David Mwasambungu

Experience

• 

  Millicom

  Nov 2014 - Nov 2023

  MFS System Tester

  - Practicing User Acceptance Test (UAT) for MFS systems.- Reviewing all the system functionality for new MFS system.- MFS Business Analysis- Creating the Tigo Pesa Agents, biller’s companies accounts in the system.- Creating Disbursement and collection accounts and monitoring transactions.- Allocating money from TIGO ACCOUNT to Agents account.- Creating and Deleting the stock- To bar, unbar add and delete accounts.- Learning the overall Mobile Financial Services business flow and how it is operated.- Learning the system interoperability in transactions and its advantages.- Assigning, modifying and deleting charges to different services controlled by Mobile Financial Services.- Scheduled client appointments and maintained up-to-date confidential client files. Show less

• 

  Dimension Data

  May 2018 - now

  • Responsible for handling Level 1 and Level 2 analysis, trouble shooting and resolution.• Ensuring all faults are progressed & cleared within SLA – escalating to other internal and external teams as appropriate• Managing faults through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress• Ensuring effective front-end and back-end functionality of applications.• Performing analyses on software application functionality and suggesting improvements.• Coordination with customer L1/Service Desk teams including basic and detail level filtration & troubleshooting• Diagnosing and resolving problems to the customers satisfaction• Manage user on different platforms include user access creation, access revoking, user access level modification and Access reviews• Aid and advice to business users in the effective use of applications/products• Provide analysis of the business using based on the system d-1 reports and daily reports• Perform daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems, and key processes, reviewing system and application logs.• Handles the tickets that L1 routes to them (L2 support can also generate tickets for any problem they notice).• Solving complicated technical problems that require server back-end access (RDP, SSH etc).• Resolving any technical problems that need server back-end access.• Coordination with customer/partner SPOC/L3 for all technical aspects• Solving complex and complicated problems relevant to System and guide/help L1 support people to work in troubleshooting.• To analyze issues and provide solutions to problems that cannot be resolved by L1.• Incident management, reporting, RCA preparation• Responsible for handling product queries.• Ensuring SLAs to better level than customer contract.• Emergency handling of major and critical issues on a 24/7 service level, with on call support. Show less

  • Senior Application Support Engineer

    Feb 2023 - now

  • Application Support Engineer

    Aug 2020 - Nov 2023

  • IT Office support Engineer

    May 2018 - Nov 2023
• 

  Honora Tanzania PLC (Tigo)

  Sept 2023 - now

  IT Product Specialist