Emmanuel Ozor
Senior Software Support Engineer
Summary
A User-Centric Senior Software Support engineer with proven years of experience in managing and supporting IT infrastructure, delivering Customer support and ensuring great user experience. Excelled in a multicultural and fast paced environment, collaborated within a large team and provided technical support to improve productivity, facilitate great user experience, and smooth business operation.
Overview
6
6
years of professional experience
4
4
years of post-secondary education
8
8
Certifications
1
1
Language
Work History
Senior Software Support Engineer
Service Management Group (SMG)
Kansas City
07.2022 - Current
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Collaborated with outside departments to implement system-wide improvements.
- Suggested software and hardware modifications to reduce lag time by 15% and improve overall speed.
- Applied superior SQL knowledge to improve Database call speed by 25%.
- Monitored systems in operation and quickly troubleshot errors.
- Performed root cause analysis and general troubleshooting.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
Customer Success Engineer
Ajua Inc
Nairobi
07.2021 - 07.2022
- Serve as level-three support engineer on production services implemented at customer sites as well as centrally maintained services
- Implement and maintain system monitoring tools deployed at the customer’s premises and coordinate with the service desk personnel to ensure smooth service uptime
- Prepare and present service reports with insights and service improvement plan implementation
- Take lead on service improvement deliverables as far as the customer is involved
- Responsible for requirements gathering and documentation during project discovery in the delivery process
- Translate gathered requirements into technical design documents that will include Product definition document, High-level design document and Low-level design document
- Prepare technical proposal documentation for projects
- Assist in sales calls where there is a technical aspect of the project that needs to be explained to the customers
- Deliver the various technical aspects of the Ajua Delivery Model
- Maintain customer relationships by building technical relationships with the customers’ Engineering and Business Management teams
- Assist in reporting requirements when they arise with the customer
- Building and engineering support tools to enhance Ajua’s products and services
Software Support Engineer
Tek Experts Nigeria
Lagos
08.2020 - 06.2021
- Provided L1/L2 technical support for all Severity Cases and resolved 90% of the cases without Escalating to L3
- Engaged in several systems troubleshooting and problem resolution activities in an enterprise production environment
- Delivered exceptional support to top clients and resolved critical issues within SLA
- Maintained Collaborations with Research and development team, sales team,
- Managed and properly routed customers communications to and from internal teams
- Provided consistent updates to the Knowledge base and user guide manual
- Established collaboration with internal and external teams Across EMEA, America and APAC region to ensure 24/7 Service availability
- Assessed customers’ needs and identified opportunities for solution upselling
- Improved ticket resolution time by 40% through efficient management of ticket
- Queue and case assignment using a ticketing system
- Successfully managed 100% of service requests from across EMEA through remote access, email, Phone calls and chats
- 2x recognised as most outstanding engineer of the month among 2000+ other engineers
- Received multiple 5-star customer reviews and exceeded set KPI every month
- Assessed Customers' needs and scoped reported issues to ensure a tailored and timely resolution.
Software Support Engineer
Talamus Healthcare Ltd
Lagos
08.2019 - 03.2020
- Application monitoring, performance tuning, testing and availability/capacity planning
- To analyse, define and implement interfaces between business applications to provide integrated solutions
- Interact with various internal IT support functions, Development, Operations, QA and external 3rd party vendors to troubleshoot and resolve complex problems
- Ability to deploy and support complex 3rd party developed applications
- Also Specify, implement, install and configure new third party business applications to ensure that
- The product meets the needs of the service area, liaising with project managers and suppliers where necessary
- Active identification of incidents and manage the incident resolution process to provide service recovery
- Assist personnel of other departments as a computer resource
- Provide on-the-job training to new department staff members
- Provide orientation to new company staff.
Software Support Engineer
Diro Systems Ltd
Lagos
01.2018 - 10.2018
- Contributed to a multi-million Naira project that facilitated a 99.1% up-time on the Video surveillance at the assigned branches, through ensuring the regular maintenance of the network switches and CCTV solution
- (Diamond Bank Plc)
- Reduced customer transaction complaints significantly through the implementation of a multi-million project, the voice logger solution in all branches in Nigeria (Union Bank)
- Contributed toward network installation encompassing 150 workstations, 50 printers, and 4 communication rooms with supporting infrastructure
- The move was
- Accomplished within 8 weeks
- Increased the client satisfaction rating by 25% over a 4-month period as an IT
Education
Bachelor of Science - Mathematics
Federal University, Ndufu-Alike, Ikwo
Ebonyi State, Nigeria 05.2013 - 05.2017
Skills
Technical supportundefined
Certification
LFS250: Kubernetes and Cloud Native EssentialsLFS250: Kubernetes and Cloud Native Essentials The Linux FoundationThe Linux Foundation
Additional Information
- Willing to relocate: Anywhere
Timeline
Senior Software Support Engineer
Service Management Group (SMG)
07.2022 - Current
Customer Success Engineer
Ajua Inc
07.2021 - 07.2022
Software Support Engineer
Tek Experts Nigeria
08.2020 - 06.2021
Software Support Engineer
Talamus Healthcare Ltd
08.2019 - 03.2020
Software Support Engineer
Diro Systems Ltd
01.2018 - 10.2018
Bachelor of Science - Mathematics
Federal University, Ndufu-Alike, Ikwo
05.2013 - 05.2017
LFS250: Kubernetes and Cloud Native EssentialsLFS250: Kubernetes and Cloud Native Essentials The Linux FoundationThe Linux Foundation
March 2022 to Present
Microsoft Certified: DevOps Engineer Expert
February 2022 to February 2023
Microsoft Certified: Azure Security Engineer
November 2021 to November 2022
Microsoft Certified Azure Administrator Associate
September 2021 to September 2022
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