Matthew Belanger-Smith Email & Phone Number

Benton Harbor, Michigan

Coordinate day to day activities on the Whirlpool IoT Infrastructure. Lead prudent and extensive project documentation such as risk profiles, technology summaries, and issue tracking logs. Identify and implement improvements to infrastructure environment and department processes.

Benton Harbor, Michigan

Kalamazoo, Michigan Area

Responsible for the daily operations and management of AT&T’s cloud storage and government cloud solutions worldwide. Developed and launched additional add on services such as Remote Backup as a service, Disaster Recovery as a service, and file sync and share solutions. Facilitate productive discussions between the needs of non-technical management teams and highly technical engineers and architects, bringing projects from ideas to reality.- Monitored customer support issues and customer satisfaction surveys analyzing the data to increase performance of the service and reduce recurring defects. These efforts raised our customer satisfaction from 93% to 98% while reducing inbound call volumes and maximizing profit.- Championed the development of bots, software applications that run automated tasks, to complete routine monitoring, notify customers and service teams of outages, and provide timely reporting on the service without human intervention. This initiative reduced response times by half, reduced downtime by 30%, and lowered our inbound calls by 20% all leading to reduced operational costs and more efficiency.- Worked with customers to implement specialized functionality requests such as cross connects, IoT solutions, VPN integration, integration with proprietary software, and created private cloud solutions when security was of the utmost importance.

Greater Chicago Area

Customer relationship manager for the AT&T Physicians Portal responsible for application training, customer on-boarding, tier 2 support, process documentation, and vendor management.

Greater Chicago Area

Customer service, training, and sales demonstrations for the Amagine Physicians Portal, a unique tool developed by the AMA that empowers physicians and caregivers to access clinical decision making tools, reference guides, patient education tools, practice management resources, electronic prescribing, and electronic medical records.

Chicago, Il

Primary function of this position was to research and update information regarding physicians across the United States. Gatekeeper for the quality, accuracy and timeliness of data in addition to running frequent quality checks on system data.