E.Matthew Daigle
Hudson
Summary
Reliable Manager demonstrating high level of ownership and initiative. Possessing exceptional work ethic and desire to go above and beyond to exceed company expectations. Offering knack for building productive working relationships. Successful in fast-paced, deadline-driven environments to manage goals and team development. History of thriving in team-oriented environments.
Overview
23
23
years of professional experience
Work History
Manager, Service Desk
Symbotic
Wilmington
07.2021 - Current
- Responsible for providing day-to-day white glove technical support to our VIP’s & Executives for all IT with all technical issues experienced locally or remotely.
- Responsible for a team of 6 onsite & 2 remote Service Desk Analysts.
- Responsible for creating and user accounts in AD, adding them to proper security groups and assigning licenses per manager’s request.
- Responsible for providing New Hire Orientation each week.
- Responsible for managing and providing support to company phone system.
- Responsible for deploying, managing and providing support for 15 Microsoft Teams Video Conference Rooms, including Boardroom events and meetings including externals sites.
- Responsible for supporting onsite AV Teams events including Town Hall events for Senior Leadership and Founder.
- Responsible for deploying software and Windows updates to company systems.
- Responsible for updating and managing Windows images via MDT.
- Maintaining on average 98% NPS customer satisfaction score consistently each year.
- Effectively manage, develop, and train the Service Desk team.
- Set customer service standards that are best in class and offer the best experience.
- Recruit, train and support Service Desk technicians.
- Manage inventory for laptops, desktop, mac's, iPad's, printers, accessories and software licenses.
- Contribute to improving customer support by actively responding to queries and handling complaints.
- Establish best practices through the entire technical support process.
- Follow up with internal customers and stakeholders to identify areas of improvement.
- Develop daily, weekly and monthly reports on Service Desk team’s productivity.
- Ensure that all processes used by the Service Desk are documented, audited and improved.
- Work collaboratively with leadership and key stakeholders to engage in innovative methods and technology that drive the business forward.
VIP Support Manager at Santander Bank
TEKsystems
Boston
07.2021 - Current
- Responsible for a team of 9 senior onsite & remote VIP Executive Support Analysts.
- Responsible for providing day-to-day white glove technical support to our VIP’s & Executives for all IT with all technical issues experienced locally or remotely.
- Responsible for responding to customer questions regarding operation and issues in a polite and precise manner.
- Make recommendation to improve overall operational efficiency.
- Manage, maintain & support inventory of Executive devices (Laptops, mobile devices, peripherals).
- Facilitate on-boarding and off-boarding of Senior Executives and Executive Assistant access and devices.
- Image and update end user computers via SCCM.
- Provision, deploy and manage all VIP and Executive Apple iOS devices via AirWatch.
- Support meetings, and all Board, Committee or Senior Leadership Conferences, onsite and offsite.
- Establish best practices through ongoing review of entire technical support process.
- Assumed additional responsibilities with special projects as assigned by manager.
US, IT Direct Support Manager
National Grid
Waltham
08.2017 - 06.2021
- Responsible for a team of 43 Desktop Support Analysts and 7 Executive Support Analysts while supporting our Executives and EA's and running our 7 TechBar locations in a fast-based environment.
- The TechBar is equivalent to the Apple stores Genius Bar and support over 5000 employees.
- Responsible for creating how-to video tutorials for the end users and the team to follow in place of written documentation.
- Responsible for establishing and enforcing SLA'S.
- Responsible for staff scheduling, hiring, mentoring, training, providing regular performance feedback along with conducting performance evaluations.
- Manage escalations and ensuring any issues are resolved in a timely manner.
- Make recommendation to improve overall operational efficiency.
- Contribute to improving overall customer support by actively responding to queries and handling complaints.
- Establish best practices through ongoing review of entire technical support process.
- Provide customer feedback to the appropriate internal teams.
- Assumed additional responsibilities with special projects as assigned by manager.
