Open to opportunities

Kebebew Gelana

@kebebewgelana

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Experienced IT professional specializing in system administration and banking.

Ethiopia

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What I'm looking for

I am seeking a role that fosters innovation in digital banking and values customer experience.

I am a seasoned IT professional with over 10 years of experience in the banking and telecom industries. My expertise lies in managing complex online banking systems and enhancing customer service operations. I have a proven track record in system administration, digital banking transformation, and customer service leadership, which has enabled me to optimize and secure banking operations effectively.

Currently, I serve as a Senior System Administrator at Awash Bank, where I monitor system performance, provide technical support for online banking applications, and ensure compliance with industry regulations. My previous roles have equipped me with strong skills in troubleshooting technical issues, leading teams, and driving innovation in digital banking solutions. I am passionate about enhancing customer experience and performance optimization in every project I undertake.

Experience

Work history, roles, and key accomplishments

Current

Senior System Administrator

Current

Awash Bank

Aug 2023 - Present (1 year 10 months)

Responsible for monitoring system performance, providing technical support for online banking applications, and ensuring high levels of system availability and reliability. Involved in troubleshooting, system upgrades, and compliance with industry regulations.

System Administration Online Banking Platforms Technical Support Performance Optimization Incident Management

Senior Mobile and Internet Banking Officer

Awash Bank

Dec 2022 - Jul 2023 (7 months)

Recommended improvements to digital banking systems, created test plans, and performed root cause analysis for incidents. Ensured thorough testing of updates and patches before production release.

Digital Banks Test Planning Root Cause Analysis Troubleshooting Quality Assurance

Mobile Money Coach/Leader

ethio telecom

May 2021 - Jan 2023 (1 year 8 months)

Coached mobile money contact center specialists and managed call center activities to ensure high-quality service delivery. Coordinated with supervisors for decision-making and reporting.

Team Leadership Coaching Call Center Operations Process Improvement

Contact Center Advisor

ethio telecom

Mar 2014 - May 2021 (7 years 2 months)

Provided frontline support in a busy call center, acting as the first point of contact for customer inquiries. Focused on service quality and efficiency, consistently exceeding performance targets.

Customer Service Call Center Operations Performance Metrics Process Improvement Communication Skills