Matthew Lew Email & Phone Number

Draper, Utah, United States

Draper, Utah, United States

Draper, Utah, United States

Used problem solving skills to quickly resolve customer's cases to their satisfaction and provided assistance to prevent future issues by proactively sharing information/expertise regarding recent hotfixes and knowledge documents with the customer.Applied advanced technical knowledge and troubleshooting methodology to assess complex problems, analyze logs to determine root causes and advise customers on solutions. Analyzed diverse customer environmental data to troubleshoot and recreate issues on test systems. Shared configuration best-practices with customers.Continually expanded knowledge of Broadcom Support best practices, procedures and systems.Prioritized and balanced workload across channels, making good use of time to achieve organizational and personal goals. Assisted/mentored others to prioritize and balance their workload by sharing expertise.Independently learned and expanded product, technology and soft skills. Expanded knowledge across multiple product releases. Acted as subject matter expert for certain product components.Shared knowledge with other engineers and customers by following KCS methodology and process. Enabled customer self-service success using KCS methodology by reusing, creating, reviewing, updating, publishing and retiring knowledge. Assisted/ mentored colleagues developing knowledge content.Demonstrated teamwork and leadership by providing technical assistance to team-members to support aged/escalated issues. Provided coaching and mentoring to less-experienced team-members or colleagues.Understood Product Lifecycle and future direction for supported products or product line.Created lab' environments to replicate customer issues.Adhered to case hygiene best practices and looked for new ways to improve the quality and integrity of case data/documentation.Cultivated a growth mindset. Continually focused on professional career development opportunities including product and industry certifications.

Draper, Utah, United States