EMMANUEL EZUGHA
Lagos,Nigeria
Summary
Dedicated and experienced Application Support Analyst with a proven track record of providing efficient and effective technical support to ensure the smooth operation of critical business applications. Seeking to leverage my expertise in troubleshooting, incident management, and user support to contribute to the success of your organization by delivering high-quality support services and driving continuous improvement in application performance and reliability.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
Work history
Application Support Analyst
Air Peace Limited
GRA Ikeja Lagos, Nigeria
02.2020 - Current
- Collaborated with cross-functional teams to implement software solutions and drive initiatives forward
- Communicated effectively with stakeholders, including users, developers, and project managers, to ensure alignment and transparency
- Investigated and diagnosed software issues reported by users or detected through monitoring tools
- Analyzed logs, error messages, and user feedback to identify the root cause of problems
- Developed and implemented solutions or workarounds to resolve issues promptly
- Monitored the performance and availability of applications, using monitoring tools to proactively identify and address potential issues
- Performed routine maintenance tasks such as software updates and patches, and to ensure optimal performance
- Contributed to knowledge bases to share insights and best practices with colleagues and users
- Participated in the planning and execution of software releases and changes, including testing and validation activities
- Ensured that changes are deployed smoothly and without disruption to users
- Analyzed support trends and metrics to identify opportunities for process improvement and efficiency gains
- Recommended enhancements or optimizations to applications based on user feedback and evolving business needs
- Efficient support of Air Peace Applications for Business Continuity: APM, Contact Center App (HODUCC, CRM(Zoho), ERP, Office 0365, Ticketing/Reservation System (Crane), Sophos, AD Software, Q-Pulse, BI, Jet Planner, Zoho Service Desk, SITA World Tracer, Air Peace Mobile Application, Website.
Systems Analyst
Air Peace Limited
GRA Ikeja Lagos, Nigeria
02.2018 - 01.2020
- Collaborated with stakeholders to understand business needs and requirements for new systems or enhancements to existing systems
- Translated business requirements into technical specifications for system design and development
- Evaluated existing systems and technologies to identify opportunities for integration and improvement
- Provided technical guidance and support during the development, testing, and deployment phases of the software development life cycle (SDLC)
- Created and maintained technical documentation, including system requirements specifications, design documents, and user manuals
- Provided training and support to end-users to ensure effective use of systems and applications
- Managed changes to system requirements, scope, and design throughout the project lifecycle
- Assessed the impact of proposed changes and coordinated change implementation to minimize disruptions
- Collaborated with project managers to plan and prioritize project activities, resources, and deliverables
- Monitored project progress, identified risks and issues, and took corrective actions as needed to ensure project success
- Identified opportunities for process improvement and optimization within the systems development and implementation processes
- Recommended and implemented best practices, tools, and methodologies to enhance efficiency and effectiveness
- Communicated effectively with stakeholders, including business users, project teams, and technical teams, to ensure alignment and transparency throughout the project lifecycle
- Presented findings, recommendations, and project updates to stakeholders clearly and concisely.
HRIS Assistant
Air Peace Limited
01.2017 - 01.2018
- Administered user access and security settings to ensure data integrity and compliance with privacy regulations
- Managed employee data, including new hires, terminations, promotions, transfers, and changes to employee demographics
- Ensured the accuracy and completeness of employee records by regularly auditing and updating data
- Developed and generated reports and analytics to provide insights into HR metrics and key performance indicators (KPIs)
- Analyzed data trends and patterns to support data-driven decision-making and strategic planning
- Managed data exchanges and interfaces between Air Pace and external systems or vendors
- Prepared and submitted regulatory reports and government surveys
- Identified opportunities for process improvement and optimization within HR operations using technology and automation
- Worked closely with HR and IT teams to implement system enhancements and upgrades to improve efficiency and user experience.
