Mathew Schnier
Headland,AL
Summary
Results-driven technical support representative with experience in diagnosing and resolving hardware and software issues. Proven ability to collaborate with cross-functional teams while enhancing customer satisfaction through effective communication and timely problem resolution.
Overview
1
1
Certification
16
16
years of professional experience
Work History
Service Desk Specialist
Airgas, an Air Liquide
06.2024 - Current
- Provided technical support for hardware and software issues, ensuring timely resolution and enhancing user satisfaction.
- Diagnosed and troubleshot system failures with remote desktop tools to restore functionality for users.
- Collaborated with cross-functional teams to document and improve service desk processes.
- Trained new employees on service desk procedures and tools to facilitate smooth onboarding.
Technical Support Representative
Entech
11.2023 - 05.2024
- Provided timely support via phone, email, and chat to enhance customer satisfaction.
- Resolved customer technical issues through troubleshooting and problem-solving methods.
- Documented and tracked customer interactions in a ticketing system, ensuring timely follow-up and resolution.
- Led project management for infrastructure revitalization initiatives, coordinating tasks and resources for successful completion.
- Tracked progress for projects as well as materials needed on site for project completion.
Advanced Security Technician
Vector Security
01.2019 - 11.2023
- Installed, configured, and maintained security systems for residential and commercial clients.
- Conducted routine inspections and troubleshooting of alarm systems to ensure optimal performance.
- Collaborated with clients to develop tailored security solutions based on individual needs and concerns.
- Trained junior technicians on installation techniques, equipment handling, and safety protocols.
- Installed and performed inspections for fire prevention systems.
Verifone Technician
Wiregrass Petroleum Service Equipment
06.2018 - 01.2019
- Diagnosed and repaired mechanical issues, enhancing service efficiency and minimizing downtime.
- Operated and maintained complex petroleum service equipment to ensure optimal functionality.
- Implemented safety protocols to adhere to regulatory standards and promote workplace safety.
Service Advisor
Bondy's Nissan
05.2016 - 05.2018
- Provided exceptional customer service by addressing inquiries and resolving concerns promptly.
- Educated customers on vehicle maintenance and service options, enhancing their understanding of needs.
- Coordinated service appointments and managed workflow to optimize shop efficiency.
- Collaborated with technicians to ensure accurate diagnostics and timely repairs for customer vehicles.
Mechanic and IT Specialist
United States Army Reserves
Fort Rucker, Alabama
10.2010 - 03.2016
- Inspected Reserve vehicles for mechanical defects and safety compliance
- Diagnosed malfunctions using technical manuals and shop diagnostic tools
- Resolved user issues for enterprise support environment
- Troubleshot hardware, software, and network access problems
- Configured desktops, laptops, and peripheral devices
- Installed updates and maintained endpoint security tools
Education
No Degree - Business Administration
Troy University
Troy, ALSkills
- Effective communication
- Ticketing systems
- Remote desktop support
- Hardware troubleshooting
- Software installation
- Client support
- Process improvement
Certification
- CCNA 1
- CCNA2
- Network+
- Security+
- A+
Timeline
Service Desk Specialist
Airgas, an Air Liquide
06.2024 - Current
Technical Support Representative
Entech
11.2023 - 05.2024
Advanced Security Technician
Vector Security
01.2019 - 11.2023
Verifone Technician
Wiregrass Petroleum Service Equipment
06.2018 - 01.2019
Service Advisor
Bondy's Nissan
05.2016 - 05.2018
Mechanic and IT Specialist
United States Army Reserves
10.2010 - 03.2016
No Degree - Business Administration
Troy University