Matthew Kane Koite Email & Phone Number

Houston, Tx, Us

Houston, Texas, United States

Houston, Texas, United States

Houston, Texas, United States

Provides operational direction and guidance for an international group of Customer Support Center Engineers, as well as working with other departments, stakeholders, and customers. in order to meet the goals and performance measures of Speedcast, while providing value to our customers.Provides direct management to, and acts as an escalation point for CSC Engineers and takes appropriate action toward resolving network problems as they appear, ensures active tickets are managed, updated and escalated in line with standard operating procedures.Provides direction and guidance to customers and technicians during the trouble-shooting process, including but not limited to, remote site equipment problems and issues, networking and routing, testing, and verification of satellite, microwave and RF communication systems.Detects, analyzes, and resolves network switching and transmission system problems, differentiates between primary and secondary network failures, determines what additional resources are required, while minimizing impact on customer service.As a CSC Supervisor, it is necessary to build trust within and among team, work collaboratively with all levels in the organization, drive improvement and efficiency within team to produce desired metrics, set objectives and carry out performance appraisals of, and manage training and development needs of my direct reports.

Bryan/College Station, Texas Area

Manager/Hiring Manager – Enhanced customer success, as well as org reputation by accepting ownership for, and accomplishing new and different requests, setting strategic goals, working with developers, stakeholders, and clients, and exploring opportunities to add value. Accomplishing human resource goals with recruiting, interviewing, orienting, training, assigning, scheduling, coaching, counseling, and disciplining a team of 75. Managed the preparation of staff assessments. Resolved staff, customer, and end-user conflicts in a professional courteous manner. Communicated job expectations, planning, monitoring, appraising, and reviewing job contributions. Planned and reviewed compensation actions. Created, distributed, and enforced policies and procedures. Training & Development Coordinator – Worked closely with internal engineering, developer, project management, technical, and management teams to build procedures, tools, and training in order to improve staff performance through training of attention to detail, technical, and empathetic problem-solving methods.Project Manager – Achieved operational objectives by contributing information and recommendations to strategic plans and reviews, preparing and completing action plans, implementing productivity, quality, and customer-service standards, resolving problems, completing audits, identifying trends, determining system improvements, implementing progressive change.Data Entry Administrator – Maintained accuracy of internal account, billing, and network databases of customer service, technical support, and accounting support tools. Maintained and updated customer web pages to reflect current branding, rate plans, promotions, and changes in aesthetic and ergonomic design.Technical Support Representative – Provided front-line technical support to customers, technicians, and end-users via phone, email, and chat. Monitored managed networks, addressed outages and issues before they were reported by customers.

College Station, Tx

Planning, coordination, and implementation of computing, networking, and audio/visual deployments for coast-to-coast trade shows, conferences, events, and disaster recovery situations. Worked with internal inventory, warehouse, and support teams, as well as external venue, shipping, union, temporary staffing, and event teams local to the events. Managed day-to-day operational aspects of the event within company scope for the duration of the project. Reviewed deliverables prepared by in-house teams before passing to client, and provided on-site support of the technology products for the duration of the project. Oversaw intake of project deliverables after an event, in order to prevent loss; completion of expense reports and time accounting, which was 75% travel.