Freedom Chidozie Ememandu

EMEMANDU, FREEDOM CHIDOZIE Block 324 Unini Street, Old Maitama, Kubwa, Abuja, Nigeria | +234 -- SUMMARY Areas of Specialization includes: C#, ASP.Net Technologies,ASP.NET MVC, HTML5, JavaScript, AngularJs, Software Design Patterns, Database Designing using Microsoft SQL Server 2008, 2012, 2014, Card Management System, E-Banking and Payment Integration, On-line Payment Gateway Management(with Front End Processor(FEP) and Core Banking Application(CBA). Networks. APIs. Customer Service. Over seven (7) years of active technical application development and support across diverse sectors such as finance, education and enterprise solutions. [NOVEMBER 2018 – JANUARY 2020] Crossover Inc., U.S.A. CUSTOMER SUPPORT ENGINEER • • • • • • • • • • • • Monitor all assign cases for customer support and update all activities on company tracking system Analyze customer issues and develop necessary actions and ensure optimal levels of customer satisfaction to provide appropriate support for same Administer all resources and ensure delivery of product fixes within timeframe. Manage all customer issues and if required escalate it to required departments. Assist all junior engineers in complex cases and evaluate products for customers. Provide support to all developers, evaluate customer designs, and recommend procedures for optimal use of products as per guidelines. Perform troubleshoot on all network and application issues and recommend resolutions to ensure better customer services. Manage requests from internal and external clients and resolve it through email and phone. Maintain accurate customer documents and prepare reports for all issues and resolutions. Oversaw all night backups, perform routine maintenance on server, and administer all network threats and alarms. Provide solutions to all customers and partners and ensure effective deployment. Administer all contractual obligations for clients and escalate issues if required. [APRIL 2018 – NOVEMBER 2018] AUREA SOFTWARE, U.S.A. CUSTOMER SUPPORT ENGINEER • • Monitor all assign cases for customer support and update all activities on Salesforce CRM Analyze customer issues and develop necessary actions and ensure optimal levels of customer satisfaction to provide appropriate support for same • • • • • • • • • • Administer all resources and ensure delivery of product fixes within timeframe. Manage all customer issues and if required escalate it to required departments. Assist all junior engineers in complex cases and evaluate products for customers. Provide support to all developers, evaluate customer designs, and recommend procedures for optimal use of products as per guidelines. Perform troubleshoot on all network and application issues and recommend resolutions to ensure better customer services. Manage requests from internal and external clients and resolve it through email and phone. Maintain accurate customer documents and prepare reports for all issues and resolutions. Oversaw all night backups, perform routine maintenance on server, and administer all network threats and alarms. Provide solutions to all customers and partners and ensure effective deployment. Administer all contractual obligations for clients and escalate issues if required [SEPTEMBER 2016 – MARCH 2018] PRETACT SYSTEMS limited TEAM LEAD, BUSINESS AND TECH OPERATIONS • • • • • • Development of KPIs and business decision metrics Provision of direct technical support to customers Use of Microsoft Dynamics and later Zoho for case management, resolution and tracking. Active software programming in the development, deploying and maintenance of a schoolmanagement software system with enhanced payment integration. Enhancement and deploying of features patches to already live application, using .NET technologies Ensure that all team members maintain a cordial relationship and communication with all customers at all the time. [JANUARY 2015 – AUGUST 2016] APPZONE GROUP LIMITED UNIT HEAD, TRANSACTION MANAGEMENT. • • • • • • • • • • • Development and deployment of real-time Transaction Monitoring and Management Applications (Channel Usage Real-time, Switch Monitor dashboard) Integration of these real-time tools to the different systems and divisions within the organization. Data warehousing using Microsoft SQL Server 2008 and 2012. Development and deployment of SignalR-AngularJS based application for business intelligence, implementing Stored Procedures at the database layer, using .net MVC and Entity Framework Full-scale analysis of all failed transactions and coordination of continued system optimization to ensure success of similar future transactions Development of different transaction monitoring and reporting dashboard using .net MVC, nHibernate and AngularJS. Monitor transactions success and failure rates Study, develop and proffer insights into future transaction growth. Track the different deposits of funds of customers, institution and/or third party agents. Reconcile domiciled accounts to match detailing on internal transactions repository. • • • Provide support, directions and leadership to teams in carrying out required functions of the unit. Develop performance and