Business System Analyst
Jessy Integrated Services
12.2014 - 12.2016
- Collaborated with stakeholders to gather, document, and analyze business requirements for new projects, systems, or enhancements
- Used techniques such as interviews, workshops, surveys, and observation to elicit requirements effectively
- Modeled and analyzed current business processes to identify inefficiencies, bottlenecks, and areas for improvement
- Developed business process maps, diagrams, and workflow models to visualize and communicate process changes
- Translated business requirements into functional specifications and technical requirements for system design and development
- Evaluated potential technology solutions and vendors to ensure alignment with business needs and objectives
- Built and maintained relationships with key stakeholders, including business users, project sponsors, and IT teams
- Facilitated communication and collaboration between stakeholders to ensure alignment and buy-in for proposed solutions
- Prioritized requirements based on business value, feasibility, and project constraints
- Managed changes to requirements throughout the project lifecycle, ensuring alignment with project scope and objectives
- Developed training materials and user documentation to support the implementation of new systems or processes
- Delivered training sessions and provided ongoing support to end-users to ensure the successful adoption of new solutions
- Analyzed business data to identify trends, patterns, and insights that inform decision-making and drive business improvements.
Education
Senior School Certificate - undefined
Comprehensive Secondary School, Yenagoa Bayelsa State, Nigeria
First School Leaving Certificate - undefined
Holy Ghost Primary School, Makurdi, Benue State, Nigeria
Side Hustle Internship 7.0 Front End Web Development program - undefined
Azure Fundamentals - undefined
Sophos ERD Certified Admin - undefined
Sophos XDR Certified Admin- Threat Hunting - undefined
Google Cloud (Google Africa Developer Training Program) - undefined
ITIL 4 Foundation Course, Axelos ATO - undefined
Security Awareness Campaigns, Udemy - undefined
Introduction to Q-Pulse User Q-Pulse Administration, Ideagen - undefined
International Project Management Professionals - undefined
Horebson Resource - undefined
Nigeria Red Cross Organization, Akwa Ibom State - undefined
Bachelor of Science - Computer Science
Madonna University
Nigeria 10.2007 - 10.2011
Skills
- Proficiency in various operating systems (Windows, Unix/Linux, Mac) and platforms
- Knowledge of databases and SQL querying for troubleshooting and data analysis
- Familiarity with programming languages such as Java, and scripting languages (CSS, HTML) for automation tasks
- Strong analytical and troubleshooting skills to diagnose and resolve complex technical issues efficiently
- Ability to perform root cause analysis to identify underlying causes of recurring problems and implement permanent solutions
- Excellent communication and interpersonal skills
- Strong customer service orientation with a focus on delivering high-quality support and exceeding customer expectations
- Ability to manage multiple tasks and priorities effectively in a fast-paced environment
- Proficient in documenting troubleshooting steps, resolutions, and system configurations accurately
- Collaboration skills to work effectively with cross-functional teams
- Willingness to share knowledge and best practices
- Ability to adapt to evolving technologies and changing business needs
- Commitment to continuous learning and self-improvement
- Strong attention to detail to ensure accuracy in troubleshooting, documentation, and resolution of issues
- Thoroughness in testing and validation of solutions to prevent the recurrence of issues
- ITIL Framework Knowledge
- Familiarity with IT service management processes and principles, such as incident management, problem management, and change management, based on the ITIL framework
Personal Information
Gender: Male
Custom
- Traveling
- Reading
- Sports
- Chess
- Video Games
- Movies
- Table games (Chess)
Timeline
Application Support Analyst
Air Peace Limited
02.2020 - Current
Systems Analyst
Air Peace Limited
02.2018 - 01.2020
HRIS Assistant
Air Peace Limited
01.2017 - 01.2018
Business System Analyst
Jessy Integrated Services
12.2014 - 12.2016
Bachelor of Science - Computer Science
Madonna University
10.2007 - 10.2011
Senior School Certificate - undefined
Comprehensive Secondary School, Yenagoa Bayelsa State, Nigeria
First School Leaving Certificate - undefined
Holy Ghost Primary School, Makurdi, Benue State, Nigeria
Side Hustle Internship 7.0 Front End Web Development program - undefined
Azure Fundamentals - undefined
Sophos ERD Certified Admin - undefined
Sophos XDR Certified Admin- Threat Hunting - undefined
Google Cloud (Google Africa Developer Training Program) - undefined
ITIL 4 Foundation Course, Axelos ATO - undefined
Security Awareness Campaigns, Udemy - undefined
Introduction to Q-Pulse User Q-Pulse Administration, Ideagen - undefined
International Project Management Professionals - undefined
Horebson Resource - undefined
Nigeria Red Cross Organization, Akwa Ibom State - undefined
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