It Support Data Entry

MATHIAS OGAH JONAS, IT Support Specialist Team Lead Microsoft 365

Lagos State, Nigeria, +234 802-***-**** +234 806-***-**** *******.******@*****.*** linkedin.com/in/mathias-ogah-6349b4a1

SUMMARY.

A results-driven IT professional with over 8 years of proven experience in managing enterprise systems, including software upgrades, bug resolution, and configuration. Proven expertise in IT support with a consistent 95% issue resolution rate within SLA-defined timeframes. My background includes hands-on experience in vendor coordination (software, hardware, and network), troubleshooting infrastructure issues, UAT, Systems Upgrading, Office 365 Support, Collaborative Tools and providing responsive support to stakeholders and functional users. I am passionate about optimizing IT operations and delivering reliable, scalable solutions that support business growth. WORK EXPERIENCE.

03/2023 – Present Senior IT Support/Team Lead (3rd Line Specialist), @ TWPC Tech Ikoyi, Nigeria

• Contributed to the full deployment lifecycle of AbiaSmartSMS for the Abia State Government, including system configuration, user onboarding, and post-launch support, as part of the TWPC Tech implementation team.

• Initiate, Redesigned and relaunched the company’s school management software (www.imolesms.com.ng), enhancing functionality and user experience.

• Led the rollout of ImoleSMS across 20+ educational institutions, ensuring seamless implementation and resolving all escalated technical challenges.

• Provided hybrid IT support to internal staff, achieving a 95% resolution rate for client-reported issues within SLA timelines.

• Installed and configured various operating systems and software suites including Windows 10/11, Ubuntu OS, Microsoft 365, and Office applications, streamlining daily operations.

• Collaborated on the development and implementation of an Odoo ERP system for Construction Kaiser Limited, improving workflow and resource planning.

• Managed Tier 3 and Tier 2 IT support, utilizing helpdesk systems to track and resolve complex incidents.

• Oversaw ICT procurement and equipment maintenance, including device repairs and deployment of end-user hardware.

• Delivered third-line technical support to schools using the ImoleSMS platform, ensuring high user satisfaction.

• Worked alongside senior IT leadership to diagnose and resolve technical issues affecting both internal and external stakeholders.

• Maintained a 95% success rate in resolving client service tickets for ImoleSMS, contributing to improved client retention and user experience. 07/2021 – 02/2023 Assistant IT Support (2nd Line Specialist) @ TWPC Tech Ikoyi

• Provided second-line support to all schools utilizing the Imolesms software, ensuring user satisfaction.

• Partnered with the IT head to troubleshoot and resolve technical issues for both external and internal clients.

• Maintained a commendable 95% success rate in resolving IMOLESMS customer service tickets, enhancing customer experience and satisfaction. 07/2019 – 06/2021 Computer Instructor, FREELANCER Lagos

• Developed a comprehensive computer syllabus for student training, facilitating structured learning.

• Managed the computer lab for the Foremost Group of Schools, ensuring an optimal learning environment.

09/2015 – 06/2019 IT Support/In-House Graphics Designer, @ MEGATEK SOFTWARE LTD Ilupeju

• Resolved 98% of IT issues within the office, ensuring continuity in operations.

• Designed all artworks for Megatek software technology, contributing to brand identity and marketing efforts.

02/2013 – 10/2014 Operation Support Officer II, @ CONTEC GLOBAL LTD (NOWNOW) Ikorodu Rd, Anthony

• Resolved and closed 95% of tickets raised by the customer support team, enhancing user satisfaction.

• Provided technical support to NowNow App users, addressing and resolving user queries efficiently.

01/2009 – 12/2012 In-house Graphics Design, @ ADVERTISING TECHNIQUES. Opebi Link Road, Opebi, Nigeria

• Produced all artworks for Advertising Techniques clients, including the Okpo’s coronation souvenirs, and ensuring high-quality in deliverables. 01/2007 – 12/2008 Data Entery Officer (contract), @ NIG. BOTTLING COMPANY (NBC). Iddo

• Accurately Input all staff data collected from depots across Nigeria. EDUCATION.

08/2011 – 10/2016 LAGOS STATE POLYTECHNIC Lagos, Nigeria HND, Computer Science

10/2010 – 11/2013 LAGOS STATE POLYTECHNIC Lagos, Nigeria OND, Computer Science

01/2006 – 08/2006 GEMINI COMPUTER COLLEGE Lagos, Nigeria Certificate, Desktop Publishing

10/1998 – 06/2001 CMS GRAMMAR SCHOOL Lagos, Nigeria Senior School Leaving Certificate

02/1994 – 06/1997 GOVERNMENT TECHNICAL COLLEGE Ogoja, Nigeria Junior School Leaving Certificate

SKILLS.

TECHNICAL SKILLS:

Office 365 & Google Workspace, Odoo ERP

Windows 10/11, Ubuntu Linux

Hardware/Software Troubleshooting

Ticketing Systems

UAT Testing,

Software Quality Assurance

Application Support

Testing and Evaluating new Technology

Projects & Product Management

REFERENCE.

To be provided upon request

SOFT SKILLS:

Analytical Thinking

Conflict Management

Time Management

Communication

Leadership

Prioritizing

Strong Problem-Solving

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