Ridwan Rocky Kock
ATM Command Centre Monitoring & Tech Support Team Leader
Alberton
Summary
Surname : Kock
First names : Ridwan Rocky
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm. Leadership skills in fast-paced support environment, focusing on team coordination and customer satisfaction. Proven ability to manage and resolve complex issues, ensuring smooth operations and high service standards. Looking to transition into new field, leveraging strong communication and organizational skills.
Overview
17
17
years of professional experience
2007
2007
years of post-secondary education
Work History
ATM Command Centre Monitoring & Tech Support Team Leader
TCM (TECHNOLOGY CORPERATE MANAGEMENT)
Alberton
01.2023 - Current
- Ensuring high-quality customer service by addressing up to 5-10 customer inquiries and issues daily related to ATM services and providing guidance to team members on complex cases
- Liaise with the Cash Connect sales team to demonstrate device Demo shows, to showcase the ATMR device to potential new clients once or twice a week, provide the cash connect team with device performance stats, e.g
- Number of transactions and deposits made per month
- Facilitating training sessions for new team members and providing ongoing support and development opportunities for existing staff to enhance their skills and knowledge
- ATM monitoring cash levels, reject bins, comms, jams, check for hardware errors on the dashboards, assign to the team to log calls accordingly
- Firstline tech support provided to the teams on the field, e.g
- Assist on loading devices if any hardware errors occur, provide details on canister configurations and positions, provide and update on software version upgrades, check errors codes and guide Custodian/Techs on how to resolve any Software or hardware on the device for the ATM to be in service as quick as possible for customers to be able to use the device
- Hourly Recycler (ATMR) status checks done cash Limits, zero drop errors, devices health status and availability
- Keep track of ongoing projects and the impact on the team’s performance, regularly assess whether the IT solutions in place are meeting the team’s needs to ensure a smooth operation daily
- Arrange monthly Maintenance calls for all poor performing ATMs by checking the number of transactions per month and number of repeat calls per device
- Develop strong working relationships with IT personnel
- Understanding their processes and constraints to facilitate smoother collaboration and problem-solving
- Collaborate and plan the installations of devices with Vendors (Riggers) plan the outline tasks, responsibilities, and scheduled dates
- This helps in anticipating potential challenges and addressing them proactively
- Follow up on sweeps done the previous day if not completed escalate to CIT branch managers to ensure all requested sweeps are completed
- Liaise with merchants and recons department with regards to settlements and recon issues, update daily recons for the merchant, deal with any other issues or matters raised by merchants daily
- Tracking team performance metrics, analysing data to identify areas for improvement, and implementing strategies to enhance service delivery, identifying opportunities for process enhancements to improve efficiency and customer satisfaction, and implementing best practices within the team
- Maintaining clear and effective communication within the team and with other departments to ensure alignment on goals and objectives, ensuring that the team adheres to company policies, industry regulations, and service standards
- Ensure any adhoc requests are completed daily, arrange site inspections for potential new installations, ensure devices are on high alert if any ATM is over limit, Arrange for ATM roller doors are opened due to any power interruptions
- Check and arrange on all ATM bombings, for tech and CIT to ensure that all assets are secure and safe, ensure case numbers and investigating officers’ details are logged within the incident reports within a specific timeline, arrange for device to uplifted and ATM rubble removed from site with (Riggers)
- Update and complete service reports, missed loads, repeat calls, Hardware software and availability reports for the client on a weekly basis to ensure the client has a full view of the weekly calls and services provided for correct and accurate billing
Monitoring and Support Controller
SBV services (PTY) limited.
