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