Matthew Thacker Email & Phone Number

Long Beach, California, US

• Currently, 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.
• 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.

• Here, 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.
• 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.

Long Beach, California, US

• I 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.
• 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.

• In 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.
• 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.

• Student 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 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.

Bachelor'S Degree, Computer And Information Systems Security

Associate Of Arts - Aa, Computer Network Systems

Business Administration And Management, General