Alberton
09.2018 - 12.2022
- Company Overview: (ABSA)
- Analyse poor performing ATMs and put an action plan in place to meet Availability targets of 98,00%
- Solving problems with the importation of data and non-existent transactions
- Escalate long outstanding ATMs to controllers in branches and put an action plan in place to resolve the issue and ensure ATMs are in good working order and in full operation e.g
- Checking devices on (AMSQ) monitoring system for successful transactions
- Closing false tickets on the system that are on the current state report and manage the relationship with clients communicating regularly to ensure that they are satisfied with regards to the running of cash machines
- Grant OTC access to custodians on the road and ensuring all security is in place and permission lists has been sent for fast, efficient and safe access
- Loading all permissions throughout the shift as received via email from centres
- Confirm and verify that the correct access is given by running the security check before codes are being issued to protect company assets and ensure there are no losses
- Keep all respective centres informed of any issues that will cause a delay on routes
- Ensure correct problem identification is reported to SBV help desk inform supervisor of any system figures
- (ABSA)
ATM Custodian
First National Bank (FNB)
05.2016 - 08.2018
- To be responsible for the safe custodianship of cash to the ATM from the respective cash centre, as well as the safe custodianship of deposits, retained cards which are taken back to the cash centre
- Ensuring ATMs are loaded to the set limit allocated to the ATM
- To always ensure that the ATM is not over the limit before the end of each day if so, custodian needs to advise ATM field controller
- To always adhere to Cross Pavement limits
- Test that the machine is functioning properly and in full operation for all customers
- Balancing of cash monthly to ensure cash and deposits on each ATM is in a balance state
- Perform 1st line technical support (if required) making sure all devices are in good working order and in full operation e.g
- Checking each device one by one and perform a proper shut down for all devices to reset
- Log a call with Controller if fault cannot be resolved
- Accompany (Technicians) (Diebold, bytes) to the respective ATM when required and ensure ATM is in full working order Oversee work carried out on the ATM and sign job card on completion
- First line maintenance (FLM) to assist run custodian with faults which is off route e.g
- Paper replenishment on the ATM or auto plus statements, maintenance in the cubicle, accompanying third party vendors e.g
- Fidelity security metal techniques, Bytes or Diebold
- Reduce Rand value of ATM/ADT differences as being the total of absolute net shortages plus absolute net surplus as reflected on the General Ledger of the business unit under control
- Comply with governance in terms of legislative and audit requirements, policies, process and procedures required for the Self-Service Devices
- Ensure cost controls within budgets requirements e.g
- Cell phones bills and tool of trade vehicle and effective control and management of overtime targets
- Provide feedback on the performance of vendor service SSD devices and sites e.g
- SBV, BTYES, BMS, DIEBOLD
- Conduct monthly cash and alarm checks on ATM/ADT devices to ensure that all ATM/ADT failures and site inefficiencies are reported immediately and ensure that strict SSD cleanliness standards are adhered to and monthly look and feel checklist are completed
ATM Controller
Standard Bank of South Africa
08.2013 - 04.2016
- The purpose of this job is to monitor and control operational activities within an allocated section of a region to ensure cost effective operational execution According to plan
- The job is responsible for effective resource management, workflow, risk control and minimising backlogs
- Coordinates activities of multiple internal and external teams and ensures that Service Level Agreements are met cost-effectively, applying strict control over compliance, security and adherence to policies and procedures
- Track and resolve incidents through coordinated activities of internal and external resources to ensure service availability as per agreed service requirements and standards
- Log IT incidents on Remedy, monitor ATMs from the live Pulse system E15s, as well as device maintenance calls on the relevant systems
- Monitors all cash consignments using the track and trace system and intervenes to correct out of SLA deliveries
- Resolves customer queries (received through e-mails, telephone, etc.) relating to cash logistics services and device availability and performance within specified service requirements and timelines
- Defines Encrypted Pin Pads onto the IT Security systems
- Seeks opportunities and recommends initiatives to reduce general administrative costs of outsourced operations while improving internal and external customer service
- Tracks (CIT) and maintenance vehicles tracking against plan (adherence to route plan and schedule) and takes corrective action in case of deviations from plans
- Maintains relationships with relevant regional Cash Logistics suppliers and service providers to ensure service standards, as articulated in service level agreements are consistently adhered to
