Summary
Overview
Work History
Skills
Timeline
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Matt McAnany

Summary

Dynamic Application Engineer with a proven track record at NexusTek, delivering exceptional client satisfaction through effective communication and technical support. Skilled in troubleshooting and resolving complex application issues, I excel in building user relationships and collaborating across teams to enhance productivity and software stability. Proficient in Azure, I thrive in fast-paced environments.

Overview

13
13
years of professional experience

Work History

Application Engineer

NexusTek
06.2023 - Current
  • 316 positive surveys as of April, with 1 neutral, dating back to January of last year. Over a 95% update rate of tickets assigned to me per day. Communication and client satisfaction are key to everything I do.
  • Provided technical support to end users, troubleshooting software applications, and resolving issues through multiple communication channels, and escalation paths.
  • Analyzed and resolved application issues by performing root cause analysis, log analysis, and collaborating with development teams for timely solutions.
  • Ensured software stability by monitoring performance, applying patches, and managing version updates for applications.
  • Responded to critical incidents, managed escalations, coordinated with teams to minimize disruptions, and provided timely updates.
  • Create and maintain technical documentation, including user guides, troubleshooting tips, and FAQs for the internal knowledge base.
  • Deployed, configured, and optimized applications, while providing recommendations to improve business performance and productivity.

Desktop Support Analyst

Kwiktrip
07.2021 - 07.2022
  • Provided second-tier software and hardware support for end users at the Kwik Trip Support Center, resolving escalated technical issues.
  • Deployed and configured new and replacement hardware (computers, printers, mobile devices), and maintained accurate asset records in ServiceNow.
  • Responded to service requests, including software installations, user account setups, security permissions, and hardware moves.
  • Analyzed recurring issues to implement long-term solutions, and documented resolutions to improve team knowledge and efficiency.

Service Desk Analyst

SPIRE Credit Union
11.2020 - 07.2021
  • Delivered first-level IT support via Help Line and JIRA, troubleshooting hardware, software, and account-related issues, while ensuring timely resolution and SLA compliance.
  • Installed and maintained PCs, phones, printers, and other peripherals; ensured licensing compliance, and maintained accurate inventory records.
  • Managed user accounts, access rights, and core system setups, while supporting telecommunications equipment and assisting with system outages or escalations.
  • Developed user documentation, supported after-hours needs as required, and upheld regulatory compliance and company culture standards.

Senior Desktop Support Analyst

U.S. Bank
07.2019 - 09.2020
  • Deployed and managed desktops and laptops in a corporate environment, using Microsoft Windows operating systems.
  • Provided advanced hardware support and troubleshooting using diagnostic tools; proficient in the Microsoft Office Suite and other commercial software.
  • Supported process development and created user and technical documentation while adhering to change management protocols.
  • Demonstrated strong analytical, communication, and customer service skills, with the ability to work independently and follow detailed instructions.

Level 2 Field Technician

Westminster Public Schools
08.2018 - 07.2019
  • Provided Tier 2 technical support across the school district, resolving complex issues related to hardware, software, connectivity, and user access.
  • Delivered full Active Directory support, including password resets, account maintenance, and user permissions.
  • Managed remote troubleshooting for desktops, laptops, VPNs, printers, mobile devices, and other technology tools.
  • Acted as a liaison with third-party vendors for warranty and software support, while independently managing ticket queues and meeting KPIs, and service level goals.

Senior IT/AV Analyst

House of Representatives
05.2017 - 08.2018
  • Provided technical analysis, support, and training to the House Public Information Services staff, addressing technical service needs, and implementing user-friendly solutions.
  • Supported and maintained department applications, including customized Microsoft Office applications, and internal web applications.
  • Assisted with video file storage system maintenance, and supported the House television engineer in related tasks.
  • Managed groupwise administration, ensuring data integrity for user accounts, and handling onboarding/offboarding processes for department employees.

Sales Associate

BestBuy
07.2012 - 11.2016
  • ECC Corporate Sales: (April 2016 – November 2016) (Corporate HQ, Minnesota)
  • Apple Master - Branded Partner Sales: (April 2014-April 2016)
  • Various Sales Roles (July 2012-April 2014)

Skills

  • Build and manage user relationships and expectations
  • Collaborate across teams and vendor escalation paths toward ticket resolution
  • Strong communication skills in explaining complex technical issues to clients who are not as tech-savvy,
  • Ability to multitask and adapt in a fast-paced environment, handling multiple tickets at once—north of 10 per day
  • Familiarity with Azure and other Nexustek vendor offerings

Timeline

Application Engineer

NexusTek
06.2023 - Current

Desktop Support Analyst

Kwiktrip
07.2021 - 07.2022

Service Desk Analyst

SPIRE Credit Union
11.2020 - 07.2021

Senior Desktop Support Analyst

U.S. Bank
07.2019 - 09.2020

Level 2 Field Technician

Westminster Public Schools
08.2018 - 07.2019

Senior IT/AV Analyst

House of Representatives
05.2017 - 08.2018

Sales Associate

BestBuy
07.2012 - 11.2016

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Matt McAnany