Matthew E. Email & Phone Number

Boston, Massachusetts, United States

Implemented approved systems and/or programs (software deployment, patches, bios updates, etc.)Managed user account access and maintained records though Active Directory.Maintain access to distribution lists through Microsoft Exchange and Active Directory.Imaged, installed and provided troubleshooting to end user computing equipment such as PC's, laptops, tablets, mobile devices, scanners, printersProvided on-boarding training to end users on applications and Windows 11 UI navigation.Assisted with the training of new interns on process and procedure.Provided remote and in person technical assistance to clients across the state of Massachusetts.

• Conducted product demonstrations for new and existing clients tailored to the labs technical and business requirements.• Managed on-boarding and training for new/existing labs while delivering exceptional support for legacy and cloud products.• Wrote, managed, and updated technical support, internal training, discovery documentation, and workflow documentation.• Gathered feedback from existing and prospective clients on desired changes through person.• Provided technical support training for new hires regarding lab support and on-boarding of new and legacy clients.• Performed QA on development team changes and replicated reported bugs to ensure optimal functionality and client satisfaction.• Coordinated multiple cross functional teams to address urgent productions issues, manage client communication, and scheduled production downtime to implement necessary changes. • Utilized support ticketing system to track client demand vs support team workload, to provide revenue forecasting for client on-boarding projects, and provide more accurate deadlines for the completion of projects.• Acted as a pivotal bridge between cross-functional teams, including product development and client/end-user groups, in a dynamic hybrid role encompassing team leadership, project management, and technical support

Nashville, Tennessee, United States

• Maintained and deployed Lenovo and HP supported hardware in a government department focused onMedicaid enrollment and eligibility• Managed an Abacus Law environment including client side support/installation, update management,and contacting vendor support• Provided client-side support for Interchange, Siebel, Rightfax, and Team Track applications

Nashville, Tennessee, United States

• Deployed, documented, and tested new desktop and thin-client devices for a hardware refresh• Recovered, documented, and packaged legacy hardware

Nashville, Tennessee, United States

• Planned major milestones and tracked progress of projects• Created and revised technical documentation for remote site support• Created and provisioned access for AD accounts• Responsible for configuring, installing, and providing initial support for clinical applications and anyrelevant hardware at newly acquired facilities• Assisted staff with ensuring functionality of applications on newly installed hardware, collaborating with3rd party vendors, and more experienced teams as necessary

Nashville, Tennessee, United States

• VDI and BYOD support• Image Optimization• Analyze information gathered for quick resolution, and document findings

Guam

• Conducted in person training for Access 2010 database management, Introduction to Microsoft Office2010, CompTIA A+, and CompTIA Security +• Effectively communicate complex concepts to students in a concise and professional manner