Matthew Sieberg Email & Phone Number

Glen Carbon, Il, Us

Belleville, Illinois, United States

- Led data analysis efforts for the IT service desk and presented a thorough weekly analysis of service desk KPIs to IT stakeholders. Built new ad-hoc reports in Power BI that tracked ticket load, user satisfaction, and response rate.- Assisted business intelligence team in creating SQL code for transferring reports from Tableau to Power BI.- Collaborated with senior IT management on designing a formal ITIL-based problem management process within the global IT department. Led the implementation of this by utilizing administrative tools within the JIRA ticketing software and tracked problems within Power BI.

St Louis, Missouri, United States

- Supported internal employees with a wide variety of technical issues in a call center environment, utilizing hands-on experience with services such as Active Directory and Unix systems.- Automated ticket workflow with custom-made Python scripts, cutting down on time between tickets by 30%.- Exceeded metric goals with an average call time below 8 minutes, with a 99% satisfaction rate from over 200 customer surveys.- Collaborated with the IT documentation team by proposing updates and additions to our SharePoint database.

Edwardsville, Illinois, United States

- Established a strong foundation in work ethic by assisting customers in a professional and efficient manner, both in person and on the phone.- Worked with fellow associates on establishing job roles and maintaining a safe, clean retail environment.

St Charles, Missouri, United States

Aided in transporting and preparing packages in fast-paced warehouse environment; consistently placed in top 5 list of highest metrics in the department.