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Martha Olaoye

@marthaolaoye

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Experienced IT leader driving Microsoft 365 and Dynamics support excellence.

Nigeria

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What I'm looking for

I seek a role where I can lead/support technical teams, improve service operations, and drive digital transformation with measurable uptime, efficiency, and high customer satisfaction.

I am an experienced IT professional with six years delivering technical support, application management, and team leadership across Microsoft 365, Dynamics 365, and Oracle-based systems. I have led teams of 20–30 engineers, improved productivity by 25%, and maintained high service reliability with 99.9% uptime and 95–97% customer satisfaction.

I specialize in incident escalation, process optimization, KPI-driven operations, and knowledge management, consistently reducing resolution times (up to 30%) and repeat incidents while improving onboarding and retention. I am passionate about aligning IT solutions with business goals, mentoring teams, and supporting digital transformation to create efficient client and team experiences.

Experience

Work history, roles, and key accomplishments

Current

Team Manager (M365)

Current

Tek Experts

Jan 2024 - Present (2 years)

Directed a team of 20–30 engineers supporting Microsoft 365, improving productivity by 25% YoY, achieving 99.9% service uptime and 98% SLA compliance while reducing case resolution time by 30%.

Team Leadership SLA Management Incident Management Process Improvement SharePoint Exchange Teams

Technical Support Engineer

Tek Experts

Jul 2023 - Dec 2023 (5 months)

Provided advanced technical support for Microsoft Premier customers across EMEA, resolving 50+ complex cases weekly, maintaining 95% SLA compliance and increasing first-contact resolutions by 25%.

Dynamics 365 Root Cause Analysis CRM Knowledge Management Escalation Management Customer Support

Technical Support Engineer

Tek Experts

Jul 2022 - Jul 2023 (1 year)

Delivered phone and email support for Microsoft Dynamics, sustaining a 97% CSAT, reducing resolution time by 20% via clone environments and raising first-contact resolution by 15%.

Dynamics 365 Troubleshooting CSAT Log Analysis Knowledge Base

Application Support Specialist

Longbridge Technologies

Jun 2019 - Dec 2021 (2 years 6 months)

Managed application support and Oracle databases for banking clients, delivering 98% application uptime, improving query performance 25% and supporting 50+ deployments with zero post-implementation failures.

Oracle Toad For Oracle Application Support Database Optimization Deployment