Matt Wright Email & Phone Number

Nashville, TN, US

Brentwood, TN, US

Brentwood, TN, US

The Manager, IT Implementations role oversees the Premise IT Implementations team. The role is directly responsible for managing IT Implementation Managers and IT Implementation Specialists. This role is also responsible for managing IT Implementations / new site turn up’s, IT refreshes, site closures, moves and special projects. The role partners closely.

Brentwood, TN, US

• Key Responsibilities:
• Lead new client technology implementation discussions involving hardware, infrastructure and software platforms. Discovery, design, development, training, deployment and maintenance.
• Manage technical client meetings, presentations and strategic planning.
• Create process flow, procedural, best practice and technical documentation for hardware, infrastructure, software platform implementation, training, support and usage.
• Install and configure new IT hardware and software.
• Communicate with clients, colleagues, end users and other technology groups and partners for the purpose of managing and supporting the delivery of technology.

Nashville, TN, US

• Nashville Metro Division Manager – Help Desk (Contractor)June 29, 2015 – November 11, 2015
• Managed 16 direct reports
• Responsible for Helpdesk, asset management, and Data Center staffing and support
• Provided leadership and direct day-to-day management to helpdesk staff of technicians that support Metro departmental customers on a 24x7 basis
• Managed departments’ meeting of Service Level Agreements (SLA’s)
• Managed staffing levels and schedules to provide effective helpdesk staff coverage to business users

• PS Associate Consultant II (SME) - works in a complex technical environment, resolving and providing solutions to customer problems.Responsibilities:
• Has basic knowledge across the related LOB product range including all solution(s) currently released and supported.
• Knowledgeable on assigned product solution(s) and can investigate issues and very infrequently require assistance Design corrective action(s) to resolve product or system problems with no known solutions.
• Gather and analyze information, formulate and test hypothesis
• Identify, design, develop and validate solution
• Ability to research problems with no known solutions and design solutions for identified problems

Iselin, NJ, US

• External IT - Cloud computing servicesSupport Services Manager for Levels 1, 2, 3, and on-premises teams (4/2012 – Present)
• Manage support levels 1, 2, and 3 for cloud support services. Support services consisted of multiple teams across the United States and Russia. I had 15 direct reports in Cloud Services.
• Manage on-premises support team based in San Diego. I had 8 direct reports in On-Premises.
• Manage hiring process for all teams including Russia. o Hiring process included creating the job descriptions, posting job openings on multiple web sites, vetting resumes, conducting screening calls, and doing final.
• Created and implemented a value based goal system. o Developed an incentive program based on those goals to drive specific performance.
• Developed custom reporting for all levels of support by pulling data from 3 ticketing systems and 2 phone systems. Wrote SQL queries to pull the data and format it for reporting.

Dallas, Texas, US

Execute against customer service standards, Manage front-line and escalation support needs for restaurant managers and Area/Regional DirectorsLed employee development and coaching while promoting productive team environment.Participated in recruiting process Managed training for newly-hired employees as well as on-going training for tenured analysts Build.

Dallas, Texas, US

• Job SummaryProvide third tier technical assistance and act as technical escalation point for the Brinker Restaurant Support Center, restaurant managers, vendors, and service providers. This assistance includes support.
• Identifies new problems and develops plan to evaluate and form action plan for problem resolution
• Defines assumptions underlying customer requirements
• Assists in solving complex problems outside of BRS but within support infrastructure
• Makes decisions based on broad perspective and understanding of business impact
• Applies a comprehensive knowledge of delivering quality service and satisfying IT customers

Dallas, Texas, US

• Job SummaryProvide technical assistance to restaurant managers, vendors, service providers with the following: critical system failure, hardware or software issues, general questions, clarification on operational.
• Vital customer service link for IS/IT to stores, vendors, service providers, and franchisees.
• Provide phone based support on basic computer operations, proprietary BOH/POS software, hardware, and network questions
• Provide support for approved third-party applications such as MSOffice Products, Adobe, Flash
• Troubleshoot all applications and hardware for problem resolution.
• Resolve fatal system crashes

Biology, General

Education record

High School