Matt Maxwell Email & Phone Number

Greater San Diego Area

San Diego, California

• Provides first level contact and convey resolutions to customer issues.• Follow up with customers, provide feedback and see problems through to resolution.• Provide excellent customer service skills while exceeding customers’ expectations.• Develop and create help desk procedures and services. Recommend modifications and improvements.• Participate in and adhere to all SoP's such as the PDS Incidents and Service Requests.• Utilize and maintain the help desk tracking software.• Document internal procedures.• Assist with onboarding of new users. • Install, test and configure new workstations, peripheral equipment and software.• Maintain inventory of all equipment, software and software licenses in fixed asset database.• Document all software problems in detail, and include supporting examples and documentation where applicable. • Answer user emergency issues after hours via phone as scheduled.• Report issues to the Systems Administrator Team for escalation.• Manage PC setup and deployment for new employees using standard hardware, images and Software.• Assign users and computers to proper groups in Active Directory.• Perform timely workstation hardware and software upgrades as required.• Able to continually pass background check requirements for working on and connecting to public safety information systems.

Greater San Diego Area

• Responsible for providing technical support to users in an efficient and accurate manner• Provide first level and second level contact and convey resolutions to customer issues• Properly escalate unresolved queries to the next level of support• Track, route and redirect problems to correct resources• Update customer data and produce activity reports• Walk customers through problem solving process• Follow up with customers, provide feedback and see problems through to resolution• Utilize excellent customer service skills and exceed customers’ expectations• Ensure proper recording, documentation and closure• Recommended procedure modifications and improvements• Preserve and grow knowledge of help desk procedures, products and services• Provide first level support for Point of Sales issues for Nixon retail stores• Properly escalate unresolved queries to the next level of support• Support Direct to Consumer group in uploading new SKU’s, creating promotions and assist in uploads and downloads of on-hand inventory during Physical Inventory counts• “Go-to” person for the entire company