Mathew Casterton Email & Phone Number

Santa Monica, California, United States

Los Angeles, California, United States

Portsmouth, New Hampshire

Handled LAN and WAN issues between 3 locations as well as became knowledgeable in the product being sold in order to better assist clients coming to the Bar or Store.

Lee, NH

Track requests and projects while documenting progress and outcomes within internal ticketing system. Analyze trends of service use to identify methods of issue resolution or product improvements. Handle escalated priority issues.

Lee, NH

Track requests and projects while documenting progress and outcomes within internal ticketing system. Analyze trends of service use to identify methods of issue resolution or product improvements. Handle escalated priority issues.

Greater San Diego Area

Onboarded and managed 20+ new clients. Designed and built networks for EoC, Fiber & T1 circuits for Data and VOIP systems. Dispatched to client locations for installs and technical troubleshooting of external & internal networks.

San Diego, CA

Supported clients using networking and VOIP services by means of a call queue and ticketing system. Resolved issues with network connectivity, VOIP, and colocation services. Worked with vendors to test and resolve circuit issues at a higher level. On-call tech as part of a monthly rotation for 24/7 emergency support.

Greater San Diego Area

• Knowledge of Hansoft
• Worked with the player base on any bugs found by players to document and notify development
• Executing Technical Requirements on pre-release versions of software
• Worked on: Everquest, Everquest 2, H1Z1, Everquest Next, Landmark
• Research and documenting product defects and violations and assuring that the Development team is aware of any known defects
• Logging issues in concise written report formats for development team to review

San Diego

• Troubleshoot Constant Glucose Monitoring (CGM) device and document complaints and inquiries in proprietary ticketing system.
• Serve as first point-of-contact for patients and medical professionals on all technical and service levels. Provide assistance with patient support issues. Coordinate with Quality Assurance to ensure customer.
• Take calls on patient inquiries and complaints. Respond to patient phone calls and emails with troubleshooting tips and specific instructions. Review and discuss data with patients. Spearheaded some training of.
• Collaborate with other departments for improvements of all processes.
• Promote and maintain high-quality technical support standards within the Technical Support department. Resolve hardware and software issues.
• Use and maintain software and databases appropriately. Document and analyze patient and product information, send replacements and samples, and perform patient follow-up per department standards.

• Knowledge of DevSuite
• Executing Technical Requirements on pre-release versions of software
• Worked on: Sports Champions 2, Smart as…, Playstation All-Stars Battle Royale
• Assessing product certification against official SCEA quality standards
• Research and documenting product defects and violations
• Logging issues in concise written report formats for development team to review

San Diego

• Deliver a world class client experience which promotes a high level of confidence in iMatrix through service excellence, fast cycle time, product expertise, aggressive follow-up in communication, and accurate results.
• Communicate with clients via ticketing system, phone or other electronic medium.
• Assist clients in best SEO practices in order to drive traffic to their site.
• Understand, navigate, and utilize ticketing, billing, and proprietary systems.
• Provide guidance in issues of a technical nature to clients in a non-technical field.
• Eliminate the complexity of successful web marketing with our one-stop, turnkey solution and allow clients to focus on running their business.

• Managed and trained a crew of 10 to maintain the store front as well as the kitchen staff.
• Handled closing and opening the store including but not limited to depositing the previous nights money to the bank, managing the previous days allotted man hours and determine the upcoming days man hours allowed.
• Assisted the store manager in creating the weekly schedules

Portsmouth, New Hampshire

• Managed and trained all seasonal and permanent employees in the store.
• Handled closing and opening the store including often alone and would calculate daily sales, deposit daily cash, perform daily checks on all currently stocked Systems.
• Performed weekly inventory checks of all stocked merchandise.
• Created and maintained the weekly schedules with man hours and adjusted on the spot for budgeting needs and daily sales accordingly

Information Technology

Computer Engineering Technologies/Technicians