CV Profile No.37503

Experience in the following industries :

• Banking, insurance, finance
• Electric, electronic, optical and precision equipments
• IT, software engineering, Internet
• Maintenance, servicing, after-sales services

Professional experience

• ATM Consultant
• Freelancing, Poland
• Since 06.2018
• • Scope engagements for clients in the areas of channel transformation and optimization. • Self-service channel strategy, multi-channel strategy, channel capability and capacity analysis and modeling, cash management and complex change programs, Field support and support back-office functions, Incident and system support, Security and risk management. • Create and deliver executive presentation/reports that clearly layout business problem, outline project methodology, root cause analysis and logical solutions to address business challenge. • Identify opportunities to expand the client relationship. • Pre-sales technical support, contributing to the financial consulting practice development. • Maintain a world class industry knowledge across all areas of ATM channel distribution strategy. • Provide thought leadership in self-service channel transformation which includes sharing of lessons learned and best practices with others throughout the organization when appropriate.

• ATM Service Manager
• Bank of Kigali Ltd, Rwanda
• 06.2010 - 05.2018
• This position is primarily responsible for managing all aspects of the operation of the Automated Teller Machines with a team of 5 Engineers in an in-house Depot repair division. • ATM installation, maintenance, service, support, relocation, site feasibility study & ATM monitoring. • ATM terminal security, risk mgmt, change process, switch support, first line & second line support. • ATM parts procurement, inventory mgmt & budgeting for the in-house ATM support division. • ATM transaction dispute resolution, reconciliation support, incident mgmt and channel development. • Use KPI and draw up service level trends, analyze and take action. • PCI DSS compliance & EMV standards and implement accordingly. • Visa, Mastercard, Maestro, Cirrus, Diners, Amex, CUP and Zipp cards acquiring project support. • Business case/ continuity, process mapping, technology roadmap & stakeholder mgmt. • Proposal development experience as well as strong business understanding and skills • ATM network security scan, vulnerability assessments, monitor & update security patches/anti-virus. • As a member, participate in management meetings and recommend improvement/new technologies.

• Technical Manager, ATMs
• ChamsAccess Ltd, Nigeria
• 08.2008 - 05.2010
• • ATM selection, ordering, purchasing, dispatching, installation & de-installation. • Planning, ordering cash from CIT, supervising the execution & recording it. • Ensuring installation of effective security systems for ATMs and for ATM sites. • Minimizing ATM downtime due to cash shortage & organize optimum way to refill. • Checks the signed invoices and initiates payment. • Liaise with internal stake holders, daily reports, analytics & problem finding. • Implement fixes for prolonged issues, identify and do RCA. • Ensure that customer complaints are handled within defined TATs • Key objective is maximum uptime for better revenue as an Independent ATM deployer in the region.

• ATM Customer Support
• SCI Africa Ltd, Tanzania
• 04.2007 - 04.2007
• • Install & set-up of NCR ATMs, H/W modifications & first line maintenance. • Perform periodic preventative maintenance on assigned products. • Diagnose problems, makes minor repairs, and replaces components. • Assist in site preparation and equipment installation. • Performs any needed modular swaps & unit replacements. • Maintain parts inventory as well as parts record keeping.

• Asst. Manager, Projects
• Inkarp Telecom Pvt Ltd, India
• 12.2006 - 03.2007
• • Sony video, Polycom audio conferencing products, Definiti servers, Avayaglobal connect products. • Material, resources, vendor planning & schedule for network rollout. • Project management target, schedule, review & reporting • Risk mitigation and alternative plans for project rollout. • Maintain quality & standards of customer & access network. • Define processes for rollout to have zero faults on new network. • Define 3rd party acceptance test & performance review. • Interface with various internal and external customers. • Provide technical assistance & guidance to regional field teams.

• Service Account Manager
• Diebold Systems Pvt Ltd, India
• 03.1998 - 10.2006
• Started as a Field Engineer, then gradually elevated as a Sr.FSE, CSE, Sr.CSE and SAM during the tenure. • Single point of contact (SPOC) for four major service accounts on Regional Level. • Ensure all service projects are tracked & rolled out as per timelines. • Work with concerned regional service & sales account manager for timely signing of AMC & payment. • Drive business revenue from the accounts with complete ownership of growth. • Identify new opportunities in the network through calls and frequent visits to clients. • Manage client escalations; share a weekly report of status of all escalations back to the client. • Share a daily end of day summary to CSM/TSM for any escalations. • Conduct fortnightly reviews with the clients, in the presence of the Business Development Official.