Scott Mattern Email & Phone Number

San Jose, Ca, Us

Manage virtual Windows Server environments for 14,000+ internal employees and external customers with 3,700+ servers using Citrix Cloud and VMware technologies.Build and configure vDisk images with Windows 7, Server 2008, Server 2012, Server 2016, and Server 2019 to be streamed via Citrix PVS. Update vDisks with monthly patches, zero-day patches, and customer requested software. Create a QA environment for each vDisk image to test updates, software requests and configurations.Build and configure VMs from vCenter on ESXi hosts and integrate with Active Directory and Citrix Cloud, providing XenApp and XenDesktop to customers. Manage customer access to Citrix VMs via AD security groups, creating and applying GPOs, Citrix Policies, and Citrix Cloud delivery groups. Create policies via Ivanti Environment Manager and Application Control to provide a highly customized environment for each customer that logs into shared servers. Leverage roaming profiles, folder redirection, and personalization servers to provide customers a persistent desktop experience in a non-persistent environment. Collaborate with multiple internal teams including; networking, security, SSO, hosting, directory services, ticketing, and database to ensure we are current with technologies and standards.Create knowledge articles to help first line support with common troubleshooting techniques and resolutions as well as provide end user self-service resolution.Created a shared knowledge base to document all team operational items and initiatives, saving several working hours each week. Developed PowerShell scripts to automate patching vDisk images, saving fifteen working hours each month. Collaborated with ticketing and automation teams to streamline the reporting processes and increase the accuracy of reported metrics to identify trends and pain points.

Provided deskside support for local and remote employees throughout North and South America. Developed solutions for connectivity issues via hardware, software, Wi-Fi, LAN, and VPN. Performed data transfers for desktop and laptop deployments. Administered employee accounts via Active Directory on a bastion host for password resets, activation, security groups and access. Managed RSA tokens and YubiKeys associated with employee accounts used for MFA. Administered Office 365 accounts and license activations. Deployed laptops, desktops, and monitors. Provided accessories and peripherals when needed or requested. Part of a team that broke ticket records including lowest pending tickets and highest customer satisfaction scores. Provided solutions that resolved pain points when onboarding new employees and improved overall efficiency.

Provided desktop support for around 2,000 internal employees. Troubleshoot issues such as network connectivity, laptop hardware, software, and peripheral issues. Evaluated and prioritized walk-ups, tickets, emails, and chat. Investigated and removed malware. Re-imaged customer laptops and performed data recovery in case of malicious content. Informed customers of potential phishing attempts and how to avoid them. Properly handled confidential data and informed customers how to do the same.Imaged, configured and deployed new hire laptops, laptop refreshes, and re-imaged laptops. Maintained peripheral inventory for mice, headsets, AC adapters, etc.Maintained a ninety-eight percent rating from our internal customer satisfaction survey. Part of a desktop support team that was ranked highest out the west region offices.

Tampa, Florida, Us

Provided customer service, in-person and remotely for up to 30 employees, troubleshooting technical issues such as network connectivity, in-house web applications, and two, third party applications for internal employees and customers around the globe. Evaluated and prioritized incoming phone calls, emails, chat, and tickets for first, second, and third level customer support.Developed solutions for connectivity issues with partners via VPN, whitelist IP addresses, ports and coordinated resolutions and escalated appropriately.Conducted quality tests for SMS messages to locations around the world ensuring mobile data reach and character encoding format for customers and partners. Implemented technical support testing for customers, international carriers, and partners for mobile enterprise solutions. Analyzed failed quality tests for carrier, customer, partner, on internal network connections and solved them within strict deadlines.Integrated new program tools and network connections to better ensure customer messaging quality, connectivity, and support. Provided technical write-up tutorials and demonstrations via WebEx for internal and external customer use.

Msis, Master Of Science In Information Systems

Bachelor'S, Business Administration, Management Information Systems