Martins

MARTINS IDODAH
Frontline Technical Support Specialist
Lagos, Nigeria | [open contact info](look above in the "contact info" section) | [open contact info](look above in the "contact info" section) | [open contact info](look above in the "contact info" section)
7b059b215

PROFESSIONAL SUMMARY

Results-driven Technical Support Specialist with 6+ years of experience delivering first-line technical
support, troubleshooting hardware/software issues, and resolving customer inquiries across digital
platforms. Proven track record of reducing downtime, training end-users, and collaborating with cross-
functional teams to deliver seamless service experiences. Adept at managing support tickets,
configuring LAN/WAN infrastructure, and administering Microsoft 365 and SharePoint
environments. Committed to delivering customer-centric solutions with speed, accuracy, and
professionalism.

CORE SKILLS & TECHNICAL COMPETENCIES

✓ Technical Troubleshooting ✓ First-Line Support
(Hardware/Software)
✓ LAN/WAN Configuration & Network ✓ Microsoft 365 & SharePoint
Diagnostics Administration
✓ Ticketing & Incident Management ✓ Remote Desktop Support & VPN
Troubleshooting
✓ Knowledge Base & FAQ Documentation ✓ Customer Communication (Email, Chat)
✓ Cross-Functional Team Collaboration ✓ Root Cause Analysis & Problem-Solving
✓ Digital Financial Platforms & FinTech ✓ Training & End-User Onboarding
Support

PROFESSIONAL EXPERIENCE

Technical Support Officer Jan 2022 – Present
Proshare Nigeria Limited — Lagos, Nigeria
▪ Delivered first-line technical support to internal users and external clients, achieving consistent
same-day resolution of hardware, software, and connectivity issues.
▪ Administered Microsoft 365 and SharePoint environments, managing user accounts, permissions,
and access controls for staffs.
▪ Designed and facilitated training sessions for team members on Microsoft Teams and SharePoint,
increasing platform.
▪ Coordinated with IT, marketing, and content teams to resolve cross-departmental technical issues
and ensure uninterrupted service delivery.
▪ Managed and maintained the company website, ensuring timely and accurate content updates with
zero reported errors.
▪ Documented recurring issues and created knowledge base articles.
Customer Support & IT Associate Jun 2021 – Dec 2021
FinTech Connect Solutions — Lagos, Nigeria
▪ Provided multi-channel technical support (chat, emai) for users of a digital financial platform,
resolving account, login, and transaction issues.
▪ Handled 50+ daily support interactions with a 95% customer satisfaction rating through proactive
communication and timely resolution.
▪ Diagnosed and resolved user access issues, account setup errors, and platform navigation queries,
escalating complex cases to Tier-2 teams with full documentation.
▪ Collaborated with the technical team to triage bugs and feature requests, contributing to a 15%
reduction in repeat inquiries.
▪ Authored user guides, FAQs, and onboarding documentation to improve self-service support and
reduce first-contact resolution time.

IT Assistant 2016 – 2018
Kogi State University ICT Unit — Nigeria
▪ Provided desktop and network support for 200+ university staff and students, diagnosing
hardware, software, and connectivity issues.
▪ Configured, maintained, and secured LAN/WAN infrastructure, ensuring 99%+ network uptime
across academic departments.
▪ Conducted routine system maintenance, patch management, and user account administration
using Active Directory.
▪ Responded to IT helpdesk tickets, prioritizing and resolving issues within defined SLAs.

Networking Technician 2009 – 2013
Kanugab Communications Limited — Lagos, Nigeria
▪ Installed, configured, and maintained IT systems and network infrastructure for corporate clients,
ensuring reliability and security.
▪ Troubleshot system and network faults, minimizing client downtime and maintaining high service
availability.
▪ Conducted on-site client support visits, building strong customer relationships through effective
communication and technical expertise.

KEY ACHIEVEMENTS

▪ Trained 50+ employees on Microsoft 365 and SharePoint, improving team collaboration and
productivity.
▪ Reduced IT ticket backlog by 30% at Proshare Nigeria through proactive issue documentation
and improved escalation workflows.
▪ Achieved a 95% customer satisfaction (CSAT) score while handling 50+ daily support
interactions at FinTech Connect.
▪ Developed and maintained a comprehensive knowledge base that reduced repeat support requests
by 20%.
▪ Maintained 99%+ network uptime at Kogi State University through proactive infrastructure
monitoring and maintenance.
EDUCATION

B.Sc. Computer Science — Kogi State University, Nigeria 2015 – 2019
Second Class Honours (Upper Division)

CERTIFICATIONS & PROFESSIONAL DEVELOPMENT

▪ IBM Cybersecurity Analyst Professional Certificate — Coursera (2022)
▪ Google Digital Skills for Africa: Fundamentals of Digital Marketing (2021)
▪ Jobberman Soft Skills Training — Customer Service & Communication (2022)
▪ ThinkNnovation Cybersecurity Conference — Participant (2021)
▪ Diploma in Desktop Publishing — Aito Computer & Management Institute (2007)