Matt Shultz Email & Phone Number

Akron, Ohio, United States

Akron, Ohio, United States

- Lead by example for our Senior IT support team by fostering collaboration, task delegation, and providing direction.- Act as an escalation point for complex technical issues, and responsible for handling critical incidents effectively and ensuring their timely resolution.- Identify and implement streamlined workflows and tools to optimize IT support processes.- Act as escalation point for intricate technical issues, ensuring timely resolution and effective incident management.- Provide input in strategic discussions to shape long-term IT operational goals.- Maintain high level of professionalism and responsiveness in user interactions.- Participate in IT projects, contributing technical expertise beyond regular support duties.

Akron, Ohio, United States

- Provide advanced hardware and software troubleshooting support.- Provide desk-side in-person and tech-bar support onsite.- Provide oversight, guidance training, and documented processes to T1 Service Desk Analysts- Create and maintain IT support documentation and escalation procedures.- Work in conjunction with network, server, endpoint engineering, systems administrators and the software development teams.- Oversee helpdesk ticketing and infrastructure monitoring systems.- Respond to customer/end user requests for assistance in a timely and professional manner.- Administer file processing and production processes for data sources, systems, and partners.- Troubleshoot production issues including batch processing, web service transactions, and SQL related issues; Identify sources of issue and fix or coordinate resources to fix.- Develop scripts for automation tasks.

Akron, Ohio, United States

- Manage and coach a team of agents; performing account maintenance on consumer credit cards.- Troubleshoot system issues for a team of 30+ agents working remotely; walking them through troubleshooting steps to solve computer issues they are facing. Situations often include identifying reasons for program error messages, interpret unexpected results and find creative ways to solve unique problems before escalating to our internal IT Help Desk- Create custom tools and automation around regular functions using Salesforce, Excel, PowerBI, PowerQuery, VBA coding, and SQL.- Utilize custom reporting to efficiently gather relevant data for agent productivity, internal compliance requirements, and external audit requests.- Regularly monitor and audit team productivity using reporting tools and analytics to ensure goals are achieved compared to established expectations.- Identify areas of improvement and efficiency gains in assigned tasks and duties, while complying with relevant regulations including but not limited to: CARD Act, FDCPA, Fair Credit Reporting Act.

Akron, Ohio, United States

- Managed department of 50+ phone and computer agents, by prioritizing tasks and duties to meet service level agreements set with our clients.- Handle escalated calls for credit and finance situations with nationwide partners in a retail environment. - My role was to deescalate situations that lead to frustration for our partners and customers, while offering a solution that met our company goals and the customers desires.- Review processes to make sure agents were adhering to laws and regulations, and provide coaching and feedback for any opportunities.- Establish and implement departmental policies, goals, objectives, and procedures.- Manage, train, and coach employees and develop a work environment that promoted high motivation and customer satisfaction.

Akron, Ohio, United States

Fairlawn, Ohio

Associate Of Arts (A.A.)

High School Diploma