Peter Osika

PETER OSIKA (- |- PROFESSIONAL SUMMARY Experienced technical support professional delivering reliable information and communications technology assistance. Maintained robust, high-performing systems through ongoing monitoring and improvement implementation. Resolved issues quickly and accurately through focused troubleshooting. An Industrious professional with wide background of supervising staff and managing operational standards. Excellent leadership and organizational skills. EXPERIENCE 02/2024 to Present Application Support Engineer Accenture • Delivered second-level support for application incidents, service requests, and general inquiries. • Troubleshoot and resolved application-related issues efficiently and effectively. • Collaborated with developers, vendors, and internal teams to investigate and resolve complex issues. • Performed routine maintenance and manage application configurations to ensure optimal performance. • Monitored application systems proactively to identify and address performance concerns. • Supported the testing, deployment, and documentation of updates, patches, and new applications. • Developed and maintain end-user documentation including user guides, FAQs, and training materials. • Assisted with application integration efforts to ensure compatibility and seamless operation with other systems. • Provide first line support for Mambu applications and services in Salesforce • Managed & triaged incoming requests and assign it to the relevant support team • Ensured all support tickets are responded to within the agreed service level timeframe • Solved technical issues reported by our customer. Performed basic technical triage using tools such as Grafana, and MS SQL. • Manage resolution, internal and external communication for major incidents (P1 & P2) • Drove product reliability improvement efforts across systems • Built the technical knowledge base and process improvements • Worked collaboratively with other support teams across regions 09/2021 to 12/2023 Application Support Engineer - Lead BlueSoft Development of process aimed to decrease number of defects Handling day-to-day meetings with Release and QA teams In-depth analysis of critical issues Problem management Release and Maintenance Management Out of hours product support Performed root cause analysis to identify and implement corrective actions, maintaining quality control. • Provided data for period reporting and management reviews, supporting future business strategy. • Advised team members on key project requirements to achieve cost, quality and timescale objectives. • Coached and mentored operational teams on quality-related activities, uplifting production standards. • Trained junior staff in quality standards and policies, improving productivity and accuracy in operations. • Supervised teams during production operations, ensuring quality was prioritised throughout assigned tasks. • Checked finished products before shipping, ensuring products complied with quality and safety standards. • Controlled and ordered documented information, upgrading record management processes for ease of retrieval. Senior Technical Support Engineer ZEP-Technologies • • • • • • • 12/2018 to 09/2021 • • • • • • • • • • • • • • CRM support. API development and tune up. L3 - in-depth analysis of critical user issues. UAT, QA and PROD deployments coordination. Keep local knowledge bases up to date Java cluster maintenance. Cooperation with QA and dev team Updated software for new functionality and improved security. Conducted tactical troubleshooting to identify faults. Educated service users on new software updates and system capabilities. Provided clear and concise step-by-step technical support to guide clients. Conducted training sessions with customers to demonstrate software updates, new systems and hardware. Logged and completed reports to submit technical details to management. Aided management in designing training manuals for usage and troubleshooting. 12/2016 to 08/2018 Support Engineer / System Analyst Neptune Technology Center • Prepare detailed reports/diagrams/charts to present information to product owners; run conferences; initiate fixes and changes to improve product quality basing on customer's point of view, control their deployment, track positive/negative influence • Developed and implemented processes based on ITIL conceptions aimed at decreasing of complaints inflow and working process automation. • Take part in testing process on UAT and QA. • In-depth analysis of critical user issues. • System health monitoring and tune up. • Solving access issues. • Load-balancing and synchronization of the cluster. • Regular complex reporting and KPI calculations • 24/7 (on shifts) support of Java clusters, issue tracking, analytics and communication with customers. • System monitoring and update (issue tracking, escalation process, staging/production deployment process etc.). • Monitor customers' queries (mail, phone, HD, etc.). • Improve new features and bug tracking in CRM and Billing systems. • Cooperation with QA and dev team • Ensure call-centre/help-desk workability (90 operators + outsourcing). CORE QUALIFICATIONS JavaScript, HTML/CSS Simple Object Access Protocol Java, .Net (ASP, VB), C#, JavaScript Extract Transform Load (ETL) Technical writing, Documentation (Solutions, API Specification) Systems Integration MS Word, Excel, Power Point Business Support Systems (BSS), OSS Change Management JIRА, Zendesk Project management Technical Support Product Support knowledge CRM and Billing systems Technical problem-solving DevOps Team leadership Automation Quality management, Managed Services, PostProduction Root Cause Analysis • SQL, MongoDB, NoSQL, JSON • • • • • • • • • • • • • • • • • • • • EDUCATION Bachelors: Information Systems, Software Engineering University of Hertfordshire - United Kingdom Higher National Diploma: Software Engineering APTECH Computer Education - Nigeria/India ACCOMPLISHMENTS • Planned and coordinated Agility Convergence projects resulting in increased subscriber base and revenue. • Developed and instituted employee training and retention initiative that reduced employee turnover by 60% within a 3months period. • Streamlined workflow by consolidating lengthy processes and redundant documentation which resulted in more effective and timely completion of billing Process. • CIO Best Support Engineer Year 2019, 2020 and 2023 CERTIFICATIONS • Certified Java Programmer • Certified Web-Application Trainer