Matthew Lynch Email & Phone Number

Sanford, Nc, Us

Rochester, New York, United States

• Carried out scheduling, supervision and performance evaluation, job assignment, escalation management, and reporting and documentation for VP review. • Communicated across departments/teams to increase productivity, streamline workflow, and created comprehensive procedures to maximize efficiencies. • Worked in 365/24/7 call center which included monitoring alarms, queue management, investigative and repair work, split into teams of teams with unique duties and customer base. • Coordinated with internal teams and external vendors/LECs for fastest possible service restoration while providing continual notification to impacted individuals. • Prioritized urgent service issues while maintaining strict CPNI confidentiality. • Excelled in supervisory roles since 2018, managing and monitoring diverse teams of employees, domestic (including contractors) and foreign (India and Philippines).• Worked extensively with vendors, LECs, and field services to ensure proper programming and compatibility for replacement hardware on transport, data, and voice services.• Demonstrated professional etiquette and communication both written and oral.• Understood complexities and components of today’s business culture.• Produced relevant, understandable metrics regarding staff call handling, time adherence, customer satisfaction, and productivity.• Provided trouble resolution information including statistics, testing, and other technical data, formatted distinctly for internal or external communication.• Created complex process documentation and schematics for multiple procedures with numerous exceptions.• Acted as teacher skilled in hosting meetings, Q&A, and follow-up.• Carried out secondary duties including roundtable discussions, process improvement/creation, and beta-testing hardware and software for company-wide deployment.

Rochester, New York

Contracted for a network migration project that converted company-acquired hardware and associated records into the primary OSS database. After a successful first project, my contract was extended to include another venture.● Utilizing numerous forms of documentation, photographs, and schematics, I built circuit CLR/DLR records into the existing database with varying levels of complexity from DS0 to OC48 and metro fiber rings.● Collaborated with diverse organizational teams to gather requirements and implement technology changes, contributing to the accurate and timely completion of projects and system upgrades.● Determined equipment termination points, cross connects, and specifications, while purging retired equipment, circuits, and CLLI.● Operated within Central Office (CO) and co-location (COLO) to inspect hardware and connections, photographing needed circuits and associated tagging information for creation in the database.● Created EWO and ISR orders based on work scope requirements.

Rochester, New York Area

Sound Engineer working two productions and one rehearsal per week. Also dabbled in recording, lighting, camera operation, and computer graphics. This work included stage setup and breakdown, and equipment repair, maintenance, and inventory.

Rochester, New York Metropolitan Area

Performed duties required to ensure the efficient operation of a large retail pharmacy.● Supervised pharmacy staff in their assigned duties, filled a role based on daily schedule, and assisted as needed.● Trained new or transferred employees in POS operation, customer assistance, pulling and stocking drugs, time adherence including meal/break periods, inbound and outbound call handling, and database management.● Accountable for opening and closing the pharmacy, maintenance duties, scheduling and staffing exceptions, customer communications, and inventory management.● Interacted with customers at drop-off and pick-up locations, maintaining professional and pleasant demeanor.● Decoded prescriptions, authenticated information, and provisioned drugs in a timely manner.● Created comprehensive process documentation for all aspects of the operation.● Maintained knowledge of local, state, and federal drug laws.● Worked continuously with multiple insurance carriers, ensuring appropriate patient coverage, escalating as needed.● Preserved stringent confidentiality requirements and professional consideration.● Frequently recognized for outstanding customer service with many customers asking to work with me exclusively.

Rochester, New York

Business Administration And Management, General

High School