Matthew Peel Email & Phone Number

Chattanooga, Tn, Us

Chattanooga, Tennessee, United States

● Training & assisting tier 1 techs on all subjects● Handling critical issues that have been escalated up.● Traveling to schools to assist implementatoin team in installations and troubleshooting.● Pulling error logs from servers to troubleshoot local & Web based apps.● Installation of WebApps on Windows Servers & configuration using IIS.● Configuring WebApps with various SSO configurations as required by clients.● Installation of SQL Server & Migration of SQL Server Databases.● Troubleshooting SQL Server Database errors.

Chattanooga, Tennessee, United States

● Assisting & training 100+ schools on ID card management.● Utilizing Salesforce for ticket & client access management.● Troubleshooting access control, POS, Credit card readers, WebAppinstallations, ID software & printers, & various mobile devices & apps.● Assisting clients in creating a comma delimited file to upload data.● Creation of documentation to assist both clients & techs.● Install wired & wireless door readers, wireless hubs & door controllers.● Creation of access rules, meal plans & providing clients access to systems.

Remote Worker

● Providing advanced troubleshooting of technical issues over the phone and via ServiceNow chat● Utilizing ServiceNow to document tickets and escalations as needed● Providing support for Office 365 issues after deployment● Account assistance via Active Directory● Assisting end users with network connectivity issues● Resolving Citrix issues via Citrix XenApp Management Console● Assisting users with virtual machines on VMware Horizon View● Supporting iPhones and iPads with Airwatch● Troubleshooting issues with macOS machines● Utilizing Cisco Unity Connection Administrator to assist users with their desk phones and voicemail boxes● Supporting print release printers via Lexmark Print Management● Sorting through all tickets submitted every week. Comparing numbers of similar issues to previous weeks to analyze if we have any new trends. Reporting all information found to the IT Manager● Assisting Management by listening to call recordings for VIP tickets to help ensure they are handled as professionally and efficiently as possible.● Addressing any training issues that I come across while listening to the calls● Providing technical support through the ServiceNow Service Desk chat feature to multiple users at a time● Training other techs and assisting them to resolve issues via Skype for Business and face to face communication● Troubleshooting VPN issues and utilizing RSA Adaptive Authentication to resolve issues

Dallas, Texas

● Replacing failed hardware in laptops and desktops● Train all techs on how to resolve various software and hardware issues at hotels● Composing detailed instructions to assist the next tech in resolving an issue or to provide easy to follow directions for a new software setup.● Creating/Removing accounts and resetting voicemail passwords with NEC Univerge UM4730● Restoring emails and documents from backup● Recovering data from deleted files, damaged hard drives and cryptolocker viruses● Imaging, configuring and setting up desktops and laptops for new users● Resolving various Citrix issues with Citrix Access Management Console● Utilizing PRTG Network Monitor to monitor all servers and properties to make sure they are up and functioning properly.● Utilizing Symantec Endpoint Protection and Sophos to minimize and resolve intrusions.● Provide telephone and email support to users including advice and solutions to problems and questions● Imaging all new laptop and desktop computers for new users at 96 different hotels● Recovering and transferring data off failing or failed hard drives● Maintain and troubleshoot desktop computers and peripherals● Removal of any malware, adware and viruses on the computer and repair any corruption caused by these infections● Resolution of any VPN issues● Keep track of incoming issues and resolutions by recording ticket information● Support Desktop OS, hardware, peripherals and network access● Provide superior customer service to all employees● Support of all Remington Hotel applications● Efficiently managing Active Directory groups and users● Providing Citrix XenApp support to all users

Chattanooga, Tennessee Area

• Expertly assisting employees and members with all technical questions and issues. • Utilizing Ulysses Learning Service Mentor training to provide a pleasant customer experience.• Ticket escalation through HP Service Manager in accordance with ITIL standards• Troubleshooting and providing assistance with Windows 7, mobile devices, MS Office Suite, Printer, VPN, Facets, BlueAccess, Sailpoint and numerous other BlueCross applications.• Extensive knowledge of XenApp and XenDesktop• Writing detailed solutions and submitting them as knowledgebase articles in HPSM• Administration of users, programs and devices using: Active Directory, Citrix Desktop Director, Citrix Access Management Console v3.0, Citrix AppCenter v6.0, Good Mobile Control, Safenet, Cisco Unity Connection Administration, Nortel Networks Integrated Conference Bridge• Assisting other Service Desk employees with technical issues.• Completed and received a certificate for passing Ulysses Service Mentor training

Chattanooga, Tennessee Area

• Fielding technical questions from TVA’s 10,000 employees in a professional manner• Distributing tickets to proper IS department staff per ITIL standards• Troubleshooting Windows XP/7, MS Office, VPN, Printers, Web Apps, Polycom, XenApp, XenDesktop, Airwatch, Good for Enterprise, Exchange, Maximo, Symantec Enterprise Vault, AutoCAD, SEL 5030, Sharepoint, IronKey, Blackberry, Android and iOS• Administration of users, programs and devices using: Active Directory, Airwatch MDM, RSA Security Console, Blackberry Administration Service, Citrix Desktop Director, Citrix Access Management Console v3.0, Citrix AppCenter v6.0 and Enterprise Security Station • Outlook – Creating profiles, migrating .pst files and repair corrupt .pst’s.• Utilizing HP Service Desk and HP IT Service Management to document issues• Utilizing Bomgar to remote into machines and Bomgar chat to resolve user’s issues through a chat interface• Granting Local Admin rights to approved users• Writing detailed solutions that were published to both techs and end users• Utilizing Active Directory to reset passwords, move computers and users to proper groups, unlock users and to view other important information relevant to the job

Home

• Upgrading operating systems from 98 to XP, XP to 7 and 7 to 8.• Extensive Windows 7 troubleshooting experience• Troubleshooting PC’s, laptops, tablets and smart phones.• Building custom workstations• Upgrading hardware• Performance optimization of Microsoft Windows• Setting up iPads to be used by students at a high school• Virtualization with Hyper-V• Data recovery• Securing computers with BitLocker Drive Encryption• Microsoft Windows backup and restore (Windows Easy Transfer, NT backup)

Collegedale, Tennessee

• System Migration: Windows 98 to XP 100+ computers, Windows XP to 7 100+ computers• Data migration• Data entry• Setting up workstations, installing and updating operating systems/applications• Running Ethernet cables, using network tools to test and verify connections.• Port mapping• Collecting and documenting inventory• Microsoft Office applications• RFID management software Administration

Computer Science

Activities and Societies: Computer Club

High School

Activities and Societies: Opus(Choir)