Matthew Litton Email & Phone Number

Jacksonville, Nc, Us

Remote

RingCentral, Inc. is an American publicly traded provider of cloud-based communications and collaboration solutions for businesses. As an Contact Center Engineer, I provide technical configuration for IVR specific to InContact Studio programming and consulting, I work with the customer to collaboratively design and develop an IVR solution fit for their business requirements.

Tumwater, Washington, United States

Greater Salt Lake City Area & Remote

Transformational Leader. Blending empathy, technical expertise, and passion of helping individuals and teams come together for a common goal. I lead off every day with the question "How can we challenge the status quo and deliver on our promises today?"Ensured the overall efficiencies, support, and solutions for business partners and external vendors. Managed both day and swing-shift IT Service Desk teams who provide global 20x6 technical support to over 4000 employees spread geographically across approximately 200 locations. • Efficiently managed incident and problem resolution over phone, email, remote support via RDP, TeamViewer, & Bomgar, for various business applications on a range of operating systems from Windows XP through Windows 10, on predominantly Dell and HP desktop/laptop computers, IOS and Android based mobile devices, VPN utilizing Cisco Anyconnect and Citrix, and other general IT related tasks.• Maintained the up-time and performance of end user computing at or above 98% with an average time-to-resolution 10% above of industry standard service levels.• Led the global team in accurately documenting problems and resolutions in a timely manner in both in-house generated and Cherwell service management tools, maintaining appropriate documentation of standards and operating procedures. • Developed the Service Catalogue, end-user knowledge management and self-service as related to IT Service Delivery using Sharepoint and Cherwell ITSM platform.• Consistently monitored Key Performance Indicators (KPI) using reports generated from Cisco Historical reporting as well as Cherwell ITSM ticketing system raw data to evaluate and course correct where needed to ensure efficient and effective achievement of support aligned business objectives.

Salt Lake City, Ut

Supervised employees who received calls from customers or potential customers. Responsible for the daily activity of call center policies and procedures. Ensured quotas for service volume, level and timeliness were met. Oversaw personnel actions and most day to day operations of the group.

Currently Enrolled, Business Administration And Management, General

Humanities/ Communications / Computer Science