Daniel Matthews Email & Phone Number

United States

• Build automated workflows in the BridgeGate application for customers that enables secure communication and interoperability among the organization's disparate systems and applications• Lead Implementation Projects involving initial customer setup and upgrades for Direct Secure Messaging via SOAP API Web Services, XDR, SMTP, and Webmail• Manage Technical Support team, train new employees, and liaison between the customer and Operations/Development teams• Primary Technical Support escalation contact for handling cases and troubleshooting customer's technical issues

United States

• On-board new customers, integrate their existing applications to SES’s applications/services.• Primary point of contact for customer support, handling roughly 90% of support tickets by myself and work with the appropriate internal resource to resolve the remaining 10% using Salesforce.• Proactively addressing customer support issues, evaluating root cause analysis, and improving communication across support, implementation, development and executive teams.• Create, manage, and resolve Technical Operations and Software Development tickets/issues.• Developed and enhanced the Customer Service reporting and feedback metrics, documentation, and response time.• Improved reporting and Sharepoint support documentation.• Generate user, message, and system reports to effectively monitor uptime of our services.• Build search queries using Linguamatics to gather bulk data from Medical records/documents.• Diagnose, troubleshoot, and resolve errors from logs either internally or on customer side.• Participate in Direct Trust Connect-a-thons to establish trust relationships with all major HISPs.

Culpeper, Virginia

• Monitored and controlled computer systems working a rotating shift schedule that covers 24 hours a day, 365 days a year, for a mission-critical environment. Managed system and application problems that arose and provided support to resolve such problems in a timely manner.• Identified problems and participated in problem management resolutions by collecting and tracking data and progress. Resolved issues regarding on line transactions, system status and procedures, downtime procedures in accordance with the service level agreement.• Made suggestions on improvements and participated in the implementation of approved improvements throughout the supported applications architecture.• Developed detailed documentation and procedures for critical problems and resolutions.• Deployed new software releases on development, testing, and production environment hosts.• Performed regression testing on new software releases to ensure compatibility.• Interacted with an international community of banking institutions and customers.

Falls Church

• Perform network modeling, analysis, and planning.• Develop test plans, implementation plans, and project timelines for various projects.• Work with technology vendors to implement network structure needed to support corporate facilities.• Install hardware such as cables, hubs, routers, and wireless adaptors.• Create a plan and layout for a data communication network.• Upgrade network hardware and software components as required.

Chantilly, Va

* Monitor enterprise system health and respond to alerts and generate reports for management.* Analyze and configure firewall rules.* Designed and configured sandbox server in Putty.* Helped employees with technical issues using a ticket system called CALT Access.* Recorded data about particular servers down for maintenance.

Richmond, Virginia

* Software and application research.* Researching Oracle errors and providing information to the Senior Engineer.

Jenkintown, Pa

Provided structure cabling support for telephone, voice, data and all networking installations.