Bob Mattoon Email and Phone Number

• Highly valued business partner accountable for the coordinated management of multiple projects from inception to completion directed toward improving client’s intended business result through technology.• Facilitated installations and upgrades of Service Desk Express across more than 80 organizations onsite and remotely.• Managed and navigated Statement of Work (SOW) orders, immediately consulting with client to ascertain specific logistics and project details to provide an expert approach. • Configured e-mail communication, workstation accessibility, and created workflow including relevant business regulations and integration with other systems.• Effectively administered entire installations ensuring appropriate configuration and account settings were in place.• Led onsite and remote design layouts and formulated effective change/update plans to meet specific client needs.• Trained countless administrators and end users on Service Desk Express offerings and functionality, outlining ticket management procedures and workflow fundamentals.• Authored comprehensive procedural and function description framework encompassing the seamless transfer of data from MySQL to MSSQL database for OurKids in Florida.

• Founded business and successfully managed all facets of management, scheduling, and financial aspects of a startup.• Installed and upgraded Service Desk Express for over 40 organizations with profound focus on providing efficient, practical training to more than 50 associates ensuring complete customer satisfaction.• Performed in-depth analysis of specific business requirements, and subsequently customized software and project as a whole to conclusively satisfy the work needs of the client.• Directed all new projects with requirements definition, analysis and design, test planning, and project scope.• Led valuable training for various software product knowledge, relational concepts, and basic product navigation.• Built valuable experience in software integration/installation, client training initiatives, PC hardware and software expertise, and providing superior customer-centric service and support.

• Advanced in position based on consistent contributions to organization’s customer service and technical support operations earning promotion to Team Lead.• Managed Level 1 team while providing advantageous training and mentoring on Magic Service Desk.• Strategically leveraged technological acumen to align team missions with business unit objectives.• Provided seasoned technical support and resolution to escalated customer issues to ensure optimal functionality minimizing downtime and driving operational excellence.• Assertively managed support testing lab in order to ensure customer issues were resolved quickly and successfully.• Built and strengthened key working relationships with various internal partners and entities to foster a strong sense of team work and encourage positive dialogue.• Earned solid reputation for swiftly resolving complex issues and providing exemplary customer service.Level 1 Tech Support (2000-2003)• Timely responsiveness interfacing with clients performing intricate troubleshooting to resolve technical issues.• Notably regarded support professional providing essential tech assistance to end users in support of general questions, troubleshooting, and software updates.• Ensured the accurate and complete logging of all pertinent information regarding each call, and persistently followed through to issue resolution or escalation with distinct data recording.• Pool and fully utilize all available resources to efficiently expedite procedures providing suitable solutions leveraging vast acquired knowledge from previously resolved issues.• Continuously seek avenues to inspire the team and propel business unit into technologically advanced position.