun State.

 First School Leaving Certificate.

1998 - 2004

 Vital Link International Academy, Ifo, Ogun State

 Senior School Certificate. (2010).

2004 - 2010

 The Federal University Of Technology, Akure, Ondo - state

B.Engr

2012 - 2017

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