Matt Burton
Houston,TX
Summary
Experienced with diagnosing and resolving software issues efficiently. Utilizes strong analytical skills to identify root causes and implement effective solutions. Track record of excellent customer service and maintaining high standards in technical support.
Overview
15
15
years of professional experience
Work History
Software Support Specialist
Navitaire
SLC, UT
05.2015 - 08.2025
- Resolve customer incidents via phone, chat and email within defined SLAs.
- Manage queue of support tickets while adhering to relevant KPIs.
- Handle escalated support tickets from tier 1 agents.
- Experienced with ticketing systems including reporting and dashboarding (ServiceNow).
- Proficient in performance and error data mining for Root Cause Analysis (SQL).
- Hands-on with error/performance analytics (Dynatrace, Grafana, Splunk).
- Troubleshoot network connectivity between Windows Service endpoints.
- Experience supporting SOAP API applications (IIS).
- Install/upgrade Production application Services in load-balanced environment.
- Skilled technical writer, constantly developing support articles for the global team.
- Onboarding and training DevOps resources rolling onto the support team.
Clinical Support
Intermountain Healthcare
SLC, UT
09.2014 - 05.2015
- Work support tickets via phone, chat and email.
- Experience with clinical software suites.
- Exposure to Health Level-7 (HP7) messaging standards.
- Ability to provide support data to superiors via SQL queries.
IT Specialist
Alsco
SLC, UT
01.2014 - 06.2014
- Provide Systems Administration support to end users via phone and email.
- Assist with user account creation, printer and mobile device setup.
- Remotely support and train users on Abel accounting software.
- Write support documentation across internal and external support documents.
Support Specialist
H&R Block
Kaysville, UT
11.2012 - 12.2013
- Troubleshoot escalated technical issues by phone and remote support.
- Provided excellent tier 2 and help desk technical support.
- Created help manuals for other agents to assist them with troubleshooting problems.
Digital Systems Technician
U.S Air Force
Hill AFB, UT
08.2010 - 10.2012
- Experience with LAN, WAN, TCP/IP, Ethernet, Wireless technologies.
- Worked with and programed Cisco switches and routers.
- Completed Security+ certification course.
- Obtained Government Top Secret Clearance.
Education
High School Diploma -
Dimond Highschool
Anchorage, AK06.2003
Skills
- Languages – SQL, XML, JSON
- Software – ServiceNow, Confluence, Microsoft 365 (Word, Excel, PowerPoint)
- Support Analysis - Dynatrace, Grafana, Splunk
- Training – Runbook Creation, Knowledge base Admin, DevOps trainer
Timeline
Software Support Specialist
Navitaire
05.2015 - 08.2025
Clinical Support
Intermountain Healthcare
09.2014 - 05.2015
IT Specialist
Alsco
01.2014 - 06.2014
Support Specialist
H&R Block
11.2012 - 12.2013
Digital Systems Technician
U.S Air Force
08.2010 - 10.2012
High School Diploma -
Dimond Highschool