Professional Summary
As a highly skilled IT professional with a growing interest in application development, I excel in problem-solving and customer service. My expertise includes troubleshooting computer hardware, software, network, system/application access, and telecommunications systems. With a track record of resolving complex technical issues, I ensure optimal user experiences for clients and employees. I possess hands-on experience in handling Active Directory, Tier 1 tasks, and new computer deployments. Additionally, I have expertise in Avaya, Oceania, UAD SIP, and PureCloud phone systems. I possess exceptional communication skills, both verbal and written, and can work in a team environment to mitigate recurring problems. I have a proven track record of documenting issues and finding innovative solutions to prevent them from resurfacing. My experience includes analyzing problems over the phone and guiding users to connect back to the network in various scenarios, as well as coaching team members through printer problems. I have been praised by my manager for my exceptional performance, customer service skills, and minimized resolution times. I am well-versed in educating users on new operating systems and software applications while adhering to security procedures and change control guidelines.
Professional Experience
Senior Systems Engineer
Cognizant
May 2023 — Present
- Serve as the primary point of contact for customers, delivering technical assistance across various channels, including walkup support locations, phone, remote connection software, chat, and email.
- Demonstrated ability to multitask and prioritize reported issues effectively.
- Provide exceptional customer service, ensuring a high level of user satisfaction through efficient problem resolution.
- Conduct remote troubleshooting using diagnostic techniques and strategic questioning.
- Analyze customer-provided issue details to determine the optimal solution.
- Guide customers through the problem-solving process, offering step-by-step assistance.
- Escalate unresolved issues to higher-level support personnel when necessary.
- Deliver accurate and comprehensive information about IT products or services.
- Maintain meticulous records of events, problems, and their resolutions within internal ticketing systems.
- Proactively follow up with customers, updating their status and information as needed.
- Channel customer feedback and suggestions to the appropriate internal team.
- Possess a solid understanding of end-user network troubleshooting tools and best practices.
Specialist Customer Support
Hanesbrands Inc.
Jul 2021 — Apr 2023
- Works to achieve operational targets within job area which has some impact on the overall achievement of results for the department.
- Responsible for making minor changes in systems and processes to solve problems.
- Identifies, defines and addresses problems that are not immediately evident.
- Problems are typically solved through drawing from prior experiences or standard procedures and analysis.
- Communicates with contacts typically within the department on matters that involve obtaining or providing information requiring some explanation or interpretation.
- Resolves IT Services problems and answers queries by telephone or self-service ticket in support of computer hardware, software, network, and telecommunications systems.
- Makes assessment of problems and determines if the problem is business process, application or infrastructure related.
- Diagnoses, identifies, isolates, and analyzes problems utilizing historical database records.
- Escalates unresolved issues to technical specialists, application, or system support specialists.
- Maintains and updates records and tracking databases for IT Service incidents.
- Uses expertise in customer service and technical knowledge to resolve issues surrounding installation, usage, and training.
- Works closely with management to mitigate recurring problems.
- Adheres to security procedures, change control guidelines and Sarbanes-Oxley requirements.
Senior Support Engineer
C3i Solutions
Oct 2018 — Jul 2021
- Managed IP Telephony Call Processing, advocating for systems such as Avaya, Oceania, UAD SIP, and PureCloud.
- Resolved technical issues for multiple clients across a multi-floor call center on a call-by-call basis.
- Redesigned a self-guided process for migrating mailboxes for the entire team.
- Successfully exploited troubleshooting techniques for Office 365 to find and implement various solutions.
- Assessed and resolved Outlook email client issues while configuring new hire email addresses and Skype for Business via Office 365.
- Accessed Active Directory and email systems during company merges to migrate users within strict project deadlines.
- Maintained high availability for helpdesk troubleshooting within conserved time limits to ensure agent readiness.
- Collaborated with the team to document historical issues and resolutions to prevent recurring problems.
- Provided Level 1 helpdesk support during high ticket volumes or overflow periods.
- Inspected and resolved escalated Level 1 issues and provided on-site support for corporate office personnel and executive teams.
- Performed preventative maintenance in accordance with departmental policies, including PCI and non-PCI call floor regulations.
- Assisted IT Operations staff in regulating network and server infrastructure.
- Communicated effectively both orally and in writing to resolve complex technical challenges.
- Operated within Active Directory to handle Tier 1 tasks, including user creation and password resets.
- Performed new computer deployments and equipment moves to ensure operational effectiveness for all agents.
Tier One Remote Agent
Wells Fargo
Jun 2018 — Oct 2018
- Educated internal users on the transition from Windows 7 to Windows 10 using self-assembled guides to facilitate navigation and system understanding.
- Analyzed technical issues via telephone to guide users through network reconnection scenarios, including login failures, internet connectivity issues, and VPN troubleshooting.
- Coached team members on resolving printer hardware issues and utilized remote connection software to install drivers and configure network printers.
- Received formal recognition from management for maintaining minimized resolution times, maximum performance, and high-quality customer service while resolving complex problems.
- Instructed users on Windows 10 navigation and verified the successful installation of all required corporate applications.
- Maintained meticulous documentation by properly categorizing and organizing tickets for every call to ensure records were fully complete before closure.
- Maintained a strong security posture by identifying and minimizing risk factors associated with elevated credentials to prevent network compromise.
- Managed user account security by unlocking accounts and educating end-users on password best practices.
- Identified proper protocols for gathering required data to effectively escalate reported issues to field team members when necessary.
- Demonstrated agility by quickly adapting to changing roles and priorities within a fast-paced banking environment to support team goals.
- Organized and maintained current lists of system-wide outages to provide accurate, real-time information and support to affected end-users.
Education & Certifications
MyComputerCareer (2017)
- CompTIA A+ ce (Expires Dec 12, 2028)
- MTA: Networking Fundamentals
- MTA: Mobility and Device Fundamentals
- MTA: Windows Operating System Fundamentals
Technical Proficiencies
Recommendation
"I had the pleasure of working with Matthew at Wells Fargo. I was his supervisor and noted his excellent work ethic from the start. He was punctual, thorough, and made sure that the work he did (helping Wells Fargo employees convert to Windows 10), was complete and accurate. I have only positive things to say about him. You will find him reliable and eager to give the best that he has to offer."
- Bill Hollingsworth, Operations Coordinator