Matthew E. Email and Phone Number

As a Technical Support Officer within a Managed Service Provider (MSP) environment, I am committed to delivering exceptional customer service and support to our clients.★ Delivering timely and efficient remote support to address a variety of technical challenges including those related to desktops, laptops, and mobile devices.★ Effectively handling support inquiries via a ticketing system, guaranteeing prompt issue resolution and maintaining transparent communication with… Show more As a Technical Support Officer within a Managed Service Provider (MSP) environment, I am committed to delivering exceptional customer service and support to our clients.★ Delivering timely and efficient remote support to address a variety of technical challenges including those related to desktops, laptops, and mobile devices.★ Effectively handling support inquiries via a ticketing system, guaranteeing prompt issue resolution and maintaining transparent communication with clients. Assessing and prioritize tickets according to their urgency and importance.★ Maintaining clear and thorough communication with clients, documenting all support requests, resolutions, and interactions.★ Managing user accounts through Active Directory.★ Assisting clients with Microsoft 365 applications, including Outlook, Word, Excel, and Teams.★ Resolving issues within Microsoft Exchange environments for clients.★ Microsoft Remote Desktop configuration, licensing, and troubleshooting for effective remote access.★ Troubleshooting network printing issues.★ Actively identifying and addressing technical problems with desktops, laptops, and mobile devices to guarantee that all client hardware operates effectively and aligns with business needs.★ Collaborating effectively with client IT departments and internal teams to tackle challenges, exchange knowledge. Show less

As part of a small team, we are responsible for the maintenance, updates, monitoring, and support of CT4's application products, including Cirrus 365 Backup and Canopy Tools (IoT Data Control). In this role, I work closely with the team to ensure the smooth and effective operation of these products.★ Working with Microsoft Azure's cloud computing platform on a daily basis. This includes but is not limited to using Azure DevOps, Azure Active Directory, Azure Monitor, Log Analytics… Show more As part of a small team, we are responsible for the maintenance, updates, monitoring, and support of CT4's application products, including Cirrus 365 Backup and Canopy Tools (IoT Data Control). In this role, I work closely with the team to ensure the smooth and effective operation of these products.★ Working with Microsoft Azure's cloud computing platform on a daily basis. This includes but is not limited to using Azure DevOps, Azure Active Directory, Azure Monitor, Log Analytics, Insights, Azure Storage, Azure Virtual Machines, Azure Resource Manager, Azure App Service, Azure Automation, and Azure Dashboards.★ Responsible for maintaining and using our Veeam Backup for Microsoft 365 software suite.★ Responsible for the upkeep and maintenance across our virtual machine network, as well as the upkeep and maintenance of our products. ★ Maintaining a high level of knowledge about the company's products and services, as well as relevant technologies, and participate in ongoing training and professional development to expand my technical knowledge and skills.★ Striving to maintain customer satisfaction by identifying and addressing their needs in a timely and effective manner.★ Proactively responding to priority incidents to find a resolution and have services restored in a timely manner.★ Identifying, troubleshooting, and reporting bugs with detailed information to our development team via Teams and the Jira ticketing system in a timely manner to ensure resolution.★ Maintaining ongoing communication and collaboration with product managers and development teams to evaluate and enhance our products and improve customer satisfaction.★ Writing comprehensive knowledge base documentation for external and internal use. Show less

As a technical support representative, I work closely with a small team to provide customer service, troubleshoot and resolve complex technical issues, and handle maintenance tasks.My responsibilities include but are not limited to:★ Providing technical support to customers via email, or other communication channels, and responding to customer inquiries and requests for assistance in a timely and professional manner.★ Utilizing ticketing system to document technical… Show more As a technical support representative, I work closely with a small team to provide customer service, troubleshoot and resolve complex technical issues, and handle maintenance tasks.My responsibilities include but are not limited to:★ Providing technical support to customers via email, or other communication channels, and responding to customer inquiries and requests for assistance in a timely and professional manner.★ Utilizing ticketing system to document technical issues in detail and provide long-term solutions, and I escalate complex or unresolved issues to higher levels of support as needed.★ Utilize tools such as SQL Server Management Studio (SSMS) to run queries and scripts for SQL databases.★ Using PowerShell and Excel to compare data and perform data analysis.★ Working with REST APIs and associated tools such as Postman and Swagger to test and troubleshoot technical issues.★ Communicate important issues and information to the team and contribute to the team's ongoing development, and document complicated technical issues with clear, step-by-step guides that are easy to understand for end users and colleagues. Show less

Working remotely in close collaboration with Operations and Product management teams to provide excellent customer service in the cyber security industry.★ Initial point of contact, to support internal and external stakeholders in helping determine, communicate, assess and resolve issues related, but not limited to, hardware, software, and peripherals in line with documentation procedures. ★ Initiating programs to diagnose problems. Utilizing a ticketing system for detailed… Show more Working remotely in close collaboration with Operations and Product management teams to provide excellent customer service in the cyber security industry.★ Initial point of contact, to support internal and external stakeholders in helping determine, communicate, assess and resolve issues related, but not limited to, hardware, software, and peripherals in line with documentation procedures. ★ Initiating programs to diagnose problems. Utilizing a ticketing system for detailed technical documentation to help provide long term solutions to problems. ★ Taking on board complex issues to analyse and then using various methods of contact to communicate them to escalate to level 2 and 3 support via ticketing systems, email and voice when necessary.★ Communicating important issues and information to a team and contributing to the continual development of the team.★ Monitoring of clients technology infrastructure proactively to help identify problems and help find resolutions. ★ Taking complicated technical issues and documenting them with a clear easy to understand step by step guide to help the end user/s. Show less