Matt Carleson Email & Phone Number

Remote

Working with direct reports to set individual goals and objectivesWorking with management team to support direct reports continued personal developmentWorking with management team to assist with performance support, feedback and conduct annual appraisalsFacilitating the onboarding of new support membersManaging team administration – expenses/holiday requestsControlling of the out-of-hours support team rota ensuring 24/7 coverage.Working collaboratively with other members of the regional and global support team.Facilitating teamwork, strong work ethics and customer centric culture.Overseeing first-line technical support for all regional and (24/7) customers.Resolving second- and third-line technical support tickets.Providing advanced technical and product training to customers and other Catapult Employees.Attending Weekly regional reporting of Service Level Agreements and other regional performance metrics.Creating guides and support literature to enhance the customer experience.Overseeing internal and external software releases providing feedback to the relevant product teams .Attending bi-weekly calls with the product teams and cascading relevant information.Identifying and delivering all product changes needed to ensure product stability.Overseeing bug resolutions are released to all affected customers.Creating documentation for new features prior to release.Participating in remote/onsite set-up and training customers.

Remote

Providing advanced user assistance to clients through phone, email or live chat.Providing assistance and all necessary coordination in the installation of client computer software products, the modification, and repair of hardware and the resolution of client technical problems.Retaining ownership of problems through to resolution to ensure a high level of user satisfaction.Recording details of all incoming support requests in line with company procedures ensuring accurate information is obtained.Providing documentation and information to build out internal and external knowledgebases.Assisting validation new software features, including getting hands-on with the technology out in the field.Following through with issues to have necessary documentation to escalate to product development staff.Assisting Product Support Technicians in their interactions with clients.

Remote

Providing basic user assistance to clients through phone, email or live chat.Providing assistance and all necessary coordination in the installation of client computer software products, the modification, and repair of hardware and the resolution of client technical problems.Retaining ownership of problems through to resolution to ensure a high level of user satisfaction.Recording details of all incoming support requests in line with company procedures ensuring accurate information is obtained.Documenting use cases and problem solutions.Helping validate new software features, including getting hands-on with the technology out in the field.

Worked with software solutions for MLB and NHL teams that provide scouting and day-of-game video and dataProvided technical support & oversight for Tier 1 and 2 urgent issues that Front-Line support were unable to resolveManaged Tier 3 and 4 issues, working closely with engineering, account management, and technical account management.Met with potential customers to demonstrate the productAssisted current customers online, over the phone, and in person for system implementation and setupWrote and improved documentation to create a broad support networkServed on the 24/7 and year-round customer support "On Call" rotationAssisted in software release planning and testingServed as Product Expert and fielded questions from other product and support staff

Hillsboro, Oregon

Managed video production and video processing for distribution to MLB and NHL teamsManaged 10-15 part time employees, including setting the work scheduleAssisted in quality assurance of data and video software before releasing to clientsAssisted in software release planning and testingProvided technical support to clients using live video capturing, data tagging, and video ingestion software under tight time constraints

Century High School

Worked with students who are traditionally underrepresented in higher educationTutored students in math, science, and englishHelped students develop better study habitsLed students to their own answers to further their understanding of material

Hillsboro, Oregon

Manage video production and video processing for distribution to MLB and NHL teamsProvide quality assurance for video being delivered to MLB/NHL teams for consumptionImproved operations workflow by automating procedures

Mcminnville, Oregon

Developed a positive living environment designed to foster educational and personal growthProvided clear avenues of communication to allow residents to seek help when neededMediated and resolved conflicts between roommates or residentsAssisted in the selection and training of new RA’sImplemented, demonstrated, and enforced all College and Housing policies

Mcminnville, Oregon

Assisted students with programming Physics systems in MatlabAssisted students with creating documents in LaTeX

Bachelor’S Degree, Engineering Physics/Applied Physics

Activities and Societies: Society of Physics StudentsSenior Undergrad thesis focused on hydrokinetic energy. Minor in mathematics

Education record