Matthew H. Email and Phone Number

Primary IT representative for 30+ clients, including nonprofit organizations, insurance agencies, physicians' offices, construction companies, accounting firms, supplier/retailers, and other small businesses.

• Built and maintained online solutions for employee benefits enrollment clients with 1000-5000 employees• Participated in and led weekly conference calls with consultants, clients, and insurance carriers• Maintained client/carrier file inventory databases, managed discrepancy reports and completed out-of-scope client projects as necessary• As primary client contact and advisor, successfully guided 2500-employee company through 2016 benefits open enrollment period• Acted as secondary analyst on new client implementation of benefits enrollment portal and carrier file feeds for 2000+ employees; also acted as backup analyst for client with 10000+ employees during open enrollment period• Implemented client complexity measurement research project to improve department workload, efficiency, and client satisfaction• Member of Technology Advisory Committee for Iowa City branch

• Provided internal administrative and technical support for distributed scoring projects, including a wide variety of state, national and international assessments• Set up scorer access for distributed scoring websites, tools, and internal operating systems, and sent out required project e-mails and communications in a timely manner• Collected scoring reporting data from internal databases for use in quality analysis. Formatted analysis output for daily reporting e-mails (internal and customer-facing) multiple times per day• Updated hiring records with relevant administrative and analytical data according to project standards• Responded independently to routine inquiries from other departments and provided accurate documentation of incidents and processes. Promptly informed management and escalated incidents as necessary• Performed various file retrievals from archived storage in preparation for project setup and collected final reporting data as requested at project termination• Transcribed test responses to relevant formats and edited scanned response images in accordance with project standards• Worked in cooperation with human resources, product support, process support, content and general support departments to ensure that scoring quality and project management standards were being met

• Assisted with multiple social-psychological studies in support of theory-driven research on group processes• Ran experimental sessions with voluntary research participants. Collected and recorded data according to established research protocols.• Received IRB certification in human subjects research (2011)• Assisted in experiment design and revision. Introduced a new and highly-intuitive method for writing experimental protocol based on previous experience in process documentation• Transcribed and entered research data into databases for statistical analysis• Attended and participated in weekly laboratory meetings with fellow undergraduate research assistants and graduate student facilitators

• Sole writer and performer, co-engineer and co-producer on "Highland Park" (full-length debut album, 2006). Recorded majority of album in home studio.• Sole writer and non-percussion performer, co-engineer on "A Preview of What Lies Behind Us" (EP, 2009). Demoed/scratch-tracked album in home studio, moved to CMB Music Studio (Cedar Falls, IA) for main recording sessions.

• Initial contact point for customers at Geek Squad precinct. Performed initial check-in diagnostics and offered correct, "best-possible" services and solutions for customers' technology woes and needs• Responsible for performing New PC setup services, data transfers and maintaining 40% pre-setup mix of new computers; check-in, packaging and shipment of service items, as well as maintaining open lines of communication with customers regarding the status of their service items• Assisted Counter Intelligence Agents with in-store Old PC service work (diagnostics, software and hardware repairs)• Worked as a "hand-to" Agent on PC-Home Office sales floor to build greater brand awareness and improve services attachment on sales

• Leadership position in Customer Assistant department (ranked directly under department supervisor)• Responsible for floor leadership, driving overall customer experience, implementing training and performance management for department employees, and long-term department planning• Implemented a Sales Operator performance plan that brought SO team to the top of district rankings (Q1, 2010)• Continued day-to-day duties of a Customer Assistant/Sales Operator• Employee of the Quarter, FY 2009, Q3; Department All-Star, FY2010, Q1.

• Utilized general knowledge of all store departments to be able to rapidly assist customers in situations where no department representative was available• Provided first line of customer support over the phone to cut down on call-in wait times and allow floor staffing to focus on customers in store; able to fill in any department or participate in any store-wide tasking• Member of a department responsible for 15-20% of total store revenue, through sales and assistance in multiple departments on a daily basis (average store weekday budget of $100,000; $120,000 - 180,000 on the weekends)

• Provided customers with complete and correct technology solutions for their lifestyles• Responsible for meeting average daily sales budget of $16,000 ($25,000+ on weekends)• Served as first line of technical support face-to-face or over the phone• Coordinated with Geek Squad service department and other store departments to provide customers with the necessary products and services• Maintained in-stock and customer-ordered inventory between stores

• Responsible for collecting raw data and reports from assessment test scoring and running it through a variety of analysis programs• Provided scorer quality control by using report data to isolate and resolve issues in coordination with scoring content department• Supervised general representatives and answered general technical call overflow

• Provided first level of over-the-phone or e-mail technical support to outsourced remote scorers