Mathew Baldwin Email & Phone Number

Austin, Tx, Us

New York, Ny, Us

New York, Ny, Us

As PM of Consultations: Coordinated the delivery of a customized Zoom experience in partnership with our core engineering groups- Twilio, Zoom, Plivo, Meta (WhatsApp) global administrator-- Manage all facets of the businesses use of the platforms, development cycles, and production services- Coordinate contract and supported delivery negotiations- Help establish a partnership between GLG Marketing and Zoom Marketing groups to create messaging campaigns- Create and facilitate all training sessions for global support teams and GMs to share services, workflows, and information around the provider and call experience - Coordinate the delivery of Zoom QOS services into GLG support systemsProvide multiple White Papers on Phone and SMS regulatory compliance strategy, tactics for growth and risk avoidanceBy completing this work and the quick development/ISV internal integration GLG was awarded Zoom ISV Embed Partner of the Year 2022. Conference: Internal Quality of service- Trained all conference support staff in receiving, troubleshooting, communicating, and closing of support tickets- Coordinated the rebuild of support ticket templates and communication workflows- Managed technology provider data, issue category, and failure mode ticket statistics Telephony provider strategy: Continuous Improvement- Coordinated the rebuild of Spearline campaigns for targeted regions- Advised the change of both software changes and provider assignmentsCommunications: Transparency- Established managed communication channels with GM's, CSp's, PSS and other stakeholders to provide a series of normalized messaging regarding the Conference platform and its initiatives- Coordinated the build, test, and UAT of new UX solutions on the conference dashboard for Client and project support staff (experience, search, revenue recognition, and many more)- Coordinated all Marketing and communication strategies for both internal and external messaging

New York, Ny, Us

As an analyst for GLG's Engineering products, I bring an energetic passion and a strong customer-focused perspective to complex technology. Projects:- Project manager Conference system dashboard upgradeCommunications strategyTechnical resource managementPost-release bugs trackingCreation of and planning for future feature releasesDevelopment and managing of all training for the new platform using documents, in-person, and videosCompleted requirements gathering from multiple organizationsReviewed the active workflows of each org and developed the new system to streamline each group processesManaged the development life cycles and resources for each release- Project Manager Conference Platform supportCollected call volume statistics based on country and call providerBuilt teams of support services from all providers and vendors (reaction teams)Created projects for provider engineering teams based on individual talentsDeveloped processes and reporting for multiple teams (internal and external) - Data analyst Global number trend analysis Organized the statistics of call quality using both M.O.S and P.E.S.Q scoringTrends analysis of global issues from the Associated Press and social media resourcesReacted to any issue by creating teams of experts to correct issues - Data analyst Telecom impact due to CoronaVirus (Covid-19)Analyzed call quality degradation due to overloaded telecommunication servicesUsed data to redirect all traffic to higher quality carriers were possibleAdded new numbers and configurations to improve callsManaged internal communications and blogs regarding updates and strategiesTrained support staff for processes on reacting to the issues and frustrationsAdvised on the strategy for new call routing to improve quality across technologies

New York, Ny, Us

While working as the Systems Analyst, I troubleshot and resolved various applications issues. My responsibilities included repairing and maintaining systems, hardware, and peripherals to assure unhindered workflow. Developed accurate documentation for standard procedures and supporting documentation for end users.My key contributions includes:- Incorporated change management processes to effectively deal with new changes and transformations within systems.- Guided colleagues regarding software and hardware products as well as logistics and standards according to job role.- Operated across global offices in collaborative manner.

London, England, Gb

As a Senior Prototyping Technician, my responsibilities included operating all 3D printing equipment while upholding a high level of expertise and professionalism. I managed data organizations for parts, Gcode, slicing, and testing of materials with SolidWorks EPDM. I used to assess manufacturing and buying practices to accurately select production part.Few of my important duties also included the following:- Coordinate seamless integration of Additive Manufacturing for production parts, prototype, and fixtures.- Identified and capitalized on cost saving opportunities by 3D printing parts and tools internally.- Designed and modified new and existing parts / tools.

Abbott Park, Illinois, Us

L1 Tech support on contract - Outlook upgrade and training to user, migrated users in a company wide domain rotation.

Personal contracts through craigslist while searching for work full time.

Atlanta, Georgia, Us

Deskside support for the deployment of 5k + Windows 7 installations and other propriatary applications for Genentech genentic research. Data migration using USMT and ERD Commander, trouble shoot Bart PE