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
2022.07 - 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
2021.07 - 2022.07
- 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
2020.08 - 2021.06
- 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
2019.08 - 2020.03
- 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
2018.01 - 2018.10
- 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 2013.05 - 2017.05
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)
2022.07 - Current
Customer Success Engineer
Ajua Inc
2021.07 - 2022.07
Software Support Engineer
Tek Experts Nigeria
2020.08 - 2021.06
Software Support Engineer
Talamus Healthcare Ltd
2019.08 - 2020.03
Software Support Engineer
Diro Systems Ltd
2018.01 - 2018.10
Bachelor of Science - Mathematics
Federal University, Ndufu-Alike, Ikwo
2013.05 - 2017.05
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
Similar Profiles
Nicholas WrightNicholas Wright
Senior Data Scientist at SMG - Service Management GroupSenior Data Scientist at SMG - Service Management Group
Curtis LinvilleCurtis Linville
Software Engineer at Service Management GroupSoftware Engineer at Service Management Group
Kay Kalunga KabweKay Kalunga Kabwe
Jira Developer at Service Management GroupJira Developer at Service Management Group