career track for team members, in line with personal and corporate goals Generate different types of reports at set intervals, to aid management and top-level review and decision-making. [APRIL 2014 – JANUARY 2015] APPZONE GROUP LIMITED UNIT HEAD, APPLICATION DEVELOPMENT AND SUPPORT. • • • • • • • • • • Rapid enterprise software development with ISO8583 connections, with daily use of technologies around • C#, asp.net, MVC • nHibernate for data mapping • Microsoft SQL Server • Integrated development environment of Visual Studio Provision of 2nd level client support to troubleshoot and resolve all technical problems including database, code, operating system, web-server, integration, network monitoring and hardware recoupling Detection of code-related application problems and resolution or escalation as the case may be. Development and deployment of a card management system (CMS), card payment system with full configurations and integrations to ATMs, POS and other terminals. Integration, configuration and utilization of Front End Processor (FEP) Implementation of system security and data encryption (especially using Hardware Security Modules, HSM) Third party integration (team member for the integration of BankOne™ payment services to InterSwitch) Knowledge of the Postilion and other EFT application administration. Delivery channels (POS, ATM, Web, Mobile Banking, Branchless banking) application management Liaise with the other software developers in the team on the development of system enhancements to overcome known problems or further fulfill user requirements [JULY 2013 – MARCH 2014] APPZONE GROUP LIMITED UNIT HEAD, E-CHANNEL IMPLEMENTATION AND SYSTEM INTEGRATION • • • • • • • Ensure that client-server environments meets application deployment requirements Deployment of Applications on client test and production environments, Integration of Applications to various applicable infrastructures (e.g. Active Directory, Exchange Server, FEP, CBA etc.) Engagement in development of new application features as well as modification to existing features in line with customer requirements, Involvement in all Client site engagement during the life time of project implementation, Stabilizing of Applications in pilot stage, Data Migration where applicable in project implementation, • • • • • • • • • Ensuring timely integration of software solutions to the relevant third party system, Troubleshooting and resolution of third party integration issues Accomplish Systems Integration Team results by communicating expectations, planning, monitoring, appraising, coaching, and ensuring best practice at all time. Maintain organization's effectiveness and efficiency by defining, delivering, and supporting strategic plans for implementing information technologies. Complete projects by coordinating resources and activities. Prepare, Plan and Design project Lifecycle Define Requirements to ensure Clients environments meets Application Deployment requirement Drive Swift Troubleshooting and Resolution of third party integration issues Drive Stability of Application, Testing, Deployment and Maintenance of apps from Test to Live [MAY 2012 – JUNE 2013] APPZONE GROUP LIMITED TEAM MEMBER, APPLICATION SUPPORT • • • • • • • Provision of first-level technical support for clients on the usage of cards on ATMs, POS and web; mobile self-service, interbank transfers and bills payment, as correspondent banking Provision of first-level support for commercial bank clients with respect to usage of cards and in branch transactions by the retail customers. Preparation of detailed card transaction reports for business analysis using Advanced Structured Query Language Scripting Database Administration (Query optimization for faster delivery, routine back and maintenance checks, as well as, resource database resource monitoring to determine the next due time for scaling) Provision of technical first-level support for the over two hundred (200) microfinance banks, cooperative and mortgage homes making use of the BankOne™ core-banking application. Receive and log requests for support from help desk, other service delivery staff and/or users; investigate problems and other requests for support and determines appropriate actions to take. Prioritizes requests in accordance with agreed criteria and with reference to the Service Level Agreement (SLA) Provide correct responses to requests for support by means of for example: making modifications to application parameters, developing work-around, reconfiguring systems, changing operating procedures, training users or operations staff, producing additional documentation, or escalating requests to the third-level support. Ensure all work is carried out and documented in accordance with required standards, methods and procedures. [2006 – 2011] B.ENG. (HONS), ELECTRICAL ENGINEERING University of Nigeria, Nsukka TRAININGS AND COURSES • Google IT Support Professional Certificate (Issued June 2019) • • Google Africa Scholarship Front End development Course (Issued August 2018) Full-stack JavaScript Web development (on-going) PERSONAL ACHIEVEMENTS [2015] MOST INNOVATIVE STAFF IN APPZONE, 2015 APPZONE GROUP LIMITED