Matthew Hicks Email & Phone Number

United States

Portland, Oregon Area

Hillsboro, Oregon

Portland, Or

Managed and resolved advanced technical support cases for Jive’s core product and add-ons using email, forums, WebEx and telephoneTroubleshooting/created REST API calls to Jive Software’s core productAssisted with LDAP, SSO and other integrations with core productFiled bugs using JIRA system and acted as a go-between for engineering and clientsTroubleshooting and performed maintenance on client hosted VMs and cloud instances including tailing logs for errors, looking through access logs using grep and zgrep, examining thread dumps/stack traces using IntelliJ, installing plugins (.jar files) and fix packs via scpCreated and ran SQL queries on Postgres databases and examined schemas and fine-tuned at times by re-indexing and other troubleshootingCreated reports using Salesforce for tracking case managementCreated instances using Vagrant for troubleshooting softwareExtensive use of CentOS VMs via ssh

Beaverton, Or

Created stored procedures, tasks/jobs for database maintenance, reporting, data analysis, database migration, real time reporting of sales agent KPIs, and production trendsUpdated and debugged existing PHP/JavaScript code for in house, sales interface softwareUpdated API used by in house software to transfer sales data to CRM databaseProvided software support for over 100 employees using JIRA Ticketing system, email and phone callsReported sales trends and product availability directly to the CEOPerformed data mining on over four years of call history with the CTO on multiple occasionsUsed Excel/LibreOffice to import/export data in .csv format from SQL and MySQL databasesUpdated MSSQL products tables based off of data imported from MySQL CRM databaseManaged Vocalcom Hermes Contact Center software for all inbound and outbound callsCreated internal sites for viewing sales/call data using PHP to show real time statuses and data in pivot tables

Beaverton, Or

Studied MSSQL & MySQL syntax and learned best practices for database creation and managementManaged multiple database objects to keep track of current and prospective clientsUtilized and created SQL queries and stored procedures to manage prospective clients and guarantee that our sales force could remain functioningAssisted with design and implementation of sales/shopping cart interface written in PHP using OOP and JavaScript that is capable of supporting more than 50 sales agents using Vocalcom dialing solution.Performed QA, debugging and testing for in house sales software and in house CRM systemScrubbed raw leads data in Excel using multiple functions including VLOOKUPMigrated over 11,000 client accounts into new, developed-in-house CRM software and provided CRM training to over 200 internal usersExtensive troubleshooting and technical support internally for all users of CRM software/sales interface

Beaverton, Or

Updated client websites using Wordpress templates, HTML and CSSExtensive use of Photoshop & CSS to create templates for Wordpress and edit existing client sites and images to help them achieve a professional online presenceCreated PS Actions to perform repetitive tasks and utilized Excel sheets and Google Docs to track job functions and projectsPerformed troubleshooting with clients to make sure email forms were working correctly as well as site visibility in multiple browsersCreated logos for clients when requestedAssisted with creation of process to provide domains to our clients via registrar and used CPanel UI to manage DNS settings and performed troubleshooting on any DNS errors for new clients

Beaverton, Or

Cleaned common and laundry areas daily.Provided light apartment maintenance and landscaping. Cleaned trash off grounds.Set up wired and wireless computer network for office and common area computer systems.Answered questions that residents had. Assisted with processing work orders.Collected and analyzed different bids from professional services for various projects.

Salem, Or

Providing phone/client support for County and State Elections Officials using our product.Filing trouble tickets for known software bugs, training and feedback using our Spirit Ticket System.Following up with clients daily via email or phone providing status updates of tickets, cases and providing technical support.Walking clients through election management processes using our software including registering voters, printing voter registration cards, scanning ballot results, creating jury pools for jury duty and other support.Our team successfully supported more than 14 States during the 2008 Presidential Election which was the largest election in our nation's history.Chosen to create a browser accessible "knowledge base" for our team and other co-workers using HTML, CSS, Wikia, Wordpress and Adobe Acrobat.

Salem, Or

Provided customers with World Class service, assistance and technical support.Earned three J.D. Power and Associates awards for Customer Satisfaction in the wireless industry and he is proud to be a part of those accomplishments.Explained billing and handset features to clients over the phone with the utmost professionalism and courtesy.Walked end-users through technical support with “smart-phones” and data devices and assisted with “syncing” their devices with their personal and business PC’s and laptops.Assisted with accessing the T-mobile website for billing and account information, maintenance and purchases.