Ememobong Ukpe
Senior Technical Support Manager
Lagos
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
20
20
years of professional experience
6
6
years of post-secondary education
Work History
Senior Technical Support Manager
Zenith Bank Plc
Lagos
08.2007 - Current
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Demonstrated creativity and resourcefulness through the development of innovative solutions.
- Proven ability to develop and implement creative solutions to complex problems.
- Skilled at working independently and collaboratively in a team environment.
Customer Support Unit Manager
Connectivity Solutions Ltd
Lagos
05.2006 - 08.2007
- Managed a team of analysts that provide tier-3 support for clients’ telecommunication infrastructure including microwave, satellite WAN connectivity
- Tracking, analyzing and managing customer satisfaction survey results
- Tier-3 support for the Remedy enterprise problem tracking hardware and software.
Service Desk Support Analyst
SCHLUMBERGER INFORMATION SOLUTION, OMNES
Lagos
09.2004 - 05.2006
- Establishes, maintains and monitors a system of problem tracking and user service requests in order to provide a centralized customer support
- Communicates with affected users concerning cause of outages and progression of scheduled and non-scheduled network down time
- Coordinate second and third level escalation response and provide follow up
- Maintains performance records and statistics of network/link availability.
SOFTWARE SUPPORT
04.2003 - 09.2004
- Installation and administration of business objects in the bank for the purpose of generating reports from the FLEXCUBE database
- Design and generation of reports from the database using SQL plus/ business objects
- Application support of the banking software which resides on oracle
- Configuration and installation of banking software (FLEXCUBE
Education
Bachelor of Science - Computer Science
University of Abuja
Abuja, Nigeria 08.1994 - 08.1998
Master of Science - Information Technology
Walden University
Minnesota, USA 07.2013 - 10.2015
Skills
Team Leadership & Developmentundefined
Accomplishments
- MICROSOFT CERTIFIED DEVOPS ENGINEER EXPERT-2021
- MICROSOFT CERTIFIED AZURE DATABASE ADMINISTRATOR-2021
- MICROSOFT CERTIFIED AZURE FUNDAMENTALS-2020
- PROFESSIONAL SCRUM MASTER 1-2020
- ITIL CERTIFICATION IN MANAGING ACROSS THE LIFECYCLE(MALC)-2019
- ITIL EXPERT CERTIFICATION IN IT SERVICE MANAGEMENT-2019
- ITIL INTERMEDIATE CERTIFICATE IN IT SERVICE DESIGN - 2019
- ITIL INTERMEDIATE CERTIFICATE IN IT SERVICE TRANSITION - 2018
- ITIL INTERMEDIATE CERTIFICATE IN IT SERVICE STRATEGY - 2016
- ITIL INTERMEDIATE CERTIFICATE IN IT CONTINUAL SERVICE IMPROVEMENT - 2016
- ITIL INTERMEDIATE CERTIFICATE IN IT SERVICE OPERATION - 2015
- ITIL V3 FOUNDATION BRIDGING CERTIFICATE – 2009
- ORACLE DATABASE 10g ADMINISTRATOR CERTIFIED PROFESSIONAL – 2007
Affiliations
Member, AXELOS (full name)
Trainings Attended
- MICROSOFT AZURE
Timeline
Master of Science - Information Technology
Walden University
07.2013 - 10.2015
Senior Technical Support Manager
Zenith Bank Plc
08.2007 - Current
Customer Support Unit Manager
Connectivity Solutions Ltd
05.2006 - 08.2007
Service Desk Support Analyst
SCHLUMBERGER INFORMATION SOLUTION, OMNES
09.2004 - 05.2006
SOFTWARE SUPPORT
04.2003 - 09.2004
Bachelor of Science - Computer Science
University of Abuja
08.1994 - 08.1998
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