Matt Jurman Email & Phone Number

Remote

Remote

Troubleshooting hardware and software issues for clients.Prioritizing and scheduling problems with assistance from other members of the Resolution team.Handling specific inbound/outbound calls from clients and clients’ patients with troublesServing as primary point of contact to customers through a variety of channels including telephone (both inbound and outbound), email and on-line real time chat.Identifying, researching, resolving Tier I support tickets using support tools and processes.Documenting details of all calls and updating ticketing system.Diagnosing and helping fix computer related problems, including but not limited to problems related to malfunctioning Cameras and Microphones, Audio and Video Drivers, updating supported web browser and other computer subsystems and parts.Working with the IT Operations team members to resolve network problems caused by defective data or applications programs and communicate relevant issues to management.Familiarity with WebRTC structure and how it works.Checking workstations for viruses or other destructive behaviors.Tracking internal user support issues/needs, asset management, system updates and support trends through the use of Jira Ticketing system, MS Office tools, and other products.Accessing software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.

Albany, New York, United States

Answering IT phone calls and emails, exhibiting ability to communicate effectively using verbal and written skills.Logging and assigning IT service and support requests effectively using Manage Engine Service Desk ticketing system.Resolving level 2 ITS tickets.Providing additional support to agency personnel including password resets, distribution list maintenance, printer setup, and file access permissions additions.Creating and maintaining documentation to be used both within the department and for deployment to end-users.Providing backup support for the on-boarding of new employees and the provisioning of wireless cellphones.Identifying and suggesting areas for Service Desk process improvement and increased customer satisfaction.Providing hardware and software break/fix support for all agency desktops and laptops in Capital Region.

Schenectady, Ny

Reports to the Assistant Director of Learning Environments. Providing day-to-day office management of work orders for learning technology environment services and Tier I support of technologies within electronic classrooms and other Union facilities, as well as audio-visual (A/V) support for academic classes and special events. Providing a wide range of services and support needs for the campus community. On a limited basis, work hours arranged to meet needs, including evenings and weekends.

Schenectady, Ny

Providing support for over 250 computers campus-wide.Assisting with software installation, support, troubleshooting for Mac OS X and PC.Assisting with web/video conferencing software (Skype, Zoom).Audio/video setups for events, incl. microphones (Shure, Sennhesier), projectors (SHARP, NEC), screens, A/V mixers for large events.Experience with Crestron digital media systems.

Jericho, New York

Over VoIP, assisting customers with technical issues related to Internet and Cable Altice USA - Legacy Cablevision equipment.Scheduling service appointments through Legacy Cablevision software / databases.Conducting meaningful interactions with customers / corporate clientele in a timely manner.

Nyc

Content strategizing for client accounts. Copywriting material for company documents and client accounts. Designing monthly content calendars for company use.

Deer Park, Ny

Management of multiple webpages, including the creation and design of new webpages and company portfolios. Additional responsibilities with graphic design for newsletters and consumer reports.Experience working with Wordpress and Weebly.Management of company LinkedIn Sales Navigator.

Troy, Ny

Everyday management of multiple social media profiles for web application, RebateHero (Facebook, Twitter, Google+, Tumblr).Use of marketing strategies on social networks to increase brand awareness, including the implementation of graphic designs with certain "posts". Creation of blog posts for web application.

Albany, New York Area

Planning rehearsals and leading group efforts. Improving overall musicality. Delegating musical roles as needed.

Bachelor Of Arts (B.A.), Computer And Information Sciences

Activities and Societies: "The Earth Tones" all-male acappella (Musical Supervisor/Secretary), "The Sketchy Characters" sketch, stand-up.

High School Diploma

Activities and Societies: "Top Clef" Acappella (club founder/President), Chorus / Vocal Jazz / "Half Tones", New York All-State Vocal.