ENIOLUWA OGUNDIPE
Lagos state,Nigeria
Summary
Results-driven User Support Technician with keen interest in providing technical assistance and solving problems. Proficient in troubleshooting hardware issues , offering exceptional customer service and collaborating with cross-functional teams to deliver business-critical enhancements, enhance operational efficiency and deliver seamless user experiences.
Overview
2
2
years of professional experience
1
1
Certification
Work history
User Support Technician (Team Lead & Executive Support)
Zenith General Insurance Ltd
Lagos
2024.08 - 2026.05
- Lead User Support operations, improving resolution timelines and efficiency by 10% while increasing user workflow speed by up to 50%
- Provided end-to-end application support across 12 branches nationwide, ensuring consistent availability and performance.
- Delivered remote and physical support at scale, resolving 20–40 tickets weekly.
- Support multiple enterprise applications across Turnquest General Insurance suite( GIS, FMS, GIS, CRM),Marine Application, and Marketing Tracker.
- Resolved various user issues across all company departments( Claim, Underwriting, reinsurance,Finance,EDM,Marketing) thereby increasing work efficiency by 30%
- Serve as primary technical support for senior executives, ensuring minimal downtime.
- Improved application stability by 7% through proactive monitoring and issue resolution.
- Execute SQL queries for troubleshooting, reporting, and backend validation using Oracle datatbase.
- Coordinate with vendors and internal teams to resolve complex issues and deploy enhancements.
- Carried out UAT testing for system updates across various company departments before deploying on both UAT and production environment
- Manage system backups, environment sync, and release activities.
- Collaborated with developers team to resolve issue across marketing tracker application.
- Collaborated with software developers in testing new software products before deployment.
- Created detailed reports on resolved issues for future reference.
- Performed data backups to prevent loss of critical information, using MobaXterm Oracle database, Oracle weblogic server as core tools.
Education
B.Sc. - Psychology
Redeemer’s University
Skills
- Application Support & Troubleshooting
- Team Leadership & Support Coordination
- Oracle Database (SQL, Reporting & Optimization)
- Linux Server Administration
- User Acceptance Testing (UAT) & Deployment
- Project development and Business requirement documentation
- Enterprise Application Monitoring
- Stakeholder & Vendor Collaboration
- Incident and problem management
Certification
- CompTIA Linux+ Training (Certificate of Completion) – New Horizons | 2025
- Microsoft Power Apps Training (Certificate of Completion) – New Horizons | 2024
- SQL for Beginners (Certificate of Completion) | 2023
PROJECTS & KEY ACHIEVEMENTS
Claims Authorization Process Redesign (TQ): Improved workflow efficiency and reduced bottlenecks., Reinsurance Reporting Enhancement: Upgraded FAC IN/OUT and Coinsurance reporting accuracy., Finance Module Support: Assisted in requirements and validation for Bonds & Investments module (not deployed)., Business Analysis: Gathered requirements and coordinated system enhancements and deployments.
Timeline
User Support Technician (Team Lead & Executive Support)
Zenith General Insurance Ltd
2024.08 - 2026.05
B.Sc. - Psychology
Redeemer’s University