Summary
Overview
Work History
Education
Skills
Timeline
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Jonathan Mattsson

Slidell

Summary

Detail-oriented, organized, and meticulous employee. Enthusiastic team player ready to contribute to company success. Driven and dedicated, with 10+ years of customer service experience and 3+ years of IT experience in Customer Support.

Overview

13
13
years of professional experience

Work History

Lead Technical Support Specialist

RQI Partners
02.2024 - Current
  • Managed high levels of call flow and responded to technical support needs.
  • Used ticketing systems to manage and process support actions and requests.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.

Technical Support Specialist

RQI Partners
03.2022 - Current
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Walked individuals through basic troubleshooting tasks.
  • Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.

Cloud Security Architect

Forest Park Group, Inc
06.2021 - 09.2021
  • Responsible for assisting network personnel in building, designing, and installing security systems for cloud-based computing and data storage systems
  • Responsible for VPN configurations over cloud infrastructure, as well as specializing in enterprise deployment planning across numerous platforms such as AWS and GCP
  • Curated technology ecosystem for SOC 2 audit process
  • Assess and test existing cloud computing security systems
  • Configuring and optimizing firewalls

Information Security Analyst

Forest Park Group, Inc
02.2021 - 07.2021
  • Overseeing cloud security configuration measures in Amazon Web Services (AWS)
  • Establishing baselines and security posture for SOC 2 audit and certification
  • Conducting analysis over the Forest Park Endpoint Protection Platform (EPP)
  • Participating in system hardening efforts for internal environment, applying standards in accordance with established security controls
  • Strategizing vulnerability assessments and risk mitigation protocols, as well as providing recommendations to the CISO for policy creation and implementation

Server and Bartender

Tacos and Beer
09.2011 - 02.2021
  • Worked here on and off over the years
  • Verify identification and age requirements of customers
  • Mix traditional and creative cocktails
  • Process payment from customers
  • Clean glasses and bar utensils
  • Make suggestions based on customer tastes and preferences
  • Record and balance cash receipts and prepare cash deposits
  • Open and maintain tabs throughout their shift
  • Build a rapport with regular customers to create a positive atmosphere

Book Lead

Books-A-Million
01.2020 - 09.2020
  • Train all new Associates on the different book departments and products
  • Review the Key Metrics, and Line Item Discount reports weekly to identify any training opportunities
  • Ensure an understanding of the Action Alley Feature Rank and Category Sales Review
  • Ensure product is merchandised correctly in relevant departments
  • Ensure Action Alley is set and merchandised to company standards
  • Coordinate the Tuesday Task process for all book departments
  • Coordinate the COMP process for all book departments
  • Coordinate the Markdown process and ensure product counts are updated
  • Adhere to all Books-A-Million Policies and Procedures
  • Perform other duties as assigned

Server and Bartender

Deanie's Seafood Restaurant
01.2014 - 04.2018
  • Verify identification and age requirements of customers
  • Mix traditional and creative cocktails
  • Process payment from customers
  • Clean glasses and bar utensils
  • Make suggestions based on customer tastes and preferences
  • Record and balance cash receipts and prepare cash deposits
  • Open and maintain tabs throughout their shift
  • Build a rapport with regular customers to create a positive atmosphere

Education

Security + Certification

CompTIA

AWS Certified Cloud Practitioner Certificate

High School Diploma -

Slidell High School
Slidell, LA
09-2008

Skills

  • Incident management
  • Security protocols
  • Customer support
  • Advanced troubleshooting
  • Problem resolution
  • Videoconferencing
  • Service support
  • Hardware diagnostics
  • Application support
  • Software diagnosis
  • Hardware troubleshooting
  • Active listening

Timeline

Lead Technical Support Specialist

RQI Partners
02.2024 - Current

Technical Support Specialist

RQI Partners
03.2022 - Current

Cloud Security Architect

Forest Park Group, Inc
06.2021 - 09.2021

Information Security Analyst

Forest Park Group, Inc
02.2021 - 07.2021

Book Lead

Books-A-Million
01.2020 - 09.2020

Server and Bartender

Deanie's Seafood Restaurant
01.2014 - 04.2018

Server and Bartender

Tacos and Beer
09.2011 - 02.2021

Security + Certification

CompTIA

AWS Certified Cloud Practitioner Certificate

High School Diploma -

Slidell High School

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