Matthew Harmel Email & Phone Number

Irvine, Ca

Santa Ana

Professional ExperienceStearns (Help Desk) – Santa Ana, CA September 2015 – Jan 2017Tier 1 IT Analyst• Retained an effective and efficient support call center: Inbound - Outbound Technical Support Calls, Managed Helpdesk Ticketing system & Dedicated Chat. • Resolved technical problems with Virtual Machines (Citrix) and other Windows based programs. • Remote support troubleshooting via Windows Remote Assistance and Bomgar. Walked through step by step over the phone when unable to remote assist.• Answering and resolving 25-40 calls a day while also working to resolve E-mail tickets during calls and/or between calls. Almost a non-stop working environment.• Office 365 Support and Management. • VOIP Phone & eFax support.• Complete Active Directory experience, including seeking approval up the chain when required to grant users access to certain groups or programs.• Created and migrated Personal & Shared Mailboxes after getting the appropriate approvals on names when needed. Email forwarding when someone is out of office or been terminated.• Experienced working from home in case of emergencies or weekend support handling the same responsibilities as in the office.• Install, modify and repair computer hardware and software. Maintain, repair and modify Citrix Virtual Machines. • Imaging hard drives and WYSE clients both thin clients and zero clients for company use• Print Server Management, restarting print spoolers, adding new printers to DHCP reservations and to the print server. Created Citrix policy groups to set users with that default printer and any access any others in their building.• Created Major incident tickets to gather like issue tickets in order to escalate to IT Operations or IT Engineering.• Managed and prioritized work activities to meet continuous deadlines which directly impact field operations.