Matthew Anderson
Madison,WI
Summary
Ambitious and dedicated IT professional with multiple years of IT work and phone customer service. Experience in leading teams and troubleshooting computer, phone, and network issues. I helped run a company I co-owned but due to the Covid-19 shutdown, our company was forced to shut down permanently. I am looking for a new and challenging position with a growing company. Dedicated to improving user experiences and productivity by keeping systems running smoothly and resolving issues quickly. Good communicator and multitasker with an organized approach and strong customer service skills.
Overview
10
10
years of professional experience
Work History
Desktop Support Analyst
TekSystems (Contracted with West Bend Mutual Insurance)
07.2022 - Current
- Sole desktop support for their Middleton office, supporting 150+ users
- Configured group settings and ran test deployments within SCCM
- Tracked, managed and inputted IT equipment using ServiceNow
- Coordinated a full transition of over 200 users from VMWare back to new laptops.
- Supported remote users effectively by utilizing remote desktop tools for troubleshooting and issue resolution.
- Worked with third-party vendors to resolve issues with hardware or software covered by annual maintenance agreements.
- Configured hardware, devices, and software to set up work stations for employees.
- Facilitated smooth hardware rollouts by coordinating with vendors and managing equipment inventory.
Desktop Support Analyst
TekSystems (Contracted with SSM Health)
11.2021 - 07.2022
- Provided technical assistance to customers to minimize disruptions of computer operations
- Assisted in setting up a new site with setup of workstations (monitors, docking station, keyboard, mouse)
- Supported 9 different medical clinics as the sole Desktop support technician
- Programmed devices in DNS, Print Servers, SCCM and Epic Software.
- Configured hardware, devices, and software to set up work stations for employees.
- Developed comprehensive documentation on procedures, guidelines, and best practices for desktop support functions.
- Assisted in the evaluation of new technologies to enhance overall user experience and productivity levels.
Security Operations Center Analyst
SafeAeon
01.2021 - 11.2021
- Continuous monitoring and interpretation of threats using the IDS and SIEM
- Investigate malicious phishing emails, domains and IPs using Open-Source tools and recommend proper blocking based on analysis
- Immediately respond to active threats occurring on client’s networks
- Identify suspicious/malicious activities or codes
- Monitoring and analysis of security events to determine intrusion and malicious events
- Assembly weekly threat reports for clients to review based off user activity and offenses that occurred
- Supported client security policies and activities for networks, systems, and applications including vulnerability management, incident reporting, and mitigation.
IT Consultant
AE Business Solutions
05.2020 - 01.2021
- Hired as a temporary contractor through AE Business solutions as an IT consultant for CapSpecialty Insurance
- Consult the IT department and assist with migrating their work environment to a more secure work environment to adapt to current challenges with recent world events
- Migrate users from a standard work environment to secure virtual machine environments utilizing SCCM, VSphere, Putty and MyDesk
- Create user profiles in a new Active Directory Server and verify the AD groups match the previous server’s settings
- Migrate users to a new Outlook server
- Build and customize new laptop deployments for users working from home
- Provide end user support in customizing up their new work environments
- Create documentation to assist future CapSpecialty employees to complete these tasks.
Senior IT Specialist/Co-owner
Merivox
03.2019 - 04.2020
- Manage future and current projects including internal technology infrastructure and clients
- Test and implement custom RMM and PSA software solutions to manage client devices
- Ensure that server and computers internal and external were up to date on patching and backups
- Oversee partner relationships with AT&T, Ringcentral, Spectrum and a wide reach of hardware vendors
- Manage our mail servers and automate ticket creation based on severity
- Manage and train help desk employees on CRM and ticketing systems to adequately prepare them to assist our customers
- Manage our phone system along with assisting with customer migrations to cloud based VoIP solutions
- I would oversee the process start to finish from new equipment orders, migration, install, customer training and asset disposal for old systems and equipment
- Interview and decide what employees to hire for both our help desk positions and wiring work.
- Responded promptly to incoming sales leads and requests for technical support.
Network Engineer I
INOC
02.2018 - 07.2019
- Direct customer support creating tickets based upon severity via phone, email, or automated ticket
- Perform general help desk resolutions for multiple clients
- Diagnose and troubleshoot issues with network equipment (cisco, juniper) such as low light levels, interference or jitter issues
- Direct technicians to fix issues with both optical and electrical network issues.
IT Intern/Operations Support Technician
TDS
02.2017 - 02.2018
- Build, install and troubleshoot end user computer systems and peripherals
- Creating and managing VM's
- Monitors a data center facility and the processing of critical systems
- Troubleshooting or escalates issues based on documentation/training and business needs
- Asset management, purchasing services, and routine system administration tasks in support of the Security Operations Center.
Data Specialist/Technical Consultant
West Corporation
12.2013 - 10.2016
- Worked on an AT&T business account management team
- Managed a team of account managers who would pass leads to me that included more complex setups
- Provided the best service possible customers by consulting with owners and IT consultants on design and sales of VoIP, Cyber-Security, and general network design
- Went through extensive training for VPN setups, network infrastructure, and everything involved in upgrading and modifying a business's IT structure
- Regularly provided reports on progress for both Account Managers as well as myself.
Education
No Degree - Network And System Administration
Northeast Wisconsin Technical College
06.2018
High School Diploma -
Mount Horeb High School
06.2009
Skills
- Technical issues analysis
- UNIX Shell Scripting
- Customer Service
- Inventory Procedure Documentation
- User Training
- Hardware and Software Configuration
- Security Certification
- Active Directory Management
Professional Title
IT Professional
Timeline
Desktop Support Analyst
TekSystems (Contracted with West Bend Mutual Insurance)
07.2022 - Current
Desktop Support Analyst
TekSystems (Contracted with SSM Health)
11.2021 - 07.2022
Security Operations Center Analyst
SafeAeon
01.2021 - 11.2021
IT Consultant
AE Business Solutions
05.2020 - 01.2021
Senior IT Specialist/Co-owner
Merivox
03.2019 - 04.2020
Network Engineer I
INOC
02.2018 - 07.2019
IT Intern/Operations Support Technician
TDS
02.2017 - 02.2018
Data Specialist/Technical Consultant
West Corporation
12.2013 - 10.2016
No Degree - Network And System Administration
Northeast Wisconsin Technical College
High School Diploma -
Mount Horeb High School
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