- Complies with and ensures vendor compliance with policies and procedures as set out in the banks guidelines to minimise risk, from a physical and operational level
- Ensure Cash delivery occurs on time and in full (OTIF) according to the set standards of the operational plan
Audit officer
Standard Bank of South Africa
11.2012 - 08.2013
- Perform Audits on ATMs and cubicles
- Balancing of cash while custodian observes
- Ensures custodian follows and adheres to the banks policies and procedures
- Performs spot checks on a weekly basis on different ATMs or areas
ATM Custodian
Standard Bank of South Africa
05.2010 - 11.2012
- To be responsible for the safe custodianship of cash to the ATM from the respective cash centre, as well as the safe custodianship of deposits, retained cards which are taken back to the cash centre
- Ensuring ATMs are loaded to the set limit allocated to the ATM
- To always ensure that the ATM is not over the limit before the end of each day if so, custodian needs to advise ATM field controller
- To always adhere to Cross Pavement limits
- Test that the machine is functioning properly and in full operation for all customers
- Perform 1st line technical support (if required) making sure all devices are in good working order and in full operation e.g
- Checking each device one by one and perform a proper shut down for all devices to reset
- Log a call with Controller if fault cannot be resolved
- Accompany (CSE) (Diebold, bytes) to the respective ATM when required and ensure ATM is in full working order Oversee work carried out on the ATM and sign job card on completion
- First line maintenance (FLM) to assist run custodian with faults which is off route e.g
- Paper replenishment on the ATM or auto plus statements, maintenance in the cubicle, accompanying third party vendors e.g
- Cell secure metal techniques or Diebold
- Reduce Rand value of ATM/ADT differences as being the total of absolute net shortages plus absolute net surplus as reflected on the General Ledger of the business unit under control
- Comply with governance in terms of legislative and audit requirements, policies, process and procedures required for the Self Service Devices
- Ensure cost controls within budgets requirements e.g
- Cell phones bills and tool of trade vehicle and effective control and management of overtime targets
- Provide feedback on the performance of vendor service SSD devices and sites e.g
- SBV, BTYES, BMS, DIEBOLD
- Conduct monthly cash and alarm checks on ATM/ADT devices to ensure that all ATM/ADT failures and site inefficiencies are reported immediately and ensure that strict SSD cleanliness standards are adhered to and monthly look and feel checklist are completed
Floor Assistant
Aero Truck (PTY. LTD)
11.2008 - 02.2010
- Sales and repairs to merchandise
- Assisting in moulding department when needed spraying fibre glass into moulds for Aero dynamic kits for all makes and types of trucks
- General customer enquiries
- Stock control and management
- Departmental admin collation and reporting
- Making sure all bull bars are in the correct departments and labelled correctly
- Confirming all bull bars are in good condition before Courier Company collects the item for the respective customer
- Assisting with fitment of bull bars to different types of trucks and ensuring the item is in good condition for the customer
Bulk Teller
First National Bank (FNB)
12.2007 - 04.2008
- Assisting customers with cash withdrawals and deposits
- Data capturing
- Cashing of cheques
- Daily till balancing
- Provides account services to customers, cash checking
- Building effective relationships with client base
Education
Grade 12 - English (First language), Afrikaans, South African, Criminal Law, Statute Law, Introduction to Criminology, Law of Criminal Procedure & Evidence
Marias Viljoen High School
NQF Level 5 National Certificate - Banking
Institute of Literacy
11-2017
1-year BCom - supply chain management
Skills
- Business Process Optimization
- Business Rule Development
- Streamlined Business Procedures
- Business Introduction
Technical Support
Problem Escalation
Problem Solving
Technical Expertise
Hardware Troubleshooting
Remote Troubleshooting
SLA Management
Incident Response Management
Permanent
True
First Names
Ridwan Rocky
Personal Information
- Gender: Male
- Nationality: South African
Timeline
ATM Command Centre Monitoring & Tech Support Team Leader
TCM (TECHNOLOGY CORPERATE MANAGEMENT)
01.2023 - Current
Monitoring and Support Controller
SBV services (PTY) limited.
09.2018 - 12.2022
ATM Custodian
First National Bank (FNB)
05.2016 - 08.2018
ATM Controller
Standard Bank of South Africa
08.2013 - 04.2016
Audit officer
Standard Bank of South Africa
11.2012 - 08.2013
ATM Custodian
Standard Bank of South Africa
05.2010 - 11.2012
Floor Assistant
Aero Truck (PTY. LTD)
11.2008 - 02.2010
Bulk Teller
First National Bank (FNB)
12.2007 - 04.2008
1-year BCom - supply chain management
Grade 12 - English (First language), Afrikaans, South African, Criminal Law, Statute Law, Introduction to Criminology, Law of Criminal Procedure & Evidence
Marias Viljoen High School
NQF Level 5 National Certificate - Banking
Institute of Literacy
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