Matthew Potter Email & Phone Number

Kansas City Metropolitan Area

Onsite IT and system administration for surgical centers

Focused on value-add projects to provide additional content and knowledge for support team, and handled escalated and difficult issues in addition to the duties of a standard technician for a global Fortune 500 company. • Served as the primary external review board member for the iTeam department's monthly video production release schedule to ensure consistent, business-level quality in self-help videos which reduced the volume of support contacts to the service desk. • Handled escalated, difficult, and sensitive service desk tickets with high levels of customer satisfaction. • Produced audio and video presentation and training material for other departments by request. • Generated presentation materials and business communications for leadership to use in team meetings and departmental advisement emails. • Received IQVIA Impact Ovation Award in recognition of excellence as endorsed by 3 levels of management. • Won the IQVIA Generative AI Hackathon, as a team member, resulting in the design and production of a 4-part project which was deployed to reduce live support call duration.

Provided phone, email, and chat-based technical support to global internal employees and external users. • Supported a wide range of software and hardware including Windows, MacOS, iOS, iPadOS, Android, and Linux systems, as well as locally installed and web-based software platforms. • Provided account administration services for multiple systems including Microsoft Active Directory, application-specific, and mainframe platforms. • Entrusted with full, unsupervised edit and creation access to maintain and actively expand a knowledge base (KB) of known solutions used by support technicians and other departments. • Documented all support interactions in an advanced ticketing system to ensure quality of support and provide detailed issue tracking. • Maintained a team-leading standard of excellence in QA reviews and end-user surveys and emails. • Served as an alternate and research resource for the eTeam (electronic contact queue) for the distribution or rerouting of tickets to support agents or to appropriate departments. • Trained and informally coached all technicians in existing and new processes and expectations. • Resolved disparities between team capabilities and training by working directly with QA as Team Lead in an international collaboration to redesign the training program used in all 3 global support departments. • Created audio and video training content for departmental and company-wide distribution. • Presented the weekly live New Hire IT Orientation for all new IQVIA employees across 2 global regions. • Received IQVIA Impact Award twice in recognition of excellence by management.

Researched and defined calculation and software changes for a workbook used by major insurance companies. • Audited software change requests from other team members to ensure accuracy. • Resolved escalated product issues. • Ensured current and up-to-date processes in software product settlement calculations. • Developed new quality control processes in software development to reduce update testing time by 50%. • Researched statutory support for vehicle registration calculations in every state which was provided to clients for use as legal backing, by request. • Developed new calculations and workflow for software enhancements. • Expanded the scope of coverage for the Total Loss Workbook product as the product’s capability grew. • Generated the presentation video with voice-over for the new software product “BOT” which was awarded the New Product Award and Global Media Award at the 2019 SEMA trade show.

Provided support for company software products. • Resolved proprietary software configuration issues. • Connected remotely to customer computers to resolve issues. • Accurately maintained customer account information and contact notes in an advanced ticketing system.

Supervised Help Desk Technicians in a leadership role. • Actively guided and coached in-call support for all Help Desk Technicians. • Resolved escalated trouble tickets for complex, confusing, or otherwise sensitive customer contacts. • Trained and coached new employees in support procedures and call management techniques. • Served a supplemental role as a Sales Associate developing new sales leads and promoting ISPN products.

Performed phone-based technical support for many assorted Internet Service Providers (ISPs) across a wide scope of coverage and offerings according to individual client requirements. • Diagnosed and troubleshot LAN and WAN network connectivity for residential and business customers. • Trained and coached new employees in support procedures and call management techniques. • Maintained security and representation protocols for 100+ separate clients per individualized criteria. • Maintained customer records and call documentation in multiple advanced ticket tracking systems. • Diagnosed and repaired DSL, cable, fixed wireless, fiber optic, dial-up, and cellular internet connections. • Troubleshot digital TV service, relevant internet connectivity, and any related software. • Created, setup, and administered email accounts and email client software. • Offered full support for several tablet computer brands. • Responded to voicemail messages requesting support as an additionally assigned duty. • Answered and forwarded after-hours Customer Service inquiries.