Emem Ukpe, Email & Phone Number

Lagos, Lagos State, Nigeria

• OCT 2019 - Current Manager, IT SupportZenith Bank Plc, Lagos
• Exercised leadership capabilities by developing Key Performance Indicators (KPI) to ensure internal service level agreement (SLA) objectives for customer responses are met on daily basis by monitoring tickets raised.
• Demonstrated strong organizational and time management skills while managing multiple projects and increasing service delivery by 70%.
• Adopt and administer Agile/Scrum processes in Sprint planning, Daily Scrum, Sprint reviews, and Sprint retrospectives, while aligning team members on Agile processes
• Demonstrate creativity and resourcefulness through the development and implementation of innovative bot solutions to handle user inquiries while improving service delivery to users by 50% using Microsoft Power Virtual.
• Used critical thinking to break down problems, evaluate solutions and make decisions to improve service delivery to customers.

Lagos, Lagos State, Nigeria

• Maximized performance of Bank Services by monitoring daily activities on Dynatrace dashboard.
• Configuration of on-boarded services on Dynatrace dashboard for proper monitoring.
• Report service alarms and failures as indicated on Dynatrace Dashboard timely and ensure uptime of 99.9%.
• Performed root cause analysis for degraded and failed services with view to resolving and recommendation for improvement.
• Established team priorities, maintained schedules and monitored performance

Lagos

• Front-line Enterprise management support of all dynamic e-banking products including internet banking, deposit notification, mobile banking. Etc.
• Developed Key Performance Indicators (KPI) to ensure internal service level agreement (SLA) objectives for customer responses are met monthly.
• Supervised and managed team of customer support operators while supporting banking software applications, password administration and new users' creation on banking applications for over 5000 users.
• Manage performance metrics, agent productivity, training and coaching for direct customer support agents.
• Develop and maintain standardized procedures and manuals for supported software.
• Building and maintaining knowledgebase database.

Lagos

• Managed a team of analysts that provide tier-3 support for clients’ telecommunication infrastructure including microwave, satellite WAN connectivity.
• Tracking, analyzing and managing customer satisfaction survey results.
• Tier-3 support for the Remedy enterprise problem tracking hardware and software.

Lagos

• Establishes, maintains and monitors a system of problem tracking and user service requests in order to provide a centralized customer support.
• Communicates with affected users concerning cause of outages and progression of scheduled and non-scheduled network down time.
• Coordinate second and third level escalation response and provide follow up.
• Maintains performance records and statistics of network/link availability.

Master Of Science (M.S.), Information Technology

Bachelor Of Science (B.Sc.), Computer Science, Second Class Upper