Summary
Overview
Work History
Education
Skills
Technicalknowledge
Certification
Timeline
Generic

Matthew Arseneau

Gallatin,TN

Summary

IT supervisor with 20+ years of experience achieving ambitious goals in challenging IT environments. Diligent, forward-thinking, and adaptable to dynamic company, customer, and project needs. Proven track record of motivating teams to meet demanding timelines. Knowledgeable IT manager overseeing technology deployment and maintenance, instructing and leading IT staff members in support of hardware, software, and networking infrastructure. Actively collaborates with executives to determine and implement tech needs while managing technology strategy, training, and documentation.

Overview

18
18
years of professional experience
1
1
Certification

Work History

IT Supervisor

State of Tennessee – Finance and Administration/Strategic Technology Solutions
05.2021 - Current
  • Responsible for management/supervision of ServiceNow CSM and Complex Apps support team personnel, including onboarding and offboarding of team members
  • Creating documentation of best practices for team members, ServiceNow platform, and Complex Apps support
  • Aligns upgrade schedule for ServiceNow CSM and ITSM platforms to current release cycles
  • Managed and maintained ServiceNow CSM platform as Application Administrator until a position was created to cover those duties
  • Assisted Director of Enterprise Services in transitioning CSM Support team and ITSM Support team to new unified ServiceNow team
  • Graduated from the Department of Finance and Administration’s Leadership Academy – Cohort 4 (2020)
  • Serves on the Department of Finance and Administration Employee Volunteerism Task Force
  • Serves on the State of TN Information Technology Professionals Association board representing Strategic Technology Solutions - General

Content Designer

State of Tennessee – Finance and Administration/Strategic Technology Solutions
02.2017 - 05.2021
  • Provided first level support for State of Tennessee complex web applications and portals
  • Supplied direct customer support via phone, email, and live web chat
  • Helped to define policies and procedures for new team/department
  • Maintained daily and monthly statistics for team web chat and email totals
  • Assisted with bi-weekly AEM workshop to train new users and answered specific questions/issues
  • Aided in developing stand up Virtual Agent for State of Tennessee websites
  • Worked to help develop mobile application for internal State employee usage in ServiceNow
  • Received Content Management training using Everbridge and Adobe Experience Manager (AEM)
  • Obtained training for Adobe Analytics, Adobe Campaign, and Adobe Target
  • Acquired ServiceNow administrator and developer training
  • Secured training in Amazon Web Services
  • Updated State of Tennessee websites via AEM
  • Migrated State of Tennessee departmental websites into AEM (https://www.kidcentraltn.com, https://www.picktnproducts.org, others)
  • Graduated from the 2020 F&A Leadership Academy
  • Assisted with the planning, development and implementation of the CARES Act Citizen Scheduler application.

HL7 Interface Technician

PathGroup
11.2012 - 12.2016
  • Providing first level support to existing interface customers
  • Processed and troubleshot messages through a Mirth interface engine, Legacy setups, Microsoft SQL Server, and PathGroup proprietary systems
  • Worked with clients and vendors to understand customization requests and develop a plan for implementation
  • Performed root cause analysis of repetitive support issues and implemented long term solutions
  • Helped to define policies and procedures for the interface department as a whole
  • Assisted with compliance requirements as dictated by the College of American Pathologists
  • Created Capital Expenditure Reports for new and existing interface projects
  • Received vendor invoices and reconciled with existing interface projects to be submitted for payment
  • Built desktop set ups of computers for new clients
  • Handled shipping of new computers, printer/fax machines, and label printers
  • Participated in weekly team meetings to discuss current support issues and upcoming fixes/releases
  • Participated in team scrum meetings three times a week
  • Completed SQL Server training through CBTNuggets.com
  • Recieved ongoing training in Java script through CBTNuggets.com and Codecademy.com
  • Trained with Mirth interface setup through daily duties

Customer Service/Technical Support

The Rehab Documentation Company (ReDoc)
01.2009 - 11.2012
  • Provided customer service and first & second level technical support for ReDoc software
  • Supported main software suite version 7
  • Maintained a working knowledge of software suite version 6
  • Worked directly with sole developer to provide support for ReDoc Scheduler software
  • Installed and upgraded Microsoft SQL Express and ReDoc software to the client’s computers
  • Provided first level support for interface connections to various billing software
  • Accountable for backups and first level administrative support for Microsoft Access and SQL Server, including cleaning up bloat and database corruption
  • Cooperated with development team on implementation and editing of stored procedures in SQL Server.

