Folarin Ladeinde

Experience

• 

  Intercontinental Bank PLC

  Jun 2008 - Jan 2012

  Customer Service Representative

  • Opened over 15 client accounts per day on Flexcube banking application.• Carried out Cross-selling and upselling of bank products and drove sales by ensuring customers were constantly informed of products and service offerings.• Received, sorted, and distributed official incoming and outgoing correspondence and phone calls.

• 

  First Bank of Nigeria Ltd.

  Mar 2012 - Dec 2022

  • Managed activities around Encryption Key Management, ATM Activation, ATM Media Cassette Configuration, ATM Decommissioning/Replacement, and Command/Download administration using FEP Postilion tool.• Collaborated with Systems Security team (ISOD) on vulnerability and patch management on Servers, ATMs and TCRs• Reviewed existing SLA of third-party vendors.• Generated monthly ATM reports for Management Review.• Maintained data security, monitoring and resolving networked devices for malware, spyware, and viruses using TrendMicro Safelock.• Provided infrastructure support on the bank’s ATM and POS applications.• Used FirstBank SD tool (CA Helpdesk) to triage incidents for prompt resolution of tickets.• Interfaced between IT and the Business to ensure user requirements were fully understood and that agreed expectations were met in line with the ITIL Service Level Agreement Framework. Show less • Designed a Service Improvement solution that automated cash balancing recurring activities saving 8 working hours per week of manual processing.• Propelled branch to top 3 ATM performing branches in the state by presenting a business case to management on need to acquire a portable sorting machine at the branch level to enhance capacity in producing ATM fit notes. • Deployed MS Teams and Yammer clients on 17 workstations.• Introduced strategies that increased ATM availability and profitability thereby increasing NOU income of the branch by 38% in July 2019. Show less

  • IT Analyst, ATM & POS Support

    Nov 2021 - Dec 2022

  • Branch Service Manager

    Jan 2021 - Oct 2021

  • Head, Financial Services

    Jun 2019 - Dec 2020

  • Head, Non-Financial Services

    Feb 2018 - May 2019

  • Customer Service + Cash Services

    Mar 2012 - Jan 2018
• 

  Midland Heart

  May 2023 - now

  • Service Request and Incident management using House-on-The-Hill Ticketing Solution.• Use Powershell scripting to standardise, optimise and automate manual processes.• Manage email distribution groups, and delegate access via Microsoft Exchange management console.• Manage user accounts and permissions via Active Directory, M365 Admin Centre, Azure Cloud.• Deploy Apple and Android mobile devices.• VMware AirWatch device enrolment and troubleshooting.• Windows 10 laptop configuration, imaging, deployment, and management.• Provide technical support to end-users, troubleshooting hardware and software issues using Remote Desktop Tools.• Support Windows, iOS, Mac OS.• Assist in the development and implementation of IT policies and procedures.• Documentation, and provide Training of IT processes and SOP.• Administrate and manage Citrix Hypervisor virtualization Show less

  • Application Support Analyst

    Mar 2024 - now

  • IT Service Desk Engineer

    May 2023 - Mar 2024