Ezechi Benedine Nwaduru

EZECHI NWADURU Application Support Engineer Lagos, Nigeria Email:-Phone: - LinkedIn: www.linkedin.com/in/ezechi-nwaduru-b PROFESSIONAL SUMMARY Experienced Application Support Engineer with over 10 years in IT service management, incident resolution, and application troubleshooting. Adept at managing Java-based applications, Spring Boot, and debugging microservices in high-availability environments. Strong background in incident management, monitoring, root cause analysis (RCA), and automation to improve service capabilities. Proven ability to collaborate with cross-functional teams to optimize system performance and ensure service continuity. TECHNICAL SKILLS       Programming & Debugging: Java (Spring Boot, Spring Core), SQL, Python Application Support: Incident resolution, RCA, service management (ITIL) Monitoring & Tools: Fresh Desk, Fresh Service, Grafana, ELK Stack, Dynatrace, AppDynamics Middleware & Cloud: Kafka, RabbitMQ, AWS, Azure, Docker Database Management: MySQL, PostgreSQL, MSSQL Version Control & CI/CD: Git, Jenkins, Ansible WORK EXPERIENCE Nigeria Inter-Bank Settlement Systems PLC (NIBSS) Senior Application Support Engineer November 2019 - Present | Lagos, Nigeria    Managed Level 2 and Level 3 technical support for mission-critical applications, ensuring 99.9% uptime. Diagnosed and resolved Java application issues, including performance bottlenecks. Implemented proactive monitoring solutions using Solarwinds Orion, AppDynamics, Dynatrace, Grafana and ELK Stack to detect and resolve application failures before impacting end users.     Spearheaded incident response & root cause analysis (RCA) for production issues, reducing Mean Time to Resolution (MTTR) by 30%. Collaborated with DevOps and development teams to implement permanent fixes and automation solutions for repetitive support tasks. Played a key role in ITSM implementation, streamlining ticketing workflows and SLA compliance. Participated in disaster recovery planning and execution, ensuring business continuity in case of failures. Pagatech Limited Senior Operations / Application Support Analyst April 2014 - November 2019 | Yaba, Lagos     Provided Level 2 support for enterprise applications, resolving over 1,000+ incidents annually. Led a team of application support engineers to handle escalations and major incidents. Developed and maintained technical documentation and knowledge base articles to improve self-service capabilities. Collaborated with engineering teams to deploy new application updates while ensuring backward compatibility. KEY PROJECTS & ACCOMPLISHMENTS    Incident Reduction via Automation: Developed log analysis scripts to automate root cause identification, reducing average troubleshooting time by 40%. Cloud Migration: Assisted in migrating legacy applications to NUTANIX, optimizing resource allocation and improving scalability. Service Reliability Engineering (SRE) Implementation: Introduced proactive monitoring practices using Prometheus and Grafana, AppDynamics, Dynatrace and Solarwids Orion significantly improving MTTR and system reliability. CERTIFICATIONS       ITIL Foundation Certificate – IT Service Management NUTANIX Enterprise Cloud Administration Certified Kubernetes Administrator (CKA) (In Progress) edX Verified Certificate - Introduction to Computer Science Microsoft Virtual Academy Certifications in C#, HTML5, CSS3, and JavaScript Confluent Developer Skills for Building Apache Kafka EDUCATION  University of Benin - Bachelor's Degree in Computer Engineering TOOLS & TECHNOLOGIES     Incident Management: Fresh Desk, Fresh Service, Jira Monitoring & Logging: ELK Stack, Prometheus, Dynatrace, AppDynamics, Solarwinds Orion Database Technologies: MySQL, PostgreSQL, MSSQL Cloud & Containerization: NUTANIX, Docker