Matthew Sample Email & Phone Number

Red Oak, TX, US

Houston, Texas

• Coordination of the day-to-day operations for the entire Organization, to include Service and Support, Project, and Installation teams as well as the Coordination of escalations and work efforts across.
• Managed Operations team’s day-to-day activities as they supported the customer base.
• Project Management for multiple Installation and upgrade activities.
• Escalation Management.
• Operations Coordination and Project Management to ensure… Show more Coordination of the day-to-day operations for the entire Organization, to include Service and Support, Project, and Installation teams as well as the.
• Operations Coordination and Project Management to ensure solution delivery and customer satisfaction.

• Provided expert level support for Avaya Call Center applications that run on Microsoft and Red Hat Linux operating systems. Worked with AT&T field staff and customers contacts who required assistance with engineering.
• As a PCC executive member, worked with multiple venders to plan and hold conference forums.
• Worked with multiple venders… Show more Provided expert level support for Avaya Call Center applications that run on Microsoft and Red Hat Linux operating systems. Worked with AT&T field staff and customers contacts.
• Worked with multiple venders, planning and delivering solutions to meet the needs of customers.
• Earned multiple Avaya and industry certifications.
• As a team lead, I dealt with customer escalations, while building processes to insure fast resolutions.

• As a Nortel Networks Certified Support Specialist, I worked to resolve customer escalations. Escalations dealt with a broad range of Meridian 1 products, including, but not limited to, SCCS, SWC, SECC, CCR/Link, MAX.
• Managed new pilot team of 30 engineers who were responsible for Williams Communications Services, focusing on addressing customer service and satisfaction enhancement.
• Improved customer satisfaction by 5% in only three… Show more As a Nortel Networks Certified Support Specialist, I worked to resolve customer escalations. Escalations dealt with a broad range of Meridian 1 products.
• Improved customer satisfaction by 5% in only three months.
• Trained and mentored peers on Nortel Networks Meridian Products.
• Instrumental in providing and coaching to peers in general management and time management. Show less

• CONTRIBUTIONS:
• Rebuilt cam driven handler on customer site using customer’s equipment. This was a major contribution in the fact that 4 other design engineers failed to do this and the hostile customer had spent over $5 million.
• On site Customer training on the operation and troubleshooting… Show more CONTRIBUTIONS:
• On site Customer training on the operation and troubleshooting of Semi conductor handlers.
• Acquiring “Buy Offs” from customers previously upset with the functionality of a $2 Million handler. Show less

Associate Of Science (A.S.), Automation Engineer Technology/Technician

Education record