Internet Sales Consultant

Rivergate Toyota/Scion
06.2006 - 01.2009
  • Followed up on new and used car leads
  • Sold new and used vehicles
  • Worked directly with Internet Sales Manager to expand our client base with various online aggregators
  • Assisted Internet Sales Manager in increasing company’s search engine optimization
  • Set and confirmed appointments for test drives/customer visits
  • Took customers for test drives in new vehicles
  • Provided various customer service duties including having vehicle detailed, arranging after-market installations, etc
  • Visited Toyota and Scion sponsored training events for new vehicle models and design changes
  • Attended training seminars provided by various aggregator sites
  • Administered first level tech support for dealership.

Education

Bachelor’s Degree in Computer Information Technology -

Western Kentucky University
Bowling Green, Kentucky
01.2022

Associate’s Degree in Computer Programming -

Volunteer State Community College
Gallatin, Tennessee
01.2020

Audio Broadcasting and Music -

Northern Michigan University
Marquette, Michigan
01.2001

Skills

    Application Support

    Business Analysis

    Business Intelligence Tools

    Change Management

    Decision-Making

    Documentation And Reporting

    Enterprise Resource Planning

    Information Confidentiality

    IT Budgeting

    Project Leadership

    Teamwork and Collaboration

    Technical Troubleshooting

Technicalknowledge

Programming Languages: C#, ASP.NET, Python, JavaScript, HTML/CSS, SQL (Microsoft and Oracle), HL7, MS Access

Interface Engines: Mirth Connect, PathSys, PathConnect, ReportPath, Interface Audit, NetLIMS, ReDoc 7 / 6

Content Management: Everbridge, Adobe Experience Manager

File Management: ServiceNow, BMC Track-It!, Microsoft Dynamics CRM, FileZilla, PuTTY

Virtualization: LogMeIn, Join Me, Citrix, VMware, VNC

Networking: Linksys, 3COM, Cisco

Operating Systems: Windows 11, Windows 10, Windows 8.1, Windows 7, Windows Vista, Windows XP, Windows NT, Windows 2000

Servers:  Windows Server 2008, Windows Server 2003, Windows Server 2000, SQL Server 2005 / 2008 / 2012 / 2014 / 2016, Argent Guardian

Software: Microsoft Office 365 / 2016 / 2013 / 2010 / 2007 / 2003 / XP / 2002 / 1997 / 1995, Norton Utilities, Email: (Outlook, Web-Based), Dictionary Editor, Compendium Generator, Browsers: (Internet Explorer, Chrome, Mozilla Firefox, Safari, Microsoft Edge, Opera), Internal Communication: (Outlook Communications, Microsoft Teams, WebEx, Zoom, Adobe Connect, Microsoft Lync 2013, Yahoo IM, Google Chat, Cisco Jabber, ServiceNow), Formstack, Slack, Trello, LeanKit, Amazon Web Services (AWS)

Hardware:   Intel, HP, IBM, Dell, Alienware, Asus, Samsung, Lenovo, Acer

Certification

State of TN Finance & Administration Employee Volunteerism Task Force


State of TN Information Technology Professionals Association (ITPA) Board – Strategic Technology Solutions, General


2020 State of Tennessee Finance and Administration Leadership Academy


National Society of Leadership and Success


Phi Theta Kappa Honor Society

Timeline

IT Supervisor

State of Tennessee – Finance and Administration/Strategic Technology Solutions
05.2021 - Current

Content Designer

State of Tennessee – Finance and Administration/Strategic Technology Solutions
02.2017 - 05.2021

HL7 Interface Technician

PathGroup
11.2012 - 12.2016

Customer Service/Technical Support

The Rehab Documentation Company (ReDoc)
01.2009 - 11.2012

Internet Sales Consultant

Rivergate Toyota/Scion
06.2006 - 01.2009

Bachelor’s Degree in Computer Information Technology -

Western Kentucky University

Associate’s Degree in Computer Programming -

Volunteer State Community College

Audio Broadcasting and Music -

Northern Michigan University

State of TN Finance & Administration Employee Volunteerism Task Force


State of TN Information Technology Professionals Association (ITPA) Board – Strategic Technology Solutions, General


2020 State of Tennessee Finance and Administration Leadership Academy


National Society of Leadership and Success


Phi Theta Kappa Honor Society

Matthew Arseneau