CHUKWUEMEKA PAUL IBEANU
Coventry,UK
Summary
Application Support Analyst with 9+ years of experience supporting business-critical web, portal, and enterprise applications across higher education, care, healthcare, and digital business environments. Experienced in incident triage, root cause analysis, SQL/MySQL troubleshooting, user access management, application configuration, and service improvement across in-house and third-party systems. Skilled in investigating issues end-to-end, from user report through to data, configuration, and code-level diagnosis, and working with users, vendors, and development teams to resolve defects and restore service. Brings front-end web development capability, back-end exposure in PHP and Node.js, and strong ITSM experience using Zendesk and Freshdesk within SLA-driven environments.
Overview
9
9
years of professional experience
6
6
years of post-secondary education
1
1
Certification
Work history
IT Support & Application Support Engineer
Partners In Support, Stevenage
Stevenage
2023.04 - 2026.03
- Provide day-to-day application support for business-critical care sector systems including iPlanit (care planning), People Planner (rostering), and the Learning App (staff training and competency), supporting 250+ staff across 56 services while maintaining 96% SLA compliance.
- Triage, investigate, and resolve incidents across multiple applications, diagnosing workflow and configuration issues, resolving what can be fixed directly, and escalating software defects to vendors with clear reproduction steps and technical context.
- Troubleshoot issues affecting frontline care staff, including login failures, form errors, competency tracking discrepancies, scheduling conflicts, and notification issues.
- Manage user access across supported applications and Microsoft 365 for 250+ users, including account provisioning, permission changes, role-based access, password resets, and access reviews.
- Designed and built an internal web tool that automated shift scheduling, reducing a 1–2 day manual process to 15–30 minutes. Adopted by all 6 managers before the organisation transitioned to People Planner.
- Led the rollout of a digital case management solution, improving workflow efficiency and reporting visibility for 30+ staff.
- Maintain support documentation, user guides, and knowledge base articles, reducing repeat incidents by 40%; introduced Microsoft 365 Self-Service Password Reset, reducing password-related tickets by over 80%.
- Work with software vendors and internal stakeholders on upgrades, patches, configuration changes, and testing to maintain service stability and continuity.
Systems Analyst / Application Support Lead
Nnamdi Azikiwe University
2019.07 - 2022.09
- Lead first- and second-line application support for university systems used by 5,000+ staff and 30,000+ students across 14 faculties and 21 departments, maintaining 99%+ system availability and handling 15–40 support tickets per day.
- Support a mix of in-house and third-party applications including student portals, learning management systems, and communication platforms, ensuring service availability and timely resolution of incidents.
- Manage support tickets and service requests by investigating permissions, workflow rules, system configuration, and underlying data to identify root causes accurately.
- Use SQL/MySQL directly to diagnose and resolve data-related issues including broken registrations, missing records, access failures, and results-display problems, resolving 70%+ of such issues without escalation.
- Distinguish between business-rule conditions, data issues, configuration errors, and genuine software defects, then either apply corrective fixes directly or escalate with sufficient technical detail for rapid action.
- Access the application backend to make controlled fixes where required, including correcting records and restoring access for users affected by timing or data mismatches.
- Use front-end and back-end knowledge in PHP, Node.js, and WordPress to reproduce bugs, investigate code-level issues, and communicate technical findings clearly to development teams.
Administrative Support (Temp/Part-Time)
Wakehams Hill Surgery, Barnet
Barnet
2022.10 - 2023.03
- Temporary UK-based role undertaken after relocation for postgraduate study. Supported daily GP practice operations using SystemOne, EMIS, AccuRx, and Docman.
- Managed patient data, registrations, and referrals with strong attention to accuracy, confidentiality, and GDPR compliance.
Web Development Manager / Web Application Support Specialist
Aziza Design Ltd, Lagos
Lagos
2017.07 - 2019.06
- Built and supported client-facing websites and web-based business tools for 10+ clients using HTML, CSS, JavaScript, PHP, and WordPress, covering both development and ongoing technical support.
- Investigated and resolved issues affecting functionality, content display, form submissions, integrations, and user experience across live platforms.
- Built and maintained API integrations and backend features supporting dynamic content, form processing, and third-party service connections.
- Worked directly with clients and suppliers to translate business needs into effective technical solutions.
- Created user guides and training materials that improved feature adoption and reduced repeat support requests by 60%.
IT Support & Administration Intern
Albion Pharmaceuticals
2016.10 - 2017.06
- Provided day-to-day IT and application support for end users.
- Supported inventory systems and assisted with the transition to a new digital records platform.
Education
MA - Corporate Communications: Public Relations & Advertising
University of Hertfordshire
2022.09 - 2024.01
BSc - Mass Communication
Nnamdi Azikiwe University
2012.01 - 2016.08
Skills
- Application Support & Incident Management
- SQL / MySQL Troubleshooting & Data Investigation
- Root Cause Analysis & Problem Resolution
- Web, Portal & Enterprise Application Support
- In-House & Third-Party Software Support
- User Access Management & Permissions Support
- Defect Reproduction & Technical Escalation
- Application Configuration, Change & Release Support
- Agile / Scrum (Sprint Delivery, Stand-ups & Backlog Management)
- ITSM / Ticket Management: Zendesk, Freshdesk, JIRA Service Management-aligned processes
- Knowledge Base & Support Documentation
- Vendor, Stakeholder & Development Team Liaison
- Testing / UAT / Service Validation
- SLA / KPI / Service Performance Improvement
- Microsoft 365 Support & Administration
- Front-End Development: HTML, CSS, JavaScript
- Back-End Exposure: PHP, Nodejs, API Integration, WordPress
Certification
- ITIL 4 Foundation
- Agile Scrum Master Certificate (Skill Up)
- Google IT Support
- Cisco Network Defence
- FreeCodeCamp Front-End Development
- AZ-900
ADDITIONAL INFORMATION
- Experience supporting complex multi-user environments across higher education, care, healthcare, and digital business settings.
- Eligible for enhanced DBS clearance.
Timeline
IT Support & Application Support Engineer
Partners In Support, Stevenage
2023.04 - 2026.03
Administrative Support (Temp/Part-Time)
Wakehams Hill Surgery, Barnet
2022.10 - 2023.03
MA - Corporate Communications: Public Relations & Advertising
University of Hertfordshire
2022.09 - 2024.01
Systems Analyst / Application Support Lead
Nnamdi Azikiwe University
2019.07 - 2022.09
Web Development Manager / Web Application Support Specialist
Aziza Design Ltd, Lagos
2017.07 - 2019.06
IT Support & Administration Intern
Albion Pharmaceuticals
2016.10 - 2017.06
BSc - Mass Communication
Nnamdi Azikiwe University
2012.01 - 2016.08