Benjamin Okwori

Experience

• 

  First Bank of Nigeria Ltd.

  Sept 2010 - now

  • Assist in planning, coordinating, and supervising all activities related to the design, development and implementation of the systems and software applications on the Finacle core-banking platform• Assist in developing integration services using Finacle Integrator as interface between 3rd party applications and the core-banking platform• Assist development Team Lead in all activities with respect to application development & management operations and support on the Finacle core-banking platform• Contribute to planning the introduction of new application systems and automation of scripts on Unix platform• Assist in developing prototypes (to improve envisioning and communication) and proof-of-concept systems (to test technology) to validate potential solutions• Design technical solution including high level (entity – relationship, data flow) to low level (field structures, database schemas) design on Oracle database platform• Develop technical design that will support the development, execution, and operations of the service• Build, configure or customize the technical solution (technical code components and services)• Ensure compilation of code and components into application• Actively participate in unit testing / quality reviews through the build phase to ensure that the solution meets the agreed functional specifications• Assist in maintaining, supporting, and upgrading existing IT systems and applications• Participate in the customization of application packages• Ensure that solutions meet requirements outlined in the design documentation Show less • Coordinate and manage Head Office Support Team to ensure delivery of quality services in line with IT service management policy for optimal users' satisfaction.• Drives quick resolution of hardware and software related issues in partnership with cross functional support teams.• Provide strategic IT support for the Board members and group non-executive directors.• Oversee ongoing management of standard end-user tools including implementation of new end-user related systems/tools• Participate in large-scale new systems roll-out and upgrade projects• Manage customer expectations and provide feedback on work-in-progress• Work with clients to determine root cause of a fault and resolve breakdown related to end-user devices (PCs, Printers, Scanners, etc)• Installing, configuring and upgrading of systems (Windows 10 Deployment)• Record problems and their resolution on the support knowledge base (HP Service Manger) Show less Customer Service Officer• Coordination of service delivery for all non-cash based transactions.• Resolution of customer complaints/inquiries.• Creation of new accounts and reactivation of dormant ones.• Delivery of efficient and effective services to all customers within approved turn around time.ATM Custodian• Responsible for loading and evacuation of cash from the branch ATM.• Carry-out First and Second Level maintenance on the ATMs/escalate faults to the vendor where necessary. • Responsible for reconciliation of dispense errors and resolution of customers complaints.• Prepare monthly reports on the position of the ATMs to auditors. Show less • Receiving fault calls, first line client liaison, record & tracking incidents & complaints. • Management of the full request life cycle, including closure & verification with client. • Handling of IT related complaints in 18 Branches under Kaduna. • Serving as a link between the Branches and IT Department Head office • Responsible for providing all post-deployment end-user support • Managing the end user and customer experience • Resolving users complaints or escalating same to the Vendors • Incident management on HP Service Manager • Installation and configuration of workstations • Installation and configuration of peripheral devices (PC, Printers and Scanners, e.t.c)• Project deployments (Windows 7 and Finacle 10)• Performing Quarterly Preventive Maintenance of workstations • Performing First Level Maintenance of ATMs (NCR, Wincor and Hyosung) Show less

  • Analyst, Core Banking Application Development & Support

    Oct 2021 - now

  • IT Analyst

    Sept 2017 - Oct 2021

  • Branch Services

    May 2016 - Sept 2017

  • User Support Analyst

    Sept 2010 - Apr 2016