Matthew Bishop Email & Phone Number

Chicago, IL, US

Greater Chicago Area

Columbia, South Carolina Area

Cayce, SC

Columbia, South Carolina Area

Columbia, South Carolina Area

• Sold hardware based solutions (surveillance cameras, alarm systems, fire alarms, access control) and maintenance based contracts to commercial and government customers.
• Work with customers to ensure compliance with all local and state ordinances.
• Generated packages, invoices, and quotes through Salesforce.com and Siebel.
• Proficiency with Salesforce and other customer management systems.

San Francisco Bay Area

• Voice and Data Center communications position focusing primarily on high end data center/wide area network infrastructure repair, installation and service.
• Understanding of Cisco Unified Computing platform as well as the configuration and servicing of components.
• Telco skills including Structured cabling, extending DEMARC’s of T1 and fiber optic connections.
• Knowledge of WAN and LAN infrastructure and router configuration.
• Accustomed to working and collaborating with customers’ IT departments to work towards expedient resolution of issues.

Greater New York City Area

• Assisted with logging inbound customer concerns via salesforce.com, and social media platforms such as Yelp, Facebook, Twitter, and The Better Business Bureau.
• Collaborated with Customer Experience team and other internal issue owners to aid in expeditious customer complaint resolution.
• Formulated an in-house method for analyzing and utilizing Yelp analytics to pre-determine potential customer satisfaction issues central to the re-development of Handy’s Yelp strategy.

Elmsford, NY

• Supported Field Service technicians with specialized product related issues.
• Reported upper management on technician and equipment performance.
• Supported sales, and internal departments for project related tasks that required technical input.
• Assisted with the development and patching of Diebold’s in-house software.

Albany, New York Area

• Deployed a workforce of 34 direct reporting field technicians to ensure service level agreements for systems and installations were met or exceeded.
• Additional responsibilities included: annual strategic planning, inventory and capital asset management, vendor relations, accurate customer invoicing, and commercial relationship management.
• Conducted technician performance reviews, salary reviews, and staff meetings.
• Balanced technician workload to ensure day-to-day operation, and project implementation deadlines are met and communicated.
• Proactively responded to customer issues often avoiding escalations and improving overall customer satisfaction.

Syracuse, New York Area

• Managed 28 field technicians’ day-to-day service operational issues, operating costs, and revenue growth of Diebold’s First Line business component in the state of New York
• Creatively solved unique manpower and infrastructure issues through Hurricane Sandy. Ensured critical banking and financial security remained intact.
• Conducted technician performance and salary reviews.
• Implemented and assisted with team recommendations for improvement of processes and problem resolution.

Toledo, Ohio Area

• Worked as level 2 technician for complicated calls and new/unknown equipment.
• Maintained, and repaired, Alarm, CCTV, ATM equipment, and high-speed currency counters down to core components and software.
• Maintained and installed Linux and Windows based workstations and servers.
• Maintained and installed in house bank networks and attached equipment.
• Knowledge of VPN setup and encryption methods.
• Knowledge of discrete component troubleshooting.