ABELA KIHOBI
Dar Es Salaam,02
Summary
Methodical Application Support analyst accomplished working with both internal and external vendors to support and implement applications using standard tools and frameworks. In-depth knowledge of system administration, technical testing and back-end applications. Strong troubleshooting, analytical and communication skills.
Overview
3
3
years of professional experience
Work History
Application Support Analyst
FINCA Microfinance Bank
05.2024 - Current
- Provided support in constructing relationships within customer base to provide opportunity for expansion and growth.
- Performed software application and disaster recovery testing to guarantee business readiness following fail-overs.
- Enhanced application performance by identifying and resolving technical issues in a timely manner.
- Participated in on-site requirements gathering sessions and translated client requirements to determine project scope.
- Assisted in the development of user guides and knowledge base articles for increased self-service capabilities.
- Improved application stability through proactive monitoring, issue identification, and prompt resolution of incidents.
- Translated client requirements into configuration requirements.
- Used ORBIT-R to track, maintain and update core banking activities logged in service engine as tickets.
- Provided 24/7 support for web- and client-based applications, file and data feeds and batch processes to prevent impact to business.
- Reduced downtime by implementing robust monitoring tools that identified potential problems before they became critical.
- Provided comprehensive training for users to ensure smooth adoption of new applications and features.
- Provided updated patches for operating systems and system configuration to improve efficiency 99%.
- Advised project teams on best practices for application support, contributing to the success of numerous projects and implementations.
- Developed custom scripts for automating routine tasks resulting in increased efficiency within the team''s daily operations.
- Analyzed and mapped data and wrote SQL scripts to extract data from SQL databases.
- Optimized system performance through routine maintenance tasks such as database backups, log file reviews, and server health checks.
- Participated in regular team meetings to discuss ongoing projects, share insights on best practices, and coordinate workload distribution among team members.
Application Support Engineer
TIGO TANZANIA UNDER DIMENSION DATA
05.2023 - 05.2024
- Monitoring closely the Core Platform (TIGOPESA APP), Corporate management system platform (Tigo Business).
- Making analysis on issues raised by Shops Service desks and call center providing technical support 24/7
- Closely monitoring Managed Servers by WebLogic Managing Middleware, Access gateways and Databases where core platform is operating to ensure smooth implementation.
- Performing Integration with Third parties to own wallets and supporting any raised issues technical wise.
- Review daily operations and maintenance for the current MFS platforms (USSD GW, DB, and TELEPIN, LKS, Bulk pay, TTA, Loan NODES)
- Performing End of Month Access Review for all nodes attached to the core platform.
- Generation of capacity, KPI tracking and project progress report in a timely manner.
- Support Operation teams, Commercial, BSD and CSD projects and product launches for Systems to meet objectives within timelines and quality.
- Supported software integration and implemented maintenance enhancements.
- Optimized system functionality with thorough testing and validation of application changes.
- Performed root cause analysis on recurring issues, implementing long-term resolutions to prevent recurrence.
- Managed multiple assignments simultaneously, ensuring all tasks were completed efficiently and accurately.
- Assisted with the integration of third-party applications into existing systems, enhancing overall functionality.
- Created user accounts and assigned permissions.
- Monitored system performance to identify potential issues.
Computer Lab Assistant
TANZANIA INSTITUTE OF ACCOUNTANCY
08.2022 - 04.2023
- Supported all computer lab operations.
- Maintained a clean, organized workspace to promote a positive learning environment for all users.
- System Passwords and accounts recovery for students and staffs
- Provided instruction to all lab users on proper use of all equipment.
- Handled lab equipment, cleaned keyboards, monitors, and disk drives.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Configuration of software for staff and masters students, printer installation and network troubleshooting in computer lab.
Data Entry Intern
AFRICAN POWER MACHINERY
08.2021 - 03.2022
- Recording receipts and machine report from technician
- Data entry by software (smart closure & Dawn cloud)
Education
Bachelor of Science - Management Information Systems
ARDHI UNIVERSITY
Dar Es Salaam12.2021
High School Diploma -
ARUSHA SECONDARY SCHOOL
Arusha, 0105.2018
GED -
PUGU STATION SECONDARY SCHOOL
Dar Es Salaam, Tanzania11.2015
Skills
- Software Installation
- Ticket management
- Customer Support
- Server maintenance
- Log Analysis
- Incident Management
- Data Analysis
- API Integration
- System Analysis
- Application Development
- UAT support
- Teamwork and Collaboration
- Problem-solving abilities
REFEREES
CPA(T) Joel Kahesi
Chief Internal Auditor
Commission of Human Rights and Good Governance
+255767058285
Joel.kahesi@chragg.go.tz
Jackson Mnanka
Technical Operations Supervisor
Tigo Tanzania (Honora PLC)
+255658123657
Jackson.mnanka@tigo.co.tz
Rev. Rebecca Raymond Muhoza
Pastor
Evangelical Lutheran Church – Eastern and Coastal Diocese
+255754051520
rebeccamuhoza@gmail.com
Timeline
Application Support Analyst
FINCA Microfinance Bank
05.2024 - Current
Application Support Engineer
TIGO TANZANIA UNDER DIMENSION DATA
05.2023 - 05.2024
Computer Lab Assistant
TANZANIA INSTITUTE OF ACCOUNTANCY
08.2022 - 04.2023
Data Entry Intern
AFRICAN POWER MACHINERY
08.2021 - 03.2022
Bachelor of Science - Management Information Systems
ARDHI UNIVERSITY
High School Diploma -
ARUSHA SECONDARY SCHOOL
GED -
PUGU STATION SECONDARY SCHOOL
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