Matthew Hoffmann Email & Phone Number

Rochester, Nh, Us

Rochester, New Hampshire

 Improve operational efficiency as well as the customer experience through upgrades to the telephone system provider’s interface and features. Analyze and investigate customer needs and gather information anticipate and capitalize on new technological development opportunities. Collaborate with third-party vendors to ensure quick resolution to any customer-impacting porting, provisioning and switch related events up to and including carrier outages. Leveraged strong working knowledge of cabling installation, fiber optics, and customer service to deliver exceptional technical assistance. Conducted telephony diagnostics on server data using integrated toolset to reduce MTR. Attained a 98 percent success rate by resolving service issues on the first contact.

Rochester, New Hampshire

 Managed all necessary equipment specifications as well as customer requests and necessary technical specifications. Delivered technical support for customers in the use of telecommunication equipment (home networking routers, Data modems, and MTAs) and assured adequate connectivity to the network (voice and data). Utilized advanced problem-solving techniques to arrive at the root cause and permanent corrective action for issues found during troubleshooting. Reduced the amount of recurrence by 95%. Decreased the number of home technician calls to resolve connection issues by 15% saving the company $250 per truck roll.

Dover Nh

 Oversaw and managed the work performance of DBAs and developers. Improved the IT budget margins for the best needs of the department to support the company. Established business continuity and disaster recovery plans to optimize project operations. Designed and employed policies and procedures for all stages of the database lifecycle. Formed and directed the security structure for the company’s computer network, the database warehouses, and physical office, delivering the company’s PCI-DSS compliance certification.  Created the data warehouse structure utilized for tracking account usage of the client’s customers.  Structured stored procedures to create monthly and ad-hoc reports for management and clients. Built the ETL solutions for many different data sources for all clients.

Master’S Degree, Information Technology And Design

Concentration in Information Security

Master’S Degree, Documentary Development And Production

Bachelor'S Degree, Broadcast Journalism Technology