Customer Support Representative

Driving the bank’s information and knowledge management strategy by making data, documents, and insights easily accessible, secure, and reusable across the organization. Implemented enterprise-wide document & content management systems, cutting retrieval time and boosting collaboration. Championed a knowledge-sharing culture, launching intranet portals and knowledge bases that improved cross-functional learning. Partnered with ICT Security, Risk, and Compliance to enforce information governance, data privacy, and retention policies. Delivered staff training and adoption programs that increased engagement with knowledge platforms and improved decision-making. Contributed to the bank’s digital transformation journey by leveraging knowledge assets to enhance efficiency and service delivery.

Delivered frontline IT support across banking operations — ensuring staff had reliable access to systems, applications, and networks. Resolved technical issues for hardware, software, and networks within agreed timelines. Supported banking applications and digital platforms, minimizing downtime. Trained staff on IT tools, security practices, and system use. Assisted with upgrades, backups, and compliance-driven IT initiatives.

Provided professional technical assistance to end-users through phone, email, and in-person support. Gained hands-on experience troubleshooting and resolving a variety of IT issues, including hardware and software malfunctions, network connectivity problems, and application errors. Responsible for diagnosing and repairing computer systems, as well as installing, configuring, and maintaining hardware and software. Developed strong documentation practices by maintaining accurate records of support requests, resolutions, and system updates.