Customer Support, Implementation Consultant, System AnalystCustomer Support, Implementation Consultant, System Analyst

Key Achievements:

Delivered end-to-end Functional, Technical, Implementation, Support, and Managed Services consulting for multinational, multi-site enterprise Workforce Management SaaS clients, including Coca-Cola Beverages Africa, Dundee Precious Metals, AMEY, and Serta Simmons Bedding. Facilitated requirements gathering workshops, analysed business requirements, translated them into functional solutions and produced solution designs and change request documentation. Configured and implemented Workforce Management solutions tailored to client requirements, improving business processes through integrations, custom reporting, and system optimisation while identifying enhancement opportunities that generated additional project work & revenue. Delivered virtual training and onboarding for 300+ end users, facilitated UAT, and produced user documentation, driving customer adoption, satisfaction, and successful project delivery. Used SQL to support data analysis, testing, troubleshooting, and ETL activities while maintaining data integrity across DEV, TEST, and PROD cloud environments. Managed support queues, prioritised incidents, collaborated with cross-functional teams, mentored junior consultants, and consistently exceeded 95% SLA targets to deliver timely, high-quality customer support.

Key Achievements:

Served as the primary point of contact for user support, incident resolution, and troubleshooting of a digital gate access system and tenant management database. Built, maintained, and performed ETL (Extract, Transform, Load) processes to ensure the accuracy and integrity of tenant data while resolving local Wi-Fi and network connectivity issues. Coordinated on-site incident management and technical support for the Board of Trustees, ensuring timely issue resolution and uninterrupted service delivery.

Key Achievements:

Delivered engaging virtual and in-person technical training in Information Science and Python Programming, simplifying complex concepts for diverse audiences. Coordinated Teaching Assistants and academic activities, ensuring the efficient delivery of courses and a high-quality student experience. Developed course materials, assessments, and supporting documentation while providing ongoing guidance and technical support to students.