Matt Mcwilliams Email & Phone Number

Roswell, Ga

Norcross, Ga

Over almost 10 years with Milner, I covered many positions. We supported 120 clients with 6000 endpoints at the time of my departure.Most recently I was the Network Operations Manager as well as Helpdesk Technical Lead. Duties of that position were:• Backup Management – We used Datto and Chartec as our backup systems• Team Management – Managed two 24/7/365 NOC teams (in-house and overseas) that also support the HelpDesk on nights and weekends.• Technician Education and Documentation – I was the escalation point for technical questions from the HelpDesk engineers and documented any procedures that were discovered while training.• Solutions Management – I was the point of contact for our support of the applications we used (RMM, AV, evaluating new products against our existing).• Customer Escalation Support – As part of the management team, I would contact customers who had escalated their questions/concerns about service.• Assisting Sales and Upper Management by providing Quarterly Business Review reports as well as researching customer complaints and determining root cause and areas of improvement.• Monitoring areas I was responsible for: Server Health (Offline and Hardware alerting), Patch Compliance and Making sure we met compliance for HIPPA and NIST on related customers, AV Health, Internet and Fail-over status, Backup Health and Remediation (Verifying backups were active, reliable, routine DR tests, and recovering files/servers in the event of a disaster recovery needed).Prior to Management, I was the Level 2 Helpdesk Lead Engineer. My duties were:• Customer updating and Ticket Management – Responsible for Keeping the end user updated within a 48 hour period and meeting our SLA based on priority.• Assisting the other Level 2 Engineers with difficult issues, before escalating to our senior engineers.• Mentoring Level 1 Engineers to improve their skills and have them promoted to Level 2

Norcross, Ga

I am the Technical Lead over our Level 2 help desk engineers. I provide support, direction and escalations for my team of engineers. The team covers network, application, and phone support. Also we cover the Network Operations Center that maintains our customers alerts and maintenance actions.

I provide support, direction and escalations for my team of engineers. The team covers network, application, and phone support. Also we cover the Network Operations Center that maintains our customers alerts and maintenance actions.

Lilburn, Ga

Repair and Upgrade of customer personal computers Design and implement home and small office peer-to-peer and client/server, wired and wireless networks Build custom home, client and server Windows or Linux based computers Design, publish, and maintain websites

Field Repair technician specializing in Konica Minolta and Ricoh Multi-function devices.

During my time at CompUSA, I worked in all aspects of the technical services department. I began as a refurbishing technician and worked my way up to the Technical Services Sales Manager. I then moved tot he Region office and managed the parts ordering and returns.

Responsible for merchandising, stocking, and profitability of software and video games department Merchandise shelves according to Planograms

B. S., Information Technoglogy - Security, 3.7

Training Program Certificate, Network+ And Ccna

Network+ ­ 2008 CCNA 2011