Jamal Mensah

• Successfully built thebackend for the proprietary Helpdesk system and phone system (via Twilio)
• Integrating company systems with various client systems such as Jira, Intercom, Zendesk, etc.
• Rapidly prototyped new data processing capabilities to confirm integration feasibility into existing systems.
• Created proofs of concept for innovative new solutions.
• Analyzed work to generate logic for new systems, procedures, and tests.
• Delivered documentation for design decisions, estimating assumptions, code modules, and performance metrics.
• Contributed ideas and suggestions in team meetings and delivered updates on deadlines, designs, and enhancements.
• Tested and deployed scalable and highly available software products.
• Worked with customers to define requirements and troubleshoot issues and architected and implemented new engineering applications to meet needs.
• Performed development, debugging, optimization, and automation to support the implementation of products and applications.
• Paired with fellow engineers to brainstorm ideas, debug problems and review code.
• Managed 8 critical projects

• Training new hires
• Used remote diagnostic tools to identify sources of certain customer issues.
• Configured and tested new software and hardware.
• Systems management via Airtable
• Data analysis
• Delivered anexceptionally high level of professionalism and support to each customer, upholding thecompany's commitment to service.

• Debugging and investigating software-related issues on client and cloud environments
• Customer training
• Deployment, migration, and update of SaaS and on-premise products
• Internal documentation and software license management
• Imported product knowledge from newly acquired companies
• Communication and issue resolution via phone, Zendesk, and email for 22 products
• Liaising with Account managers, Development team, and Sales regarding Customer requests and performing the role of product expert

• Investigated new and emerging software applications to select and implement administrative information systems.
• Wrote code and supported architecture in high-throughput systems.
• Researched and identified new technologies to use in agile development environment.
• Monitored automated build and continuous software integration process to drive build/release failure resolution.
• Work on escalated issues by L1 support.
• Manage local office Infrastructure and Technical IT issues.
• Software deployment for our African and middle-east customer
• Take ownership and coordinate resolution of customer's service requests.
• Client presentation on ATM, USSD, POS and electronic banking channels.
• Best Technical Support engineer, 2017 (Global Software Group award presented in Nairobi, Kenya)

• Gained extensive knowledge in data entry, analysis, and reporting.
• Gained strong leadership skills by managing projects from start to finish.
• Visited branches to ensure e-banking systems meet required standards.
• Training facilitator for new products and product updates.
• Write scripts to simplify daily tasks
• Internal documentation
• Monitoring e-banking systems.
• On-call duties.
• Temenos T24 administration.
• Database admin duties.
• Product testing.
• Investigation, debugging, and issue resolution.
• Developed strong communication and organizational skills through working on group projects

• Created various Excel documents to assist with pulling metrics data and presenting information to stakeholders for concise explanations of best placement for needed resources.
• Synthesized complex analytics-derived insights into easy-to-understand, actionable recommendations for business users.
• Detection and correction of errors on accounts and loan contracts in T24.
• Generating Reports for senior management.
• Temenos T24 transaction analysis.

• Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
• ATM custodian
• Stock Management and Requisition
• Cheque books Management
• Accounts opening for individuals and non-individuals
• Proved successful working within tight deadlines and a fast-paced environment.
• Completed paperwork, recognizing discrepancies and promptly addressing for resolution.

Business Student