Brian A. Matthews Email & Phone Number

Charlotte, North Carolina

Charlotte, North Carolina Area

Onsite Support for 50 usersPhone support for Help Desk as neededImagining of Thin ClientsInstall, upgrade and maintain all desktop, notebook and thin client computers.Support network multifunction printers.Maintain desktop computing devices and associated peripherals in local area network environments.

Charlotte, North Carolina Area

Senior Technical Support Analyst for Polypore International Inc., and its 4 sites in the Charlotte, NC area as well as the Corporate site in Ballantyne, NC. Team Lead for CLTP Support Team providing exemplary support to all users. Coordinate daily activities of team membersPerform daily ticket and task reviewInsure tasks & projects are completed in a timely manner in conjunction with provided tasksCoordinate with Regional & Global support manager on organization and direction of CLTP Support TeamInstall, upgrade and maintain all desktop, notebook and thin client computers.Support network multifunction printers, VoIP phones, smartphone devices and projectors.Maintain desktop computing devices and associated peripherals in local area network environments.Troubleshoot and support desktop applications for end users.Solve incidents reported by users, internal IT colleagues or by system alerts as well as local project work.Track all incidents in ticket tracking system; follow up with users to ensure problems are resolved in a timely manner and to their satisfaction.Answer service requests via phone, email and in person.Patch ports at switch and Punch down cables at switch

Buffalo/Niagara, New York Area

Technology Support Specialist for Nardin Academys Elementary School, High School, Montessori School, as well as non school departments. Providing hardware and software support on all PC's, Mac's, Laptops, Tablets, Printers, Smartboards and Projectors.Internal support of PC’s, Macs, Laptops, Tablets, Printers, SMARTBoards, Projectors, and Applications via SchoolDude tickets, email, or personal requestWork with supervisor in determining appropriate purchases made for ITCreate Windows 8 image for Samsung 500T tabletImage and configure 120 Samsung 500T tablets for deploymentManage inventory and operation of all printers (stand alone and network)Innovate use of resources such as determine an alternate way to project wirelessly over the network to capable projectorsProvide support for deployment of 900 ChromebooksDemonstrate excellent customer service while resolving issues and providing trainingDevelop positive professional interpersonal relationshipsCollaborate with team

Client Services for the Branch Services Team, supporting Technology in our Retail Branch Network and Small/Remote Offices, as well as onsite support at our Walden Mortgage Site. Providing hardware and software support on all PC's and Laptops.Internal support of all Pc’s and all Applications via GSD trouble ticketsInvestigate problems, such as malfunctioning hardware, & software issues & correctTroubleshoot printer issuesAssist with adds, moves and changesIdentify and prioritize problems and initiate corrective actionManage small projects and assist with small or large projectsTicket Coordinator 2 days a week, Regional Tech 3 days a weekLearning Branch Voice for Branch Opening/Closings/RelocationsProvide CSS overview training for new hire classesShare CSS resolutions with Help Desk for Help Desk KT entriesHSBC ProjectsHeaded up Lotus Notes 8 Upgrade Project for the AtriumHeaded up Regional Coordinators and TechniciansGlobal Share Demise –Setup new location for branches that scanned to the Global ShareBridgewater Site Close – Managed/Coordinated Data Copy from BRNJ server to new locationBranch Opening, Closings, and Consolidations – Submit necessary forms, update markup sheet for data ports as well as phones, and manage vendors as needed

Hsbc - Center And Atrium

Tier 2 Support/Crisis call ManagementInternal Phone support for all of HSBCInstall network as well as local printer driversSupport for Lotus Notes installing and configuringAll password unlocks, and resetsMainframe Support(Passwords, Unlocks, and Printers)Determine appropriate course of action on calls that can not be solved immediatelySupport for all software used by HSBC installing and configuringUse Netfinity and Remotely Anywhere to assist in trouble shootingDaily morning proactive checksAssist with updating and adding Knowledge Tool entries

Laptop Support and RepairInstallation of predetermined software using imaging softwareSetup of personalized settings such as network items and mailboxesKeeping an updated detailed inventory of laptops and laptop partsTroubleshooting and fixing any problems that arise in the field. Reinstallation of software, replacing faulty hardware, etc.Technical Support of Software and HardwareTroubleshoot hardware and software issues alike. Determined possible conflicts and decided the proper course of action to alleviate the problem, even if it meant coming up with new solutionsSoftware TestingAssistant Network Administration/IT SupportMaintenance of a 20 to 30 Windows NT 4.0 networkTroubleshooting and fixing all problems that arise on workstations about the officeIn charge of backing up multiple systems on a regular basis using Backup Exec.Setup and maintenance of Email accounts using Microsoft Exchange

Phone support for all of Iomega's productsAverage handle time of 10 minutes and an average score of 4.0 – 4.36 out of 5.0Assisted customers in installation of their Iomega drivesSet up Return Merchandise Authorizations as needed When call volume was low, worked on escalation's Took orders by phone for Iomega productsAnswered pre-sales questions via Iomega Direct Chat

Mcp, Mcsa

3 MCP Courses in working towards MCSA Certification. Currently have received MCP certification.

A+, A+

350-hour Certification Program Comprehensive support training in networking, hardware, operating systems, applications and customer service.