Quinait Mathieu Email & Phone Number

Irvine, California, US

Menlo Park, CA, US

• Troubleshoot or escalate issues as appropriate, in a timely manner ensuring clear and effective communication throughout the cycle of support, providing end-user assistance where required until the issue has been.
• Ensure the highest levels of customer focus and collaborative working for incidents and problems that are presented and escalated, as well as when necessary, being the first point of contact for end users to receive.
• Utilize excellent customer service skills and ensure proper recording, documentation and closure of trouble tickets as you grow your knowledge of IT procedures, products, and services.
• Experience in support and troubleshooting Windows or Mac OS platforms (Max OSX 10.10+, Windows 8 or above) including mobile devices running Apple iOS & Android mobile operating systems.
• Experience with setup and configuration of end-user desktop and laptop computer hardware, software, printers, phones, cell phones, and peripherals.
• Experience working with cloud-based file sharing services such as Dropbox, OneDrive, iCloud, or equivalent.

Mountain View, CA, US

• I provide support through our four main support channels: in person support to over 35,000 Googlers across 180 buildings as well as live chat, phones, and ticketing encompassing support globally for Googlers.
• I maintain a healthy in person walkup queue by providing timely support for each issue by striving to alleviate long wait times through prioritizing quick issues such as questions or item returns.
• I maintain a healthy ticket queue by insuring a timely response based on a tickets priority level from low, medium, or high adhering to ticket SLAs. By striving for exceptional customer service I have achieved an.
• I have demonstrated a strong ability to troubleshoot complex issues with the four main operating systems used at Google: Windows, Linux, MacOS, and Chrome OS. As a point of escalation for Linux issues I utilized my.
• I have utilized my knowledge in networking technologies such as DHCP, HTTP, ACLs, and IP protocols to troubleshoot various issues keeping users from connecting to our internal networks.
• I help resolve access issues via various group policy managements such as Active Directory.

Mountain View, CA, US

• I was part of a 24x7 global team working in a third tier engineering-level support role striving for resolution for problems and inquiries associated with Google G Suite products.
• I Specialized directly into Google Drive and its cloud based productivity suite (Docs, Sheets, Presentation, Classroom, Drive Storage, Back up & Sync, and Drive FS).
• By utilizing internal logging tools to analyze HTTP headers as well as identify and validate software bugs for our many G Suite products I was able to resolve customer issues.
• I worked closely with the data gathered through troubleshooting to identify product bugs to escalate to our engineering team for software updates resulting in a global product resolution.
• Updated on-boarding documentation to account for edge cases within the onboarding process addressing difficulties for new employees who encounter these edge cases to determine how to resolve the problem.

Chicago, IL, US

• Assisted in creating a Specific, Manageable, Attainable, Realistic, and Timely resources to help get students prepared to start and be successful at Kaplan University through Google Apps for Work.
• Maintained start goal of 113% during business Q1.
• Enrolled and advised KU Online IT students.
• Conducted interviews to evaluate each prospective student based on his/her needs, desires, interests, qualifications, motivations, and commitments related to Information Technology.
• Maintain communication with prospective students, via outbound telephone calls, email, and other media.
• Assess student interests and provide accurate and timely information regarding Kaplan’s Information Technology academic programs, application and enrollment procedures and requirements.

• I managed and maintained a CentOS server used to host files and an Apache web server.
• I acted as Network Analyst Lead creating projects for my team such as maintaining network configurations, evaluating login access, and engineering anti-malware solutions.
• By researching and testing anti-malware solutions for our CentOS server I improved overall system security against malicious code.
• Through Researching extensively the use of TCP Ports on our Linux system I helped find solutions for network security issues related to potential threats from unauthorized access.
• Through my analysis I implemented the transition from password based authentication to public/private key authentication for our Linux system..

Fort Lauderdale, FL, US

• By analyzing business needs I coordinated various technology projects such as a mass deployment of more than 50 desktops to our Student Success Team as well as over 100 laptops for our new employee training programs.
• I repaired, configured, and maintained over thousand various HP hardware such as desktops, laptops, and computer monitors throughout our organization ensuring the minimal down time to productivity.
• I utilized organizational units within Active Directory to maintain and configure user accounts and access levels as well as managed the distribution of software to organizational machines through LANDesk management.
• By utilizing Symantec Ghost, our PXE Boot solution I re-imaged over thousand desktop and laptops.
• I Organized and prioritized user issues through the use of ticketing systems such as BMC Service Desk Express.
• Analyzed qualitative and quantitative data and implemented the research to various technical issues within the organization such as propose hardware changes to our existing fleet to optimize machine performance and end.

• Supervised, coached, and trained over 20+ inbound call tech support representatives during training phases.
• Tackled thousands of technical issues through remote connections utilizing software such as Logmein and Bomgar to client desktops and laptops.
• Implemented advanced computer technical knowledge in filesystems to troubleshoot software issues associated with Windows, MacOS, and Linux operating systems.
• By understanding DHCP and DNS as well as WAN, and LAN connections I was able to troubleshoot hundreds of networking related issues for routers, computers, and various wireless devices.

Master’S Degree, Information Technology

Bachelor’S Degree, Technical Management

Associate'S Degree