Matthew Hoye Email and Phone Number
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I currently hold an A+, Network+, HDI Support Center Manager and Lenovo Technician certifications. I also would like to obtain the ITIL, Cisco, and Microsoft CertificationsSpecialties: IT Customer Service. Service desk management. Hiring & on boarding, termination, offboarding, candidate screening, interviews, personnel management, team performance tracking and reporting, measurement against metricsHardware proficiencies: Corporate Apple iPad/iPhone deployment, administration and life cycle, Dell, Lenovo, HP, Plantronics, Jabra, Microsoft, LogitechSoftware proficiencies: Lotus Notes, Microsoft Office Suite, Microsoft operating systems through Windows 10, Norton ghost, tcp/ip, Active Directory, Cisco UCCX, Aspect Call center reporting, iTunesIn-depth Experience: Hands on technical support, physical IT equipment moves/shutdowns/relocations, telephone skills, iPad/iPhone support/rollout/troubleshooting, HP Service Manager, call center reporting
Cox Automotive Inc.
View- Website:
- coxautoinc.com
- Employees:
- 6330
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Field Support Technician IiCox Automotive Inc. May 2018 - PresentGreater Pittsburgh Area
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Global Service Desk Supervisor (For United States Steel)Pomeroy Sep 2017 - Nov 2017Pittsburgh, Pennsylvania● Responsible for 20 tier 1 and 2 agents● Controlled the daily run of the Global Service Desk supporting 10,000+ users, with an average of 8,000 user interactions monthly● Streamlined processes for agent performance tracking and reporting● Devised detailed reports on ticket escalation accuracy to streamline customer care ● Facilitated employee improvement plans -
North American Servicedesk Manager (For Bayer Corporation)Pomeroy Apr 2016 - Sep 2017Pittsburgh, Pa● Responsible for a team of 30 call-taking analysts supporting 12,000+ users; with an average of 9,000 user interactions monthly● Handled analyst on boarding/off boarding tasks including recruitment, interviewing, salary negotiation, terminations and more● Efficiently addressed employee personnel issues: i.e., attendance, discipline, medical/disability leave, employee advancement, and conflict resolution● Worked intimately with our client’s management to ensure our team’s optimal performance ● Assisted the team with technical tasks and questions
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North American Servicedesk Team Lead (For Bayer Corporation)Pomeroy Feb 2013 - Apr 2016Greater Pittsburgh Area● Responsible for 30 call-taking agents supporting 12,000+ users; with an average of 9,000 user interactions monthly● Tracked and reported widespread issues to maximize the efficiency of staff assignments● Assisted the team during high volume periods● Charted and trended team performance so as to identify areas of inconsistencies and generate improvement● Ensured that all new hire training processes and material were current ● Met with our client’s management regularly to foster continuity● Compared team stats against industry standards● Developed new processes for iPhone and iPad support to be performed by first level analysts, thus avoiding escalation
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Service Desk Analyst Ii (For Bayer Corporation)Pomeroy Jan 2008 - Jan 2013Greater Pittsburgh Area● Performed level 1 and 2 technical troubleshooting● Supported specialized applications as well as Microsoft programs and Windows environments ● Remote software distribution via LANDesk● Utilized in depth the HP Service Manager ticketing tool● Reviewed knowledge documentation for accuracy, and developed new documents as needed. ● Completed tasks that were unresolved at the 1st level● Handled portions of training for all new hires● Supplied comprehensive iPhone and iPad support● Served as a subject matter expert for IT Security issues that our team addressed● Won the 2010 ServiceDesk Analyst of the Year Award
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Community AdvisorPittsburgh Technical College Jul 2006 - Nov 2009● Communicated as an intermediary between students and housing department ● Provided emergency assistance to residents● Investigated complaints and enforced school and apartment complex rules for residents ● Assisted with move-in and move-out procedures● Interacted with students parents to address any concerns that were presented● Coordinated programming bi-monthly to build community service and awareness ● Conducted rounds of school sponsored apartment complexes -
Global Service Desk Cooridinator (For United States Steel Corporation)Electronic Data Systems Jan 2006 - Jan 2008Pittsburgh, Pennsylvania● Provided level 1 troubleshooting and support encompassing a wide variety of issues submitted via phone, email, and fax for all North American operations● Gained experience with applications such as Attachmate, Host On Demand, LANdesk remote control, Active Directory, HP Service Manager and numerous others ● Collaborated closely with the Network Operation Center to ensure system continuity● Served as a trainer for new agents -
It InternCentral Valley School District Jul 2005 - Oct 2005Monaca, Pa● Conducted hardware teardown and replacement of broken components and systems ● Provided faculty and staff with technical support ● Assisted with setup of new systems, system imaging and deployment● Addressed and processed a wide range of problem tickets submitted by faculty members
Matthew Hoye Skills
Matthew Hoye Education Details
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Information Technology And Network Administration
Frequently Asked Questions about Matthew Hoye
What company does Matthew Hoye work for?
Matthew Hoye works for Cox Automotive Inc.
What is Matthew Hoye's role at the current company?
Matthew Hoye's current role is Technical Analyst II at Cox Automotive Inc..
What is Matthew Hoye's email address?
Matthew Hoye's email address is ma****@****ail.com
What schools did Matthew Hoye attend?
Matthew Hoye attended Pittsburgh Technical College.
What are some of Matthew Hoye's interests?
Matthew Hoye has interest in Social Services.
What skills is Matthew Hoye known for?
Matthew Hoye has skills like Windows, Operating Systems, Lotus Notes, Computer Hardware, Microsoft Office, Technical Support, Iphone Support, Ipad, Public Speaking, Presenter, Dynamic Speaker, Hardware.
Who are Matthew Hoye's colleagues?
Matthew Hoye's colleagues are Gurpreet Khaira, Louden Yandow, Jason Deal, Erin Begnoche, Scott Gutekunst, Kyle Cooper, David Praytor.
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Matthew Hoye
Nashville, Tn4gmail.com, yahoo.com, aol.com, philips.com -
Matthew Hoye
Technical Support Level Two Professional At Cha Consulting, Inc. & Founder/President Board Of Directors For Sobriety Sounds IncRochester, Ny -
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