Christina Mattary

Helpdesk Management

• Monitored daily operations of the help desk team, including performance metrics and ticket resolution times.
• Maintained up-to-date knowledge of hardware, software, and other technology solutions used by the organization.
• Collaborated with IT teams to ensure smooth operation of computer systems.
• Trained new employees on support processes, procedures, and knowledge base.

Procurement

• Managed campus technology purchases per department - $1 million+ budget.
• Collaborated with other departmental leaders to establish organizational goals, strategic plans, and objectives.
• Researched pricing information, compared prices, and obtained quotations.
• Cultivated new vendor relationships using dynamic communication and negotiation skills.

IT Projects

• Supported the successful delivery of IT projects by coordinating schedules, resources, and communications between stakeholders and the PMO.
• Developed project plans to ensure successful completion of projects and met deadlines.
• Assisted the PMO in tracking project performance, using data to report on timelines, budgets, and deliverables.
• Liaised with external vendors, suppliers, contractors as needed for projects.
• Tracked and communicated project status, issues, risks and decisions to senior management.

Program Management

• Managed daily operations of an Apple authorized campus technology store, providing Helpdesk services, technology purchases, and IT workshops to support student and faculty needs.
• Supervised and mentored a team of 13 students, offering experiential learning opportunities to equip them with practical skills for their transition from academic to professional environments.
• Developed and led IT-related workshops and training sessions, enhancing students' technical knowledge and customer service skills in a fast-paced retail environment.

• Cultivated impactful relationships with customers using empathy and technical knowledge leading to productive solutions.
• Deliver exceptional customer support and provide systematic troubleshooting for hardware and software on iOS, macOS, tvOS, and watchOS.
• Expert in resources to support service strategies for all hardware and software needs.
• Partner with leadership to assess training requirements and integrate new training materials to meet business needs.
• Coordinate and Facilitate training materials to engage with a large team in a timely manner to provide an excellent customer experience.
• Drive team performance through training, coaching and motivation of employees.

• Provide skilled hardware and software troubleshooting on iOS, watchOS, tvOS, and Apple accessories.
• Well versed in ownership opportunities and provide all options to better serve the customers decision making process.
• Knowledgeable on in store systems to document all hardware and software issues in support of the customer journey.
• Action oriented in the fast paced environment of the Genius bar driving the teams success.
• Skilled in the use of empathy to align when technology is not functioning as expected and provide effective service solutions.

• Executed day-to-day office operations, including receiving and organizing correspondence, answering and forwarding calls and creating construction contract documents.
• Handled scheduling of projects and managed timely and effective communication to Residential, Commercial, and Municipal clients.
• Accurately managed Accounts Payable and Accounts Receivable in QuickBooks maintaining billing processes.
• Automated office operations for managing client correspondence, payment scheduling, record tracking and data communications.
• Managed payroll for temporary, hourly, and salaried employees and calculated accurate wages, including overtime, salary increases and bonuses.
• Provided prompt and professional responses to vendor account balance inquiries and payment processing requests.
• Acted as subject matter expert for accounts payable matters in company.
• Managed safety documentation and service schedule for a fleet of commercial vehicles in accordance to the Department of Transportation safety standards.

• Execute weekly Certified Payroll according to Department of Labor standards.
• Act as liaison on behalf of clients with IRS personnel and support the tax filing process.
• Managed sensitive information with discretion while providing administrative support to executive staff.
• Created and maintained computer and paper based filing organization systems for records, reports, and documents.