Matthew Spicer - Operations Lead & Enterprise S...[truncated] <style> .print-btn { position: fixed; top: 20px; right: 20px; background: #3498db; color: white; padding: 12px 24px; border-radius: 6px; text-decoration: none; font-weight: 600; box-shadow: 0 2px 8px rgba(0,0,0,0.2); z-index: 1000; cursor: pointer; } .print-btn:hover { background: #2980b9; } @media print { /* Hide interactive elements */ .download-btn, a[href="#"] { display: none !important; } /* Remove background colors that don't print well */ body { background: white !important; } .header { border-radius: 0 !important; } .section { box-shadow: none !important; page-break-inside: avoid; } /* Full width for printing */ body { max-width: 100% !important; padding: 0.5in !important; margin: 0 !important; } .header { margin-bottom: 0.5in !important; page-break-after: avoid; } /* Ensure all pages print */ * { visibility: visible !important; } } </style> </head> <body> <div class="header"> <h1>MATTHEW SPICER</h1> <p>Operations Lead & Enterprise Systems Specialist | IT Operations Excellence at Scale</p> <div class="contact-info"> 📧 matthew_spicer@icloud.com | 📱 +1 (262) 864-1498 | 🔗 linkedin.com/in/matthew~spicer </div> </div> </div> <div class="section"> <h2>Professional Summary</h2> <p><strong>Operations Lead & Enterprise Systems Specialist</strong> | 8+ years driving IT operations excellence and incident resolution at scale</p> <br> <p>Proven leader managing 12-person L1/L2 teams across enterprise environments (Meta, Cognizant) with demonstrated ability to:</p> <ul class="bullets" style="margin-top: 15px;"> <li><strong>Cut resolution times by 15%+</strong> through standardized processes and automation</li> <li><strong>Support 18K+ global users</strong> in critical infrastructure roles</li> <li><strong>Automate 40-50% of manual troubleshooting</strong> for recurring system issues</li> <li>Maintain <strong>99.5% SLA compliance</strong> while managing high-volume incident environments</li> </ul> <br> <p>Combines hands-on technical expertise with strategic process optimization, documentation leadership, and cross-functional stakeholder management. Thrives in fast-paced, mission-critical environments requiring systematic problem-solving at scale.</p> </div> <div class="section"> <h2>Core Competencies</h2> <div class="skills-grid"> <div class="skill-category"> <h3>🔧 Technical Operations</h3> <ul> <li>Incident & Problem Management</li> <li>SLA Optimization & KPI Tracking</li> <li>Active Directory / IAM Systems</li> <li>Remote Troubleshooting & Diagnostics</li> <li>Enterprise Support Escalations</li> </ul> </div> <div class="skill-category"> <h3>💻 Platforms & Tools</h3> <ul> <li>Office 365 / Azure AD</li> <li>SQL, Power BI, Tableau</li> <li>AWS / Cloud Infrastructure</li> <li>Docker / Kubernetes* (Enterprise)</li> <li>Avaya / PureCloud / Cisco* (Enterprise)</li> </ul> </div> <div class="skill-category"> <h3>👥 Leadership & Process</h3> <ul> <li>Cross-Functional Team Leadership</li> <li>SOP & Runbook Development</li> <li>Performance Coaching & Mentoring</li> <li>Process Automation Initiatives</li> <li>Vendor & Stakeholder Management</li> </ul> </div> </div> </div> <div class="section"> <h2>Professional Experience</h2> <div class="job-item"> <div class="job-header"> <span><span class="job-title">Operations Support Lead</span> <span class="company-name">Cognizant</span></span> <span class="date-range">January 2026 – Present</span> </div> <ul class="bullets"> <li><strong>Directed end-to-end operations for a 12-person L1/L2 team</strong> handling enterprise incident management across multi-tier environments, improving operational efficiency by 15%+ while maintaining strict SLA compliance</li> <li><strong>Spearheaded initiatives that cut resolution times by 15%+</strong> through standardized processes and automation, generating weekly/monthly/quarterly KPI reports using SQL and Power BI dashboards</li> <li>Mentored and coached team members through performance management; served as primary escalation point for complex unresolved incidents</li> <li>Authored comprehensive operations runbooks, Standard Operating Procedures (SOPs), and troubleshooting guides that reduced resolution time by 15%+</li> <li>Evaluated SLA compliance through systematic quality assurance audits, identifying process bottlenecks and driving continuous improvement initiatives</li> </ul> </div> <div class="job-item"> <div class="job-header"> <span><span class="job-title">Enterprise Systems Specialist (Contract)</span> <span class="company-name">Meta Platforms</span></span> <span class="date-range">2026 (Recent)</span> </div> <ul class="bullets"> <li><strong>Managed troubleshooting and incident response for systems supporting 18K+ oncall users globally</strong>, including CSC (Contingent Services Center), Workday, IDO (Identity Operations), and CCURE badge management platforms</li> <li>Designed and implemented <strong>automated troubleshooting procedures that reduced manual intervention by 40-50%</strong> for recurring system issues, directly improving team efficiency</li> <li>Created comprehensive technical documentation (runbooks, training materials) that enabled junior