Matt M. Email & Phone Number

 Help maintain low call wait times by taking live calls when volume is high. Record tickets with user issues and assisted in resolving or escalating. Take more complex calls from service desk analyst members to free them up for calls. Mentor service desk members on more complex issues. Maintained tickets and customer SLAs to meet expectations..

 Take calls from customers and assessed what problems they are having. Record tickets with user issues and assist in resolving or escalating. Install printers for users and troubleshoot current printers. Unlock network accounts or accounts in other systems. Maintain tickets and customer SLAs to meet expectations.

Reedsville, Pennsylvania, United States

 Managed daily issues with IT systems. Maintained computer and network equipment. Provided system configuration of equipment for workstations purchases. Configured and deployed new pc’s. Setup and configured home office firewalls for new employees’ remote office. Setup and configured new phone users in our NEC phone system.

Lewistown, Pennsylvania, United States

 Managed day to day plant operational issues with IT systems. Upgraded PC’s and Antivirus to standardize IT systems. Completed PO’s and Order equipment to help users facilitate their jobs. Configured and deploy new pc and server equipment. Programmed switches to segregate networks at our warehouse location. Worked with other IT personnel to resolve.

Millersburg, PA

• Manage day to day operational issues employees have with IT systems.
• Implement new features of ERP system to enhance operations.
• Order new equipment, complete purchase orders and handle invoicing.
• Configure new equipment for use in production.
• Work on servers, computers, phone system, etc. to troubleshoot problems

Pennsylvania

• Manage day to day operational issues employees have with IT systems.
• Implement new features of ERP system to enhance operations.
• Order new equipment, complete purchase orders and handle invoicing.
• Configure new equipment for use in production.
• Work on servers, computers, phone system, etc. to troubleshoot problems

Allensville, PA

• Manage problem resolution for issues in day to day operations.
• Monitor company infrastructure to ensure smooth company operations.
• Work with hardware and software to troubleshoot and improve company performance.
• Track licensing compliance on our network.
• Troubleshoot problems with ERP and design softwares.

State College, PA

• Utilized AutoTask computer ticketing software to track customer issues.
• Communicated with customers and assisted with issues either on-site or remotely.
• Installed and configured IP and digital phone systems at customer locations.
• Set-up of new computers.
• Configured user profiles in Active Directory accounts.
• Configured printers and network drives for new computer set-ups.

State College, Pennsylvania Area

• Interned at X-Pert Communications.
• Managed client systems and addressed client issues with software and hardware.
• Worked with desktop, server, printers, software, hardware, phone systems, and virtualization.
• Learned how to maintain a helpdesk ticketing system.

• Operated production machinery to reach production objectives.
• Assisted other shift workers problems with production or quality.
• Maintained production equipment records.