Matthew Sims Email & Phone Number

Brentwood, Tennessee

Brentwood, Tennessee

Responsible for collecting information about problems, walking users through diagnostic procedures, and handling problem research, resolution and follow-up. • Troubleshoot and resolve software, hardware, and network connectivity issues.• Assist users with Microsoft Office Applications.• Document and track calls using Change Gear• Participate with firm-wide projects, testing.• Develop relationships on behalf of the IT Service Desk.

Nashville, Tennessee

• Analyze and coach to customer experience surveys, quality audit results and performance data to improve business metrics.• Resolve or triage complex technical problems to ensure customers have the power to do more.• Implement and teach de-escalation techniques that improve soft skills.• Monitor call center service levels.• Ensures adherence to policy, procedures and goals.

Nashville, Tennessee

• Mitigate the potential for dissatisfied customers by reviewing open service requests and suggest solutions.• Develop and monitor case ownership processes that improve a customer’s satisfaction rating. • Partner with other customer contact centers to ensure process alignment.

Nashville, Tennessee

• Answered questions about installation, operation, configuration, customization and usage of technology products.• Document problems, descriptions and solutions accurately.• Dispatch parts and setup service calls.• Escalate unresolved problems to second level support.

Bowling Green, Kentucky

• Perform warranty diagnostics and repair on Toshiba and Hewlett Packard products.• Repair portable, desktop, server, printer and plotter in house or at a customer’s location.

Munfordville, Kentucky

• Review job applications, interview job candidates and recommend new hires.• Manage local and remote inventory.• Generate revenue with aftermarket automotive parts along with product sales and installation services.

Associate'S Degree, Network And System Administration/Administrator

General Studies