Matt M. Vincent

• Delivered Tier 1 and Tier 2 technical support to end-users across 10+ organizations via phone, email, and remote desktop tools, ensuring rapid incident resolution and high customer satisfaction.
• Administered user accounts and access controls in Active Directory, including password resets, group policy management, and permissions auditing, ensuring compliance with organizational security policies.
• Diagnosed and resolved complex hardware, software, and networking issues, leveraging diagnostic utilities and remote troubleshooting tools.
• Authored detailed SOPs, troubleshooting guides, and knowledge base articles using ITSM tools, increasing team efficiency.

• Provided troubleshooting and technical support for network issues, including TCP/IP, DNS, DHCP, and Cisco phone systems
• Managed user accounts and permissions across many different sites and applications as well as ensuring proper email-client set up for each employee
• Handled printer hardware and software issues to ensure uninterrupted printing operations
• Put in tickets regarding vendor specific software and application issues to ensure minimal downtime
• Familiar with Active Directory, Group Policies, and User Account Management
• Successfully deployed and configured Windows 11 across 100+ workstations, enhancing system performance and security
• Hands-on experience with a variety of operating systems (Windows, Windows Server, macOS, Linux) and office productivity software
• Utilized remoting software (N-able N-Central) to facilitate employee support and efficiently deploy Endpoint Detection and Response as well as Antivirus Software to PCs within the Domain Network

Reference: Robert Barboza, Owner, (508-922-0733)

• Utilized Walmart's online ordering system and handheld devices to manage and process customer orders accurately and efficiently
• Collaborated with team members to prioritize orders and meet pickup timeframes, optimizing efficiency and customer satisfaction
• Demonstrated strong communication skills in answering phones, responding to customer inquiries, and addressing concerns with professionalism and empathy
• Resolved customer issues and complaints effectively, striving to exceed customer expectations and foster long-term loyalty

Reference: Ian Campbell, Coach, (774-266-7197)