IT Desktop Support Manager
Auxzillium (MSP)
Medford
07.2016 - 07.2017
- Responsible for a team of 5 Desktop Engineers, as a leader and mentor, ensuring to bring out the best in them and providing opportunities for growth.
- Responsible for establishing and enforcing SLA’s in consultation with end users to establish problem resolution expectations.
- Responsible for creating how-to video tutorials for the end users and the team to follow in place of written documentation.
- Responsible for setting up new user accounts, terminations and managing user accounts and computer systems in Active Directory.
- Responsible for troubleshooting and problem solving all issues pertaining to desktops, laptops, mobile devices, email and VPN.
- Assumed additional responsibilities with special projects as assigned by CEO.
IT Help Desk Manager
Alegeus Technologies
Waltham
11.2012 - 06.2015
- Responsible for resolving user issues in a timely fashion via a Remedy Force Helpdesk ticketing system, email, phone and walk-ups.
- Responsible for establishing and enforcing SLA’S.
- Responsible for performance of Help Desk activities and documented resolutions, identify problem areas and deliver solutions to enhance quality of service by preventing future problems.
- Responsible for setting up new user accounts, terminations and managing user accounts and computer systems in Active Directory.
- Responsible for upgrading users from Microsoft Office 2010 to Microsoft Office 365 & conducting training and troubleshooting.
- Responsible for imaging laptops and desktops using the Dell Kace 1000 & 2000 appliances.
- Responsible for troubleshooting and problem solving all issues pertaining to desktops, laptops, mobile devices, email and VPN.
- Assumed additional responsibilities with special projects as assigned by Management.
Sr. Desktop Specialist Consultant
Loomis Sayles
Boston
08.2012 - 11.2012
- Responsible for upgrading users from Windows XP to Windows 7 including data migration.
- Responsible for resolving user issues in a timely fashion via email, phone calls, and walk-ups.
- Responsible for troubleshooting and problem solving all issues pertaining to desktops, laptops, blackberry devices, email, VPN, video/audio conferencing systems.
- Assumed additional responsibilities with special projects as assigned by Management.
Helpdesk Team Lead
Akamai Technologies
Cambridge
01.2008 - 08.2012
- Responsible to lead a team of 10 IT staff members, both junior and senior level administrators.
- Responsible for creating Windows 7 64bit and 32bit OS images via the Dell Kace 2200 appliance.
- Responsible for deploying software, patches and Windows Updates via the Dell Kace 1200 appliance.
- Responsible for maintaining hardware inventory including laptops, desktops, printers, Macs, servers, and monitors.
- Responsible for troubleshooting and problem solving all issues pertaining to desktops, laptops, blackberry devices, email, VPN, video/audio conferencing systems.
- Assumed additional responsibilities with special projects as assigned by Management.
Education
Some College (No Degree) -
Clark University
Worcester, MASkills
- Technical support
- Active Directory management
- Microsoft Teams administration
- Software deployment
- Video conferencing setup
- Team leadership
- Problem solving
- Performance metrics analysis
- Inventory management
- Stakeholder engagement
- Process improvement
- Customer focus
- Leadership/communication skills
- Purchasing
- Performance evaluations
- Communication skills
- Vendor negotiations
- Team player
- Motivation
- Cross-functional team leadership
Accomplishments
- "Excelling as a Manager Award" 2025
- "Techbar Achievement Award" 2018
References
References available upon request.
Timeline
Manager, Service Desk
Symbotic
07.2021 - Current
VIP Support Manager at Santander Bank
TEKsystems
07.2021 - Current
US, IT Direct Support Manager
National Grid
08.2017 - 06.2021
IT Desktop Support Manager
Auxzillium (MSP)
07.2016 - 07.2017
IT Help Desk Manager
Alegeus Technologies
11.2012 - 06.2015
Sr. Desktop Specialist Consultant
Loomis Sayles
08.2012 - 11.2012
Helpdesk Team Lead
Akamai Technologies
01.2008 - 08.2012
Some College (No Degree) -
Clark University
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