Ome User

I’m an ITIL v4 Certified Application Manager with proven experience in application monitoring, troubleshooting, and incident resolution within financial and banking environments. I focus on identifying system issues early, optimizing performance, and protecting service continuity.

At Access Bank Plc, I monitored and optimized real-time banking applications to ensure continuous system availability and stability. I diagnosed and troubleshot system issues, coordinating escalation with internal technical teams and third-party vendors. I also configured monitoring tools and implemented proactive solutions to minimize downtime.

I led integration and migration projects to ensure accurate system-to-system communication and reduce incident frequency. Highlights include the core banking upgrade (Data & Service Migration) and enhancement of MTN MOMO, Premier Lotto, and Integral FX integrations. I documented technical resolutions and contributed to a knowledge base to speed up faster troubleshooting.

Earlier, as a Contact Center Agent (Inbound Calls) at First City Monument Bank, I resolved 70+ daily customer inquiries and service issues across multiple internal banking applications. I adapted the use of 10+ banking software solutions for customer queries, exceeding performance targets by over 35% within three months.