Mathew

MATHEW BABDANG JOSEPH
Technical Support Specialist | IT Support | Customer Support
[open contact info](look above in the "contact info" section) | Remote | Linkedin

Technical Support professional with 2+ years of experience in IT support, customer support, remote troubleshooting,
and user assistance. Experienced supporting customers and end users through phone, chat, email, and ticketing
systems, with hands-on experience using Zendesk and Monday.com for case and support management.
Strong troubleshooting background across Windows, Microsoft 365, Active Directory, VPN, networking, hardware,
software, and endpoint security. Skilled at identifying problems, communicating technical solutions clearly,
documenting cases, prioritizing requests, and escalating complex issues when required. Backed by professional
cybersecurity certifications and training, with a strong interest in developing further within technical support and
cybersecurity.

CORE SKILLS
Technical & Customer Support Customer Communication VPN & Network Troubleshooting
Tier 1 / Tier 2 Technical Support Remote Support Endpoint Security
Phone, Chat & Email Support Problem Solving Knowledge Documentation
Ticket & Case Management Case Documentation Task Prioritization & Time
Technical Troubleshooting Windows & Microsoft 365 Support Management
Incident Investigation & Escalation Active Directory & User
Administration

TECHNICAL SKILLS
Support & Productivity: Zendesk, Monday.com, AnyDesk, TeamViewer, Microsoft 365, Microsoft Teams, Google
Workspace, Outlook, OneDrive, Slack, Zoom, ClickUp
Systems & Administration: Windows, Windows Server, Active Directory, Group Policy, Microsoft Entra ID, Exchange
Online, Microsoft Intune/MDM
Networking: TCP/IP, DNS, DHCP, VPN, IP Routing, Wireshark, Network Diagnostics, Cisco, Sophos, pfSense
Cybersecurity: Endpoint Protection, Antivirus Management, Anti-Phishing, IAM, System Hardening, Security
Monitoring, SIEM/Splunk, Backup & Disaster Recovery Fundamentals

WORK EXPERIENCE
IT Support Officer
Stanel Group | January 2026 – Present
Provide Tier 1/2 technical support to users, diagnosing and resolving Windows, application, hardware, and
network connectivity issues.
Support users through phone, chat, and in-person channels, explaining technical solutions clearly and guiding
users through troubleshooting steps.
Troubleshoot and administer Windows Server, Active Directory, Group Policy, and Microsoft 365, including user
accounts, access, and collaboration tools.
Investigate IT and network incidents, identify likely causes, resolve issues where possible, and escalate complex
incidents appropriately.
Perform workstation and server maintenance, including software updates, security patching, configuration, and
peripheral troubleshooting.
Support backup and disaster recovery procedures to maintain data availability and recovery capability.
Maintain accurate technical documentation, incident records, diagnostic information, and IT asset records.

Remote Customer Support Specialist
ADV SWISS - Legal services | Oct 2024 – Nov 2025
Provided customer support through phone calls and live chat, addressing customer questions, requests, and
service-related concerns professionally.
Managed and tracked customer cases using Zendesk and Monday.com, maintaining accurate records and
timely follow-ups.
 Assessed customer concerns through active listening and effective questioning, providing clear guidance and
appropriate solutions.
Prioritized multiple customer requests, followed up on outstanding cases, and escalated complex issues when
necessary.
Maintained professional communication when handling challenging interactions, contributing to a positive and
consistent customer experience.

Junior IT Support Officer
Federal Mortgage Bank of Nigeria - FCT Abuja | Sept 2023 - Aug 2024
Provided Tier 1–2 IT support to 200+ end users, troubleshooting hardware, software, authentication, and
network issues while minimizing downtime.
Monitored and maintained Active Directory, DNS, DHCP, and VPN services, supporting reliable authentication
and network connectivity.
Supported routers, switches, and firewalls, diagnosing connectivity problems and assisting with network
infrastructure maintenance.
Documented unusual network activity and participated in internal IT audits, supporting security monitoring and
escalation procedures.
Provided user support through phone, email, and in-person requests, documenting incidents, troubleshooting
steps, and resolutions using Zendesk.
Configured laptops, user accounts, and access for new employees as part of the IT onboarding process.
Supported implementation of IT security policies, user access controls, and system hardening practices.
Managed IT assets and maintained accurate inventories of hardware, software, and peripherals.

EDUCATION
Federal University Birnin Kebbi
BSc Computer Science | CGPA: 4.04/5.0 | 2023

CERTIFICATIONS AND TRAININGS
ISC² Certified in Cybersecurity (CC) – July 2024
Cisco Certified CyberOps Associate – Nov 2024
Google Cybersecurity Specialization – June 2025
Microsoft Cybersecurity Analyst Specialization – June 2025
CompTIA Security+ – In Progress

LANGUAGES
English - Fluent