Matthew Evans Email & Phone Number

Renton, Wa, Us

Bellevue, Washington, United States

Bothell, Washington, United States

Contracted to Pfizer (formerly Seagen). Configured new user accounts and laptops according to specifications laid out by hiring managers, shipped equipment to users, coordinated reception of equipment and peripherals, contacted users to ensure a smooth, issue-free first login, providing a positive experience onboarding with the company. Managed multiple projects and project types simultaneously, adjusting for changes in workflow, processed a variety of different device types, applied… Show more Contracted to Pfizer (formerly Seagen). Configured new user accounts and laptops according to specifications laid out by hiring managers, shipped equipment to users, coordinated reception of equipment and peripherals, contacted users to ensure a smooth, issue-free first login, providing a positive experience onboarding with the company. Managed multiple projects and project types simultaneously, adjusting for changes in workflow, processed a variety of different device types, applied permissions in Azure Active Directory for users, coordinated with management to improve workflows and user experience across the whole company. Show less

Seattle, Washington, United States

Contracted to Amazon Prime Video organization, supplementing their Live Events team. Started out supporting 2 different livestreaming properties encompassing multiple events in a 24/7 operation, and have grown to support to over a dozen properties, including major sports leagues. Identified systemic issues with service and coordinated with multiple teams throughout the company to resolve issues and mitigate impact to customers before and during events. Assisted with creation and maintenance of… Show more Contracted to Amazon Prime Video organization, supplementing their Live Events team. Started out supporting 2 different livestreaming properties encompassing multiple events in a 24/7 operation, and have grown to support to over a dozen properties, including major sports leagues. Identified systemic issues with service and coordinated with multiple teams throughout the company to resolve issues and mitigate impact to customers before and during events. Assisted with creation and maintenance of knowledge base to ensure consistent procedures were established and followed to lead to swift issue resolution.Assisted with creation and establishment of new team managing multiple properties simultaneously via automated tracking and efficiencies established over coverage from establishment of original Live Events team. Identified, tracked, and resolved issues within the system for engineering teams to drive to resolution and ensure smooth delivery of services for customers. Show less

Contracted to Alaska Airlines to support their Account Administration Team. Worked in ARS Active Directory, Office 365, Mainframe, and a variety of proprietary programs to grant authorized access to employees and contractors so that they could perform their job functions in the internal network. Additionally gained proficiency in Windows 10, SCCM, and OneDrive in the course of duties.AccomplishmentsSuccessfully brought several backlogged requests up to date, administered… Show more Contracted to Alaska Airlines to support their Account Administration Team. Worked in ARS Active Directory, Office 365, Mainframe, and a variety of proprietary programs to grant authorized access to employees and contractors so that they could perform their job functions in the internal network. Additionally gained proficiency in Windows 10, SCCM, and OneDrive in the course of duties.AccomplishmentsSuccessfully brought several backlogged requests up to date, administered requests for VIPs to ensure timely access to sensitive materials, updated documentation for ease of use, and helped to oversee transfer of support to a dedicated outside team, providing training and existing as a contact point for escalation of higher level issues. Show less

Seattle, Wa

Prepared work orders and estimates, interface between customers and technicians, ensure proper check in of hardware, performed tasks to alleviate HQ workloadAccomplishments-Helped open and establish good business practices for new branch office-Managed office importing principles from HQ, some days doing so single handed.-Documented procedures and helped create templates to smooth out the learning curve for future representatives.-Created and managed multiple work orders… Show more Prepared work orders and estimates, interface between customers and technicians, ensure proper check in of hardware, performed tasks to alleviate HQ workloadAccomplishments-Helped open and establish good business practices for new branch office-Managed office importing principles from HQ, some days doing so single handed.-Documented procedures and helped create templates to smooth out the learning curve for future representatives.-Created and managed multiple work orders for high end companies. Show less

Helped customers navigate website, place and change orders via the phone, track packages, and respond to general inquiries about the company.Accomplishments• Quickly and efficiently provided customer service via phone and chat while maintaining an over 90% customer satisfaction rate.• Participated in Work at Home program, maintaining quality and equipment upkeep with minimal support. Maintained 100% Reliability and near 100% uptime compared to other Work at Home reps.• Took… Show more Helped customers navigate website, place and change orders via the phone, track packages, and respond to general inquiries about the company.Accomplishments• Quickly and efficiently provided customer service via phone and chat while maintaining an over 90% customer satisfaction rate.• Participated in Work at Home program, maintaining quality and equipment upkeep with minimal support. Maintained 100% Reliability and near 100% uptime compared to other Work at Home reps.• Took on escalation duties during the holiday season, provided outstanding service and advice to 1st tier specialists in need of assistance. Show less

Renton, Wa

Started as Driver, promoted to Shift Manager 1 month into position, learning the basics of management and how to run the store, including reconciliation of accounting and maintenance of equipment.Accomplishments• Set the bar for customer service at the store, earning numerous kudos for my work.• Ran Store with minimal assistance while Store Manager was on medical leave for several months.• Implemented strategies and initiatives that turned the store around from the low end… Show more Started as Driver, promoted to Shift Manager 1 month into position, learning the basics of management and how to run the store, including reconciliation of accounting and maintenance of equipment.Accomplishments• Set the bar for customer service at the store, earning numerous kudos for my work.• Ran Store with minimal assistance while Store Manager was on medical leave for several months.• Implemented strategies and initiatives that turned the store around from the low end of region into a top percentile performer. Lowered Labor Hours used by 20%, lowered ingredient waste by 15%, while raising target time percentage by 25% Show less

Bellevue, Wa

Brought on to work through large amount of insurance documents which needed to be entered into online systems, verified some information via phone.Accomplishments• Cut backlog of physical commercial insurance documents which required entry via computer.

Kirkland, Wa

Provided support for iPhone and Android Smartphones, emphasis on achieving first call resolution to avoid return of phone to retailerAccomplishments• Honed 1st Tier Customer Service skills while learning the basics of the Lotus Notes system and how to work within a regimented call script.

Bellevue, Wa

Hired from temporary position, Provided technical support for web-based forwarding service, shifting to proprietary VoIP service after several months. Promoted to Tier II Support after 1 year in Tier I, focusing almost exclusively on VoIP Service.AccomplishmentsTier 1• Transitioned to full time employment, quickly learned new proprietary systems as they implemented to assist customers• Achieved consistent superior grades of service through efficient use of resources, leading… Show more Hired from temporary position, Provided technical support for web-based forwarding service, shifting to proprietary VoIP service after several months. Promoted to Tier II Support after 1 year in Tier I, focusing almost exclusively on VoIP Service.AccomplishmentsTier 1• Transitioned to full time employment, quickly learned new proprietary systems as they implemented to assist customers• Achieved consistent superior grades of service through efficient use of resources, leading to promotion to Tier 2 Technical Support.Tier 2• Worked collaboratively with Tier I Support, the Network Operations Center, and Development Teams to identify and correct major issues between the hardware and the company’s proprietary software.• Helped create troubleshooting process for proprietary VoIP system sold by the company.• Self-Taught rudimentary IT skills to assist troubleshooting process and help customers optimize networks for best use. Show less

Accomplishments• Contracted as temporary Tier 1 Representative to AccessLine Communications. (See previous entry) • Performance exemplary enough that I was brought on as a full time employee.

General Studies

Activities and Societies: Drama- Chorus in the 2007 spring musical General Studies.

Creative Writing

Activities and Societies: Founding member of the Gaming Club Creative Writing