Matthew Surber Email & Phone Number

Dallas, TX, US

Irvine, California, US

Nashville, Tennessee, US

• Diagnose, troubleshoot and resolve a wide range of software, hardware and network issues Provide technical support for over 1000 number of diverse users nationally
• Handle an average of 150 calls per day
• Resolve 90% of calls within company's 8-minute requirement
• Prioritize and escalate issues where required
• Install, configure and modify hardware and software to ensure optimal performance
• Plan and lead training sessions for new and existing users

• Responsible for rollout of approximately 300 new Windows 10 machines from custom image
• Provided tier-I and tier-2 support and resolved tickets regarding server, desktop, printer, phone and office equipment issues for 850+ onsite and remote end users
• Provided tier-1 support and resolved tickets regarding EPIC Patient Support Programs
• Provided support on Windows Surfaces, Apple IPad and IPhone, Android Tablets and phones, including but not limited to re-imaging, setting up user accounts, assigning administration privileges, and deployement.
• Served as initial point of contact for customer inquiries, solved technical issues and escalated issues to appropriate support personnel
• Provide timely support for hardware, software and network-related issues, responding to and solving ~70 weekly tickets

Hanover, MD, US

• Diagnose, troubleshoot and resolve a wide range of software, hardware and network issues Provide technical support for over 1000 number of diverse users nationally
• Handle an average of 125 calls per day
• Resolve 90% of calls within company's 7-minute requirement
• Prioritize and escalate issues where required
• Install, configure and modify hardware and software to ensure optimal performance
• Plan and lead training sessions for new and existing users

Austin, TX, US

 Repaired Dell Latitude, XPS, Inspiron, Chromebook, Alienware, Repaired and replaced Dell servers R200, T300, R300, M600  Repaired and replaced Dell R440, T440, R540, C6420 Onsite technician for Dell/Unisys Corporation. Procure laptops / desktops / printers Build / manage computer images; Mac OS and Windows Encrypt laptops / desktops Deploy patches.