Matthew Spicer

Operations Support Lead & Senior Systems Engineer

📧 Matthew_Spicer@iCloud.com
📱 (262) 864-1498
💼 linkedin.com/in/matthew-spicer

Professional Summary

Operations Support Lead and Senior Systems Engineer with over 8 years of experience driving IT support, incident management, and network troubleshooting. Proven track record of directing Level 1 and Level 2 support teams to maintain strict Service Level Agreement (SLA) standards. Leverages strong analytical skills to streamline operational workflows, cutting resolution time by over 15%, authoring standard operating procedures (SOPs), and managing complex technical deployments.

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Core Competencies

IT Operations & Support

Incident Management SLA Optimization Active Directory Remote Troubleshooting Tier 1/2 Support

Systems & Platforms

Office 365 Avaya PureCloud Windows OS (7/10/11) SQL & Power BI

Telephony & Communications

IP Telephony VoIP Systems Badge Management Physical Security Integration

Leadership & Management

Team Leadership Process Improvement KPI Reporting Mentoring

Technical Skills

PowerShell 3.0+ Linux Shell Scripting AWS Solutions Architect (Assoc.) ITIL Foundations
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Professional Experience

Cognizant Operations Support Lead January 2026 – Present
  • Directed day-to-day workflows and task assignments for a 12-person L1 and L2 operations team, ensuring comprehensive incident, problem, change, and request management.
  • Spearheaded implementation of new controls and proactive monitoring activities to prevent incident recurrence and close technology gaps.
  • Authored and maintained operations runbooks, KPI measurements, and Standard Operating Procedures (SOPs) to enhance technical team efficiency.
  • Evaluated SLA compliance through quality audits of cases and tasks, utilizing tools like Excel, SQL, and Power BI to create metrics for weekly, monthly, and quarterly service reviews.
  • Mentored and coached team members, managing performance and serving as the primary escalation point for unresolved technical issues.
Cognizant Senior Systems Engineer May 2023 – December 2025
  • Resolved 15+ complex customer issues daily via remote troubleshooting, diagnostic techniques, and strategic questioning, delivering a high level of user satisfaction.
  • Managed comprehensive documentation of events, problems, and resolutions within internal ticketing systems to track ongoing infrastructure health.
  • Prioritized and escalated critical technical issues while managing high-volume walk-up support, chat, phone, and email requests.
Hanesbrands Inc. Specialist Customer Support July 2021 – April 2023
  • Diagnosed and isolated hardware, software, network, and telecommunications issues utilizing historical database records.
  • Collaborated with management to mitigate recurring problems and implement minor changes in departmental business processes.
  • Ensured absolute compliance with security procedures, Sarbanes-Oxley requirements, and change control guidelines during daily IT operations.
C3i Solutions Senior Support Engineer October 2018 – July 2021
  • Administered IP Telephony Call Processing systems, including Avaya, Oceania, UAD SIP, and PureCloud for multi-floor call centers.
  • Redesigned a self-guided process for team mailbox migration and successfully executed complex Active Directory user migrations.
  • Troubleshot and resolved Office 365 and Skype for Business challenges while executing Tier 1 tasks such as password resets and new user creation.
  • Instructed and supported Level 1 helpdesk agents during overflow periods and performed preventative maintenance between PCI and non-PCI call floors.
Wells Fargo Tier One Remote Agent June 2018 – October 2018
  • Educated internal users on Windows 10 navigation and applications via self-assembled troubleshooting guides.
  • Analyzed network connectivity issues, guiding users through the remote resolution of VPN, internet connection, and lockout failures.
  • Awarded special recognition by management for minimizing resolution times and maximizing customer service quality during complex technical scenarios.
Meta Platforms MSP Specialist / Enterprise Systems Specialist (Contract) [Add Dates]
  • Managed critical enterprise systems supporting 18,000+ global users across contingent worker management, identity operations, and security platforms.
  • Implemented automated troubleshooting procedures reducing manual intervention by 40-50% for recurring system issues.
  • Created comprehensive technical documentation including runbooks, training materials, and best practices guides.
  • Collaborated across cross-functional teams to resolve complex integration issues between Workday, CSC, and identity management systems.
  • Specialized in high-stakes incident management for enterprise-critical systems affecting global workforce operations.
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Education & Certifications

MyComputerCareer

Information Technology | 2017

Certifications & Training:

CompTIA A+ ce Certification

Expires: December 12, 2028

Microsoft Technology Associate (MTA)

Networking Fundamentals | Mobility and Device Fundamentals | Windows Operating System Fundamentals

AWS Certified Solutions Architect – Associate

Prep Course (LinkedIn Learning)

ITIL Foundations

Professional Development Certification

Additional Training:

Linux Shell Scripting PowerShell 3.0: Scripting and Tool Making AWS Solutions Architect Prep

"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 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