Senior Technical Support Engineer/Specialist

Built and deployed agentic AI workflows using internal tools, including Akai and Alicia, to automate ticket classification, triage, escalation routing, and Tier-1 support for multi-currency payout issues. Designed tool-calling schemas and system prompts for reliable autonomous handling of complex support states and API payload edge cases.

Maintained 98%+ CSAT and high-priority response SLAs under 15 minutes. Reduced average ticket resolution time by 20%, authored more than 15 knowledge-base articles, performed root-cause analysis, monitored integration endpoints, mentored support engineers, and partnered with Product and Engineering on critical escalations.

Led L2 support operations for EcoCash, Sasai, and EcoSure applications, providing 24/7 support for fintech, remittance, payment, insurance, and loan products. Acted as line manager when required, managed critical escalation queues, mentored analysts and trainees, and led Scrum sessions for product implementations and deployments.

Used Zabbix, Splunk, Elasticsearch, Logstash, ManageEngine, Jira, Bash, Python, Jenkins, Kubernetes, Docker, MSSQL, and Azure to monitor systems, automate processes, troubleshoot integrations, and deliver releases. Sustained 99.9% uptime, reduced MTTR by 35%, improved CSAT to 96%, reduced incident resolution time by 40%, and supported regional launches with zero major incidents.

Developed monitoring scripts, audits, controls, and reporting processes to identify revenue leakage, KPI deviations, billing-system integrity issues, and risks across subscriber network utilization. Achieved a revenue leakage score between 0.01% and 0.09%.

Built management dashboards and insights using QlikView, performed revenue and usage data analysis, participated in telecommunications network and billing upgrades, and conducted risk assessments for new and existing products. Developed automated machine-learning models to detect mobile-money fraud and provisioning-related leakage through KYC validation.

Monitored vehicles and troubleshot connected-car platform issues while ensuring tracking-platform uptime in accordance with SLAs. Managed data archiving and storage activities and provided technical support to fitment and sales agents.

Performed platform security assessments and penetration testing, supported product concept development, prepared customer and vehicle-accident reports, and tested software products using Postman.

Provided IT help-desk support and maintained computer-lab equipment. Installed, configured, and maintained network infrastructure, and coordinated IT equipment sourcing with service providers and third parties.

Administered Microsoft Server 2012 Active Directory and user accounts, represented the institution at IT exhibitions and forums, and contributed to the development of institutional applications and systems.

Master of Science in Big Data Analytics.

Bachelor in Business Management and Information Technology (Honours).