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Wuraola wuraola

@wuraolawuraola

IT Service Delivery Manager at Access Bank Plc, improving Flexcube reliability and ticket resolution efficiency by 25%.

At Access Bank Plc, I support IT service delivery and Flexcube, monitoring applications and servers with AppDynamics and Zabbix to maintain system uptime.

I improved ticket resolution efficiency by 25% through workflow enhancements and proactive problem-solving. Partnering with development teams to troubleshoot system errors increased reliability by 30%.

I provide first-line user support across branches and help onboard new teams to the service desk. I created process documentation and maintained SLA adherence above 95%.

Earlier, at Sterling Bank Plc, I resolved customer queries and designed training content. At First City Monument Bank (FCMB), I supported corporate clients with application troubleshooting and coordinated project transition documentation.

Experience

Work history, roles, and key accomplishments

Current

IT Service Delivery/ Flexcube Support

Current

Access Bank Plc

Nov 2019 - Present (6 years 11 months)

Collaborate with cross-functional teams to ensure exceptional customer satisfaction and seamless service delivery. Monitor applications and servers using AppDynamics and Zabbix, manage Flexcube application performance, and improve ticket resolution efficiency by 25%.

AppDynamics Zabbix Flexcube SQL IT Service Management Incident Management SLA Tracking Customer Support Process Optimization Documentation

Personal Banking Officer

Sterling Bank Plc

Jan 2018 - Dec 2019 (1 year 11 months)

Delivered application and client support services to ensure high-quality customer experience. Resolved 100+ customer queries weekly, achieving 98% satisfaction ratings, and designed training content that improved onboarding speed and employee competency by 35%.

Customer Support Banking Products Customer Relationship Management Training Content Design

Customer Service Support Analyst

First City Monument Bank (FCMB)

Jan 2011 - Dec 2013 (2 years 11 months)

Supported key corporate clients with application troubleshooting and performance optimization. Coordinated project transition meetings and documentation with project managers, and assisted in organizing client outreach programs.

Application Troubleshooting Performance Optimization Project Coordination Client Outreach