team members to handle escalated cases previously requiring senior expertise</li> <li>Collaborated with cross-functional teams to resolve critical integration failures affecting contractor onboarding and facility access across multiple business units</li> </ul> </div> <div class="job-item"> <div class="job-header"> <span><span class="job-title">Senior Systems Engineer</span> <span class="company-name">Cognizant</span></span> <span class="date-range">May 2023 – December 2025</span> </div> <ul class="bullets"> <li><strong>Resolved 15+ complex customer technical issues daily</strong> through remote diagnostics and strategic problem-solving in high-volume enterprise support environments</li> <li>Diagnosed and resolved hardware, software, network, and telecommunications issues for enterprise clients using diagnostic techniques and historical database analysis</li> <li>Delivered high-resolution satisfaction scores through strategic questioning and efficient remote troubleshooting; maintained consistent quality metrics across all communication channels</li> </ul> </div> <div class="job-item"> <div class="job-header"> <span><span class="job-title">Specialist Customer Support Engineer</span> <span class="company-name">Hanesbrands Inc.</span></span> <span class="date-range">July 2021 – April 2023</span> </div> <ul class="bullets"> <li><strong>Isolated hardware, software, network, and telecommunications issues</strong> utilizing historical database records and systematic analysis methodologies</li> <li>Collaborated with management to mitigate recurring problems and implement departmental business process changes</li> <li>Ensured absolute compliance with security procedures, Sarbanes-Oxley requirements, and change control guidelines during daily IT operations</li> </ul> </div> <div class="job-item"> <div class="job-header"> <span><span class="job-title">Senior Support Engineer</span> <span class="company-name">C3i Solutions</span></span> <span class="date-range">October 2018 – July 2021</span> </div> <ul class="bullets"> <li><strong>Administered IP Telephony Call Processing systems</strong> including Avaya, Oceania, UAD SIP, and PureCloud for multi-floor call center environments</li> <li>Redesigned self-guided process for team mailbox migration; successfully executed complex Active Directory user migrations with minimal disruption</li> <li>Instructed and supported Level 1 helpdesk agents during overflow periods; developed knowledge-transfer materials for team members</li> </ul> </div> <div class="job-item"> <div class="job-header"> <span><span class="job-title">Tier One Remote Agent</span> <span class="company-name">Wells Fargo</span></span> <span class="date-range">June 2018 – October 2018</span> </div> <ul class="bullets"> <li><strong>Delivered internal IT support services with special recognition from management</strong> for exceeding customer service quality metrics</li> <li>Educated internal users on Windows 10 navigation and applications via self-assembled troubleshooting guides that reduced repeat calls</li> <li>Awarded special recognition by management for minimizing resolution times and maximizing customer service quality during complex technical scenarios</li> </ul> </div> </div> <div class="section"> <h2>Education & Certifications</h2> <div style="margin-bottom: 20px;"> <p><strong>MyComputerCareer | Information Technology Program (2017)</strong></p> </div> <table class="certification-table"> <thead> <tr> <th>Certification</th> <th>Focus Area</th> </tr> </thead> <tbody> <tr> <td>CompTIA A+ CE</td> <td>Hardware, OS Fundamentals</td> </tr> <tr> <td>Microsoft Technology Associate (MTA)</td> <td>Networking Fundamentals, Mobility & Device Fundamentals, Windows Operating System Fundamentals</td> </tr> </tbody> </table> <h3 style="margin-top: 25px; color: #2c3e50;">Technical Training:</h3> <ul class="bullets"> <li>Linux Shell Scripting Automation</li> <li>PowerShell 3.0 Scripting and Tool Making</li> <li>AWS Certified Solutions Architect – Associate Preparation</li> <li>ITIL Foundation for IT Service Management</li> </ul> </div> <div class="section"> <h2>Technical Skills Summary</h2> <table class="skills-table"> <tr> <td class="tech-category">Operating Systems</td> <td>Windows Server, Windows 10/11, Linux (BASH scripting)</td> </tr> <tr> <td class="tech-category">Cloud & Infrastructure</td> <td>AWS services, Office 365, Azure AD fundamentals</td> </tr> <tr> <td class="tech-category">Databases</td> <td>SQL queries, MySQL, Presto, Scuba data analysis</td> </tr> <tr> <td class="tech-category">Monitoring & Analytics</td> <td>Power BI, Tableau, Excel Pivot Tables, KPI dashboards</td> </tr> <tr> <td class="tech-category">Telephony/VoIP</td> <td>Avaya, PureCloud, Oceania, UAD SIP systems</td> </tr> <tr> <td class="tech-category">Automation/Scripting</td> <td>PowerShell, Linux Shell scripting basics</td> </tr> </table> </div> <footer> <p>References available upon request<br>Open to opportunities in enterprise IT operations, incident management, and technical support leadership roles</p> </footer>  <button onclick="window.print()" class="print-btn">🖨️ Print / Save as PDF</button> </body> </html>