Matt Upson Email & Phone Number

Palo Alto, Ca

• Perform duties as the first line of response to requests for various hardware, software, peripheral, and networking technical assistance; escalated more complex problems to appropriate tier 2 and/or tier 3 support teams.• Install, upgrade, configure, and performe troubleshooting of computing and communication devices and peripherals.• Coordinate hardware and software purchases.• Perform, schedule, and monitor system alerts, work queues, backups, and recovery activities.• Apply security best practices, including encryption of all computer and communication devices.• Gather asset inventory and software license information.• Ensure users are assigned appropriate resources.

South San Francisco, Ca

• Project coordinator to create an on-campus walk-up technical support bar to assist customers 1:1 with computer issues and questions.• Provide support for offsite meetings, including the Genentech National Sales Meeting (NSM), supporting over 5,000 sales representatives at the event’s “Learning Lounge”.• Onsite and remote technical support for the following computer and mobile platforms: Macintosh, Windows, cellular devices and iOS devices. • Provide 1:1 support via onsite visits with customers. Re-image computers and coordinate with users prior to conversion from PC to Mac platforms.• Provision and de-provision user Active Directory accounts, and for specific GMP and non-GMP applications, assuring compliance with FDA mandated guidelines.• Provide multiple training sessions for new hire classes regarding SAP user accounts, how they are provisioned, and how to assist users in acquiring rights to roles needed to process SAP transactions required for their position.• Provide support for multiple enterprise applications including: Google Apps (Mail, Calendar, Drive, Sites); MS Office 2010/2011 for PC/Mac as well as department-specific specialized applications. • Provide support for remote users who work at home, travel, or work from a remote office. • Process and manage the classification, assignment, tracking, and completion of service requests using Remedy software.• Create, review, and modify knowledgebase articles to ensure up-to-date content and readability.

South San Francisco, Ca

• Technical support to home office and field sales staff. Setup, install, configure, upgrade and troubleshoot hardware and software for new/existing desktop and laptop computers.• Provided logistics and technical support for the rollout of new hardware/software to over 100 remote field sales staff. • Created laptop upgrade and imaging procedures, mapped to phased rollout schedule, to successfully meet 3-day window for data and email migration to new laptops, and to configure and test VPN connectivity. • Conducted new-hire orientation for home office new hires; provided training and logistics support to Sales Administrator for new-hire orientation of remote field sales staff.

San Francisco, Ca

• Single point of contact for end-users during period of exceptional growth of company (10+ new hires per week); partnered with Human Resources department to forecast computer hardware and software requirements for new hires. • VPN technical support contact for field sales staff.• Assisted network and operations managers to move company network to new office space, creating Active Directory and Exchange email accounts, and installation of network-based telephone system software.