Matt Caplan Email & Phone Number

Boston, Ma, Us

• Implement technology best practices and develop internal IT strategy• Develop and launch policies to improve security, reduce shadow IT, and build consistency• Manage vendors and lead technology selection• Maintain office technology standards, including regular review of network and AV solutions• Track inventory and anticipate hardware and software license requirements• Build and improve identity and access management and user lifecycle processes

Lanham, Maryland, Us

• Led support function for internal users, implementing KPIs, defining SLAs, and building escalation solutions to ensure consistent user experience, which resulted in improving satisfaction metrics by 22%• Prioritized IT Operations roadmap based on business needs and executive stakeholder requirements and communicate the roadmap with leadership teams• Managed team of 4 individual contributors, including hiring additional headcount, developing role competencies, and building personalized 30-60-90s as part of professional development plans• Planned and executed organization-wide technology overhaul over a period of 9 months, replacing endpoint management, endpoint backup, endpoint security, and password management solutions

Lanham, Maryland, Us

• Developed and delivered operational projects to improve organization infrastructure; projects included Hipchat to Slack migration, cloud identity provider vendor selection and implementation, and DMARC implementation• Partnered with legal team to review over 65 new and existing vendors to ensure compliance• Outlined org-wide policies, including endpoint security standards, high-risk travel guide, BYOD policy, meeting recording policy, COVID preparedness, and user credential policies• Acted as a lead decisionmaker in security work groups to review and action on security events • Administered and configured all major internal systems essential to daily operations

Boston, Massachusetts, Us

• Managed network, VPN, endpoints, card access, conference rooms, technology inventory, local Windows server environment, and supported all internal technology services• Led vendor selection and managed outsourced MSP for delivery of dedicated projects• Analyzed incoming data to determine market trends and data validity• Automated reporting and processing by scripting with R SQL and VBA to increase efficiency and reduced data delay, resulting in 70% improved processing times

Waltham, Ma, Us

• Manage company technology including purchasing, hardware and software upgrades, teleconference systems, and the network• Administrate user systems such as Gmail and Slack• Create company-wide policy regarding technology use, anti-virus software, and security protocol• Use SQL, R, Excel, and other data science tools to query, track, and process data• Identify and diagnose abnormal data patterns and their causes• Understand telecom industry and maintain knowledge of changing technologies

Waltham, Ma, Us

• Respond to students and faculty with technology problems, both over the phone and in person• Manage customer service, including customers facing imminent deadlines• Maintain service standards through team work and group effort