IFEANYICHUKWU UDOCHU
TECHNICAL SUPPORT ENGINEER / APPLICATION SUPPORT ENGINEER
(+234) 8132476911 aifycodes@[Link] [Link]
PROFESSIONAL SUMMARY
Accomplished Application Support Engineer with over 4 years of experience in providing top-tier technical
support to customers. Proven expertise in triaging and resolving complex issues, ensuring minimal downtime,
and enhancing user satisfaction. Skilled in collaborating with cross-functional teams to deliver efficient solutions
and drive continuous improvement. Dedicated to maintaining high standards of service and contributing to the
success of both clients and the organization.
SKILLS / COMPETENCIES
■ SQL Server, Oracle, Postgres, MySQL ■ Linux ■REST APIs ■JIRA ■ Python, C#, Java, HTML5, CSS3
■ SWIFT ■ Application Performance Management ■ Technical Support ■Customer Service ■Team work
■Application Deployment ■Documentation
PROFESSIONAL EXPERIENCE
July 2022 till date - Application Support Analyst – IT-Wholesale Banking, Access Bank PLC, Lagos
Nigeria.
■ Providing high-quality technical and functional support for corporate payment applications of the bank, via
email, MS Teams chat and service ticket platform (Service Desk).
■ Ensuring Availability and High Performance of applications under my support purview.
AccessPay Revamp (Corporate Collections Payments Platform, MT940/942, MTN MoMo, RTGS 102, UPSL
Inflow Service
■ Ensuring daily resolution of incidences logged on service desk portal, timely escalation of unresolved
incidents, and documenting problem resolution steps in the unit’s knowledge base.
■Work with Engineering and other Operations teams to diagnose and solve users’ technical problems
■Managing and resolving issues with partner API integrations with applications under my purview
■Working with SQL (T-SQL, PL-SQL) to query and obtain results from application databases
■Optimize our support documentation and processes to improve users’ experiences which helped scale our
operations
■ Training and mentoring new team members
September 2021 – June 2022 - Technical Delivery & Application Support Analyst
Access Bank PLC, Lagos Nigeria.
■ Providing high-quality technical and functional support for Flexcube, Bank-One applications across the
enterprise to technical and non-technical end users.
■ Ensuring Availability and High Performance of Flexcube, and Bank-One application in the branches.
■ Ensuring daily resolution of incidences log on service desk portal, Timely escalation of unresolved incidents,
and documenting problem resolution steps in the unit’s knowledge base.
■ Act as the Technical Project Manager within the team and contribute to the delivery of the business strategy
and great customer experience.
■ Work alongside other team members to elevate technology and consistently apply best practices.
■ Delivering robust and business relevant project reporting and project metrics.
■ Interact with key stakeholders including product owners, tech leads, developers, QAs to 'make things happen'.
■ Collaboratively set milestones and produce KPIs on progress and quality.
June 2020 – July 2021 - Technical Support Engineer, Tek-Experts Nigeria, Lagos.
■ Support Microfocus Application Lifecycle Management products (ALM Quality Center and Octane)
■ Handling critical impact cases through ticketing system with customers from all over the world.
■ Provide ongoing maintenance, support and enhancements in existing systems and platforms.
■ Collaborate cross-functionally with business users, project managers and other engineers to achieve elegant
solutions.
■ Provide recommendations for continuous improvement.
January 2020 - March 2020 - Project Manager, WePrototype Technologies, Lagos.
■ Conduct kick-off meeting and technical meetings with all key stakeholders to announce the start of the project
and review the overall project plan, progress, questions, and gain consensus.
■ Research and evaluate specs, project scope, project schedule, to keep the project plan accurate, updated,
reflective of project changes and facilitate customer acceptance.
■ Collaborate with engineering teams to design, scope, and shepherd features.
■ Assign and oversee the daily tasks of technical personnel to ensure all were working toward established
milestones.
■ Respond to RFI/RFP on prospects as it concerns project management.
February 2016– June 2017 IT Administrator (Northern Region), Makasa Sun Nigeria Ltd,
Gwarinpa, Abuja
■ Attending to IT technical problems of users in Northern region comprising of five (5) states.
■ Providing technical support to regional staff/users over the phone or in person.
■ Setting up and configuring new laptops
■ Ensured printers were always up and running.
■ Install authorized software on laptops, configuring emails
■ Educating users via email on network security and related issues.
■ Ensure all logs for equipment and users are maintained.
■ Interfaced with third party vendors on local purchases with approval from Head IT and regional management.
■ Escalate IT issues to Head IT where necessary.
EDUCATION
Bachelor of Science – Computer Science
Michael Okpara University of Agriculture, Umudike - Umuahia, Abia State, Nigeria
INTERESTS
Computers, Reading, Watching Documentaries, Football, Lawn Tennis & Chess
REFERENCES
Available on request
