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I am a senior IT professional with success in executing creative technical solutions to maintain and improve IT infrastructure, ensuring higher performance, maximum availability, and end-user satisfaction. Employers recognize me for my expertise in inspiring teams to consistently meet defined SLAs and deliver highest quality service. Throughout my career, I have been successful in overseeing timely and cost-effective implementation of IT projects, including hardware/software upgrades, network maintenance, and system deployment. I am skilled in developing SOPs, instruction sets, user documentations, and KBs to improve operational efficiency.My skills in leading strategic initiatives and implementing ITIL best practices to drive continuous process improvement, are second to none. I am a skilled troubleshooter with history of identifying and remediating overall hardware, software, and networking problems to ensure smooth flow of business-critical functions.To know more about me, feel free to connect with me or send me DM!
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Senior Telephony EngineerMolina Healthcare Feb 2024 - PresentLong Beach, California, Us -
Lead Operations EngineerWaterfield Technologies, Molina Healthcare Account Jun 2022 - Feb 2024Currently, I am overseeing and streamlining technical operations through leadership of a high-performing team of five operations engineers. It is worth mention that I improve processes for operational activities related to Genesys implementation for over 4000 agents. As a part of my duties, I manage major incidents while troubleshooting with vendors and communicating with senior executives. My responsibilities include executing CYARA pulse with 150 test cases consisting of configuring campaigns, reports, and dashboards. I also lead configuration of users, groups, permissions, divisions, policies, and evaluation forms within Genesys Pure cloud CX platform.Below are some shots of my key achievements:• Created reports in ServiceNow; managed reporting on SLA's and ensured engineers’ optimized performance.• Delivered detailed custom reports to executive management on weekly basis with customized rundown of observations.Troubleshot and fixed complex voice-related issues, ensuring improvement.• Improved workload visibility and optimized team effectiveness by managing ServiceNow dashboard and reporting configuration.• Administered major projects from inception to completion, such as Genesys automation for provisioning of users, managing GCBA client implementation.• Devised technical standards operating procedures (SOPs) and defined advanced processes/procedures supporting Genesys PureCloud CX platform, ensuring overall efficiency and effectiveness.
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Technology LeadInfosys Limited, Molina Healthcare Account May 2019 - Jun 2022Here, I was charged with streamlining telephony operations by leading top-performing team of 15 engineers, while ensuring process and performance improvement. It was me who ensured process improvement for optimization of incidents and requests. I delivered top-notch services as main point of contact supporting all executive meetings hosted with Telepresence, Webex, Microsoft Teams utilizing Pexip CVE.My Success in evidenced below:• Lead SME on all issues related to call recording on NICE Engage 6.15 platform.• Spearheaded major projects, such as enterprise rollouts of WebEx Meetings, Microsoft Teams with Direct Routing• Facilitated technical/non-technical teams in managing day-to-day activities by writing standards operating procedures (SOP) and knowledge base (KB) documentation providing technical guides.
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Telephony EngineerMolina Healthcare Sep 2011 - May 2019Long Beach, California, UsI was hired to design, install, and manage advanced Cisco-based voice and collaboration networks, optimizing engagements. I have configured, maintained, and troubleshot cloud-based WebEx collaboration suite "WebEx Meetings, Event Center, Jabber. Thrived as subject matter expert (SME) while fixing severe issues related to Unity Connection V 11.5, NICE call NICE NIM 4.1, and NICE Engage 6.15. I have conducted basic configurations of Active Directory environments (group policies, scripting, permissions) and server infrastructures.My Success Highlights are:• Bestowed with two Employee of the Month awards in June 2017 and August 2018.• Managed $1.5M enterprise conference rooms refresh project across the US while enhancing end-user experience.• Cut over six CUCM Clusters in multiple states all running UCM 6.1 to single UCS UCM Cluster running 8.6, as well as upgraded UCCE and migrated to new virtual environment.• Planned and steered the implementation of Cisco collaboration suite, including Cisco WebEx Connect and WebEx Meeting Center with SSO integration for over 3000 employees.• Supported Cisco Telepresence platform with over 300 endpoints with TMS, consisting of CTS 500, SX20, SX80, MX200G2, and MX300 G2; mastered solution within six months.
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Network And Telephony EngineerFirst Medical Managment Oct 2006 - Sep 2011In this position, I acted as a technical expert assisting with the oversight, organization, maintenance, and day-to-day operations of wireline, wireless, fulfillment, and recovery communications hardware and services to local and remote employees. I effectively administered over 300 Cisco VoIP phones and successfully deployed 100 new Cisco phones at multiple sites, including initial provisioning, activation, troubleshooting/ diagnosis of future issues, and replacement of devices. I also managed remote and local telecommunications inventory. My responsibilities also covered UCCX V. 5 script modification and Cisco Unity 5.0 support.• Identified ways to reduce costs by analyzing telecommunication bills; delivered $200K a year in savings• Resolved a wide variety of end user problems providing helpdesk support and handling issues with Prime Clinical UNIX system, MS Office, Quadramed Affinity, Cerner Etreby, Onbase, Citrix, Cerner EMR, GFI Fax maker, Blackberry Enterprise Server, FortiGate UTM, etc. -
Student WorkerItt Technical Institute Oct 2005 - Feb 2007Student Worker- Network Support Technician• Ensured that all 165 computer are operational• Maintained Server and networking components• Adding and modifying Users and Groups in Active Directory• Making and installing Cat5 cabling in conduits -
Mailroom SupervisorLos Angeles County District Attorney Oct 1999 - Oct 2003Mailroom Supervisor• Oversaw busy mailroom for entire department.• Handled all incoming/outgoing mail; posted and cleared mail for processing. • Supervised other employees to ensure all mail was expedited properly. Receptionist• Answered multiple phone lines and directed calls to the proper department.• Helped to provide quick and efficient answers and guidance to public inquiries.
Matthew Thacker Skills
Matthew Thacker Education Details
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Itt Technical Institute-TorranceComputer And Information Systems Security -
Itt Technical InstituteComputer Network Systems
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Southern New Hampshire UniversityGeneral
Frequently Asked Questions about Matthew Thacker
What company does Matthew Thacker work for?
Matthew Thacker works for Molina Healthcare
What is Matthew Thacker's role at the current company?
Matthew Thacker's current role is Senior Telephony Engineer.
What is Matthew Thacker's email address?
Matthew Thacker's email address is ma****@****sys.com
What is Matthew Thacker's direct phone number?
Matthew Thacker's direct phone number is +131050*****
What schools did Matthew Thacker attend?
Matthew Thacker attended Itt Technical Institute-Torrance, Itt Technical Institute, Southern New Hampshire University.
What skills is Matthew Thacker known for?
Matthew Thacker has skills like Active Directory, Troubleshooting, Cisco Technologies, Servers, Networking, Technical Support, Healthcare Information Technology, Voip, Help Desk Support, System Deployment, Cisco Call Manager, Integration.
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