Matthew C. Nolan Email & Phone Number

United States

San Francisco Bay Area

Diversified financial services holding company with more than 600 branches in the United States. Key accomplishments include:• Organizing, directing and administering the activities of the entire Service Desk staff (22 analysts). • Serve as the first point of escalation within the unit for real-time user assistance and support within IT.• Provide support for over 400 specialized Bank of the West applications.• Lead employee performance review process for direct team (7 Level II analysts) and secondary input for 15 Level I analysts.• Supervise staff to maintain Enterprise Licensing Agreements (ELAs) with clients by responding to routine inquiries from employees and/or applicable departments/branches related to IT.• Serve as a company liaison with technical support, vendors, and business units to ensure that Service Level Agreements (SLAs) are met. • Supervise immediate response for any business critical outage or other emergency with appropriate intervention, including reporting emergencies and other incidents to the appropriate manager.• Resolve escalated technical tasks and problems via proof of concept and/or product research.• Ensure adherence to IT Policies & Procedures, escalating non-compliance to Management, creating and executing action plans for becoming compliant and providing status updates to management.• Establish standards, processes and policies to be followed by the Service Desk supervised staff.

• Assessed client’s needs for: networks, documentation, software, etc. • Provided training from basic usage to relational database building.• Researched, wrote and executed planned solutions to meet customer’s budgets and requirements.

San Francisco Bay Area

World leading media & digital communications group whose brands include Carat, iProspect, Isobar, Posterscope & Vizeum.In this past role, Nolan was the Senior Desktop Administrator of Aegis Media North America's (AMNA) San Francisco office. At Aegis Nolan provided office-wide support for 160 employees, five different business divisions, in a mixed platform environment; while focusing on communication with all levels of employees, business technology integration and user training. Nolan was also part of a larger IT team of 16 IT technicians that supported 2,400 people covering 24 AMNA offices in the United States and Canada.Key accomplishments include: • Provided office-wide support for 160 users across 5 different business divisions, in a mixed platform environment, 8 office class printers, 9 conference rooms.• Responsible for office-wide ordering of IT supplies and systems from IT vendors. • Completed office-wide upgrade for all workstations to Windows 7.• Coordinated Blackberry Enterprise Server migrations for 8 offices (400+ users) with local IT staff and Messaging group. • Completed Active Directory cleanup project for all 24 North America and Canada offices, 33,000+ accounts. • Responsible for large volume of employee add/change/terms, 360 requests in 10 months.• Setup of CISCO VOIP phones 7937/7961/7960/7940.• Provided support for large number of Media applications.

San Francisco Bay Area

Pay-per-click (PPC) search advertising network complementing Google, Yahoo, and Bing serving advertisers’ keyword-based text ads on a targeted network of high quality publisher sites.Key accomplishments include: • Provided office-wide support for 70 users, 17 office class printers, 6 conference rooms.• Improved ticket response time from weekly to 24 hours. • Inventoried, solicited and sold over $70,000+ of excess/end-of-life IT equipment.• Office relocation project manager: printers, projectors, conference rooms, IT store room and moving vendors.• Led recycling project for decommissioned servers and IT equipment 50,000 lbs.• Designed, tested and created all PC images: Lenovo/IBM T42/T43/T60/T61/X200/T400/T410/S50/M52 sytems• Created documentation: Avaya VOIP Softphone, conference room teleconferencing system, new user welcome kit, etc.• Completed research projects: Office 2010 pro/con list, desktop encryption solutions and corporate imaging products.

San Francisco Bay Area

Provider of direct marketing, branding, public relations, interactive, advertising, and promotional communication services through its subsidiaries.Key accomplishments include: • Provided office-wide day-to-day support for 120 users, 50/50 Mac/PC, 8 office class printers, 2 production class printers, 2 wide-format printers, 11 conference rooms, 3 war rooms.• Responsible for agency-wide ordering of IT supplies and systems from IT vendors.• Managed cellular/Blackberry/wireless data cards: billing/purchasing/maintenance and support office-wide.• Responsible for employee account setup/termination, office security system, VOIP phone management and VPN accounts.• Created policies and procedures for IT and general staff.• Responsible for KBOX helpdesk system, routing of tickets, researching solutions and follow up as needed.• PC/Mac desktop/laptop management (XP, 10.4, 10.5), creation, testing and standardization of installations, data recovery and hardware repair.• Researched, wrote proposal and executed office-wide migration to new laptop standard, IBM T60, 20 systems.• Documented systems and processes, while meeting IT best policies guidelines.• Wrote and enforced policy entries for cell phones, Blackberries, drive mappings and file backup sections for new user IT handbook.• Managed backups as needed, Symantec Backup Exec for Windows Servers.• Coordinated and completed 84 internal office moves, 9/07.• Managed office-wide training by LearnIT for Office 2007, 75 users.• Obtained, managed, and directed personnel as needed, including outside vendors and contractors. • Maintained store room inventory list and asset tag information of capitalized items.• Recycled excess or out-dated IT hardware with building “green” recycling program.• Worked with IT Director to handle large agency meetings, large-scale software/hardware deployment and facilities build-outs.

San Francisco Bay Area

Provider of direct marketing, branding, public relations, interactive, advertising, and promotional communication services through its subsidiaries.Key accomplishments include:• Responsible for supporting newly formed Grey SF, 180 employees, in new building location, 9/2005.• Provided post move support for NY technology group for all network systems and VOIP phone system. • Researched, wrote proposal and executed office-wide migration to new desktop computer standard from legacy PC desktops, 35 systems.• Completed consolidation of all cell phone and Blackberry accounts from multiple carriers to one unified carrier, Verizon Wireless.

San Francisco Bay Area

Provided support for 3 locations in San Francisco and 5 different business unitsKey accomplishments include: • Worked with other IT managers in SF Grey offices to integrate 5 divisions (Grey WorldWide, Grey Direct, MediaCom, Beyond Interactive and GCI) and 3 offices to form Grey SF. 9/2005• Assisted in office wide migration of legacy Macs (603/604/G3/G4 systems) to G5s, 50 systems. • Migrated all PC users from WIN 2000 to WIN XP, 100 systems. • Responsible for all international and local cell phone research, deployment and support. • Provided 24x7 rotating support for 3 office locations, 5 different business divisions, for 180+ users in a mixed platform environment.

San Francisco Bay Area

Sole IT support person for this location, 110 workstations, mixed platforms.Key accomplishments include:• Transferred entire office to new location from One Market rented space while working with NY technology group.• Migrated all PC users from WIN 95/98/NT to WIN 2000, 60 systems.• Installed and maintained office backup system and off-site service.• Consolidated and transferred Xerox service contracts for acquired copiers/ color fiery printing systems.• Provided day-to-day and 24/7 support for office-wide IT needs including, Nortel phone system, network, workstations, printers/copiers, data recovery, hardware repair and maintenance.• Created and maintained hardware/software inventory for site licensing contracts and auditing purposes.

San Francisco Bay Area

Key accomplishments include:• Supported 75 users in a Macintosh and PC environment• Maintained Ethernet network, nightly backup• Trained employees on using: Filemaker Pro, Microsoft Office, Adobe Photoshop, Adobe Pagemaker, LAN • Prepared conference rooms for client meetings