Matthew Guitard Email & Phone Number

Boca Raton, Florida, United States

Boca Raton, FL

• Managed and monitored 24K+ key infrastructure Cisco switches and routers for a leading global technology provider serving the financial services industry.Key Contribution:
• Proactively managed and monitored a large-scale, global, multi-vendor network infrastructure.

Boca Raton, FL

• Monitored and supported 1K+ critical infrastructure routers and switches for a global provider of information-based analytics and decision tools.Key Contribution:
• Proactively monitored and supported network stability to ensure 99.999% availability.

Boca Raton, FL

• Promoted to second level desktop technician on a team of 9 supporting 1K+ employees and 1K+ computers, including virtual machines. Received, serviced, and finalized 2K+ trouble tickets within minimal service time while.
• Assessed, diagnosed, and repaired system failures, effectively accelerating turnaround time by… Show more Promoted to second level desktop technician on a team of 9 supporting 1K+ employees and 1K+ computers, including.
• Assessed, diagnosed, and repaired system failures, effectively accelerating turnaround time by 40%.
• Helped implement a tiered company-wide installation of cloud storage client Microsoft OneDrive across national offices with minimal impact to daily operations.
• Provided low-level hardware replacement utilizing components from unusable equipment and recycled remaining parts, bringing inventory waste management to almost 0%. Show less

Boca Raton, FL

• Hired as first level help desk analyst on a team of 6 supporting a wide variety of standard and non-standard applications. Created, repaired, and escalated 3K+ trouble tickets within minimal service time while.
• Achieved exemplary customer satisfaction scores, consistently scoring between 95% and 100% while exceeding first… Show more Hired as first level help desk analyst on a team of 6 supporting a wide variety of standard.
• Achieved exemplary customer satisfaction scores, consistently scoring between 95% and 100% while exceeding first call resolution (FCR) goals.
• Led team meetings to alert management of recurring problems, resulting in a 30% decrease of service-level agreement (SLA) breaches.
• Maintained 100% accuracy of documentation for calls taken, assistance given, and work orders placed.
• Wrote documentation for new procedures and issues, increasing colleague and user knowledge while reducing overall call volume. Show less

Boca Raton, FL

• Joined managed services team to provide business continuity, risk management, and support for key technology initiatives. Improved, updated, and managed procedures; analyzed product success; ensured timely delivery of.
• Helped rebuild network infrastructure for a small business.
• Created blog postings on company website about protecting important data.