Open to opportunities

Matthew Ajoseh

@matthewajoseh

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Tier III product support specialist delivering secure, cloud-ready resolutions and exceptional customer care.

United States

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What I'm looking for

I’m looking to continue senior-tier product/technical support—owning troubleshooting end to end, improving self-service/knowledge, and supporting cloud migrations with strong security and customer-first execution.

I’m a versatile IT professional with over 10 years of experience delivering tier III enterprise-level technical support with a customer-focused mindset and strong operational responsibility. I support company software products by understanding, reproducing, resolving technical issues, documenting cases, and escalating them to software engineering teams through triage protocols—with proven success assisting migrations of on-premise applications to cloud environments.

In my current Senior Product Support Specialist role, I use JumpCloud Zero Touch Provisioning (ZTP) and device automation to streamline onboarding, updates, and policy enforcement, while improving self-service through KB articles. I also strengthen security posture by implementing IAM/PAM-focused configurations, enforcing monitoring controls (SOC 2 level), and hardening authentication paths with 2MFA/SSO work. Earlier in my career, as a Product Support Specialist II and Technical Support/Customer Service Manager, I delivered support through Jira Service Desk and phone/Zoom/WebEx, automated repetitive workflows, and led account and access administration to ensure reliable, secure service.

Experience

Work history, roles, and key accomplishments

Senior Product Support Specialist

Electric Ai Inc

Jan 2026 - Jun 2026 (5 months)

Provided tier III product support, including endpoint and device provisioning through JumpCloud, troubleshooting SaaS and HRIS-integrated policies, and documenting/escalating technical cases.

JumpCloud MacOS Windows Confluence Malwarebytes IAM PAM Sendgrid PowerShell Zsh BASH Data Wipes MDR HRIS ABM MDM

Product Support Specialist II

Juvare

May 2018 - Sep 2025 (7 years 4 months)

Delivered technical support for client software using Jira Service Desk and coordinated issue resolution involving identity, IIS troubleshooting, disaster reporting data, and secure SSO/SSL/TLS configuration.

Jira Service Desk Zoom Phone Support Okta Microsoft Authenticator Datadog IIS Crisis Track DLP Patches Microsoft Azure Jump Servers SSO SSL TLS Certificate Errors Cipher Suites SharePoint Incident Response Tabletop Drills ROT13 Web.Config

Tech Support / Customer Service Manager

NexTraq / Michelin Tires

Mar 2016 - May 2018 (2 years 2 months)

Provided remote client troubleshooting and managed customer support metrics while deploying GPS devices and monitoring website performance to improve reliability during service migrations.

Phone Support Webex 3G To 4G Migration Pingdom Active Directory Role Based Access Control (RBAC)Salesforce

Technical Support Representative

CGS (IBM/Lenovo)

Feb 2015 - Nov 2015 (9 months)

Supported on-site technicians and IBM employees by diagnosing and resolving hardware/software issues, performing system recovery steps, and running vulnerability scans to improve device performance.

HDD Rewrite DNS Cache Checks Browser Clutter Cleanup De escalation Actionable Resolution Guidance

Home Service Consultant III

Allconnect

Jun 2010 - Mar 2015 (4 years 9 months)

Performed consultative sales for internet, digital voice, and cable services and increased adoption of an automated support offering featuring system tune-up and malware removal in line with HIPAA policies.

Consultative Sales Internet services Verizon System Tune Up HIPAA compliance