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
2021.05 - 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
2017.02 - 2021.05
- 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
2012.11 - 2016.12
- 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)
2009.01 - 2012.11
- 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
2006.06 - 2009.01
- 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, Kentucky01.2022
Associate’s Degree in Computer Programming -
Volunteer State Community College
Gallatin, Tennessee01.2020
Audio Broadcasting and Music -
Northern Michigan University
Marquette, Michigan01.2001
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
2021.05 - Current
Content Designer
State of Tennessee – Finance and Administration/Strategic Technology Solutions
2017.02 - 2021.05
HL7 Interface Technician
PathGroup
2012.11 - 2016.12
Customer Service/Technical Support
The Rehab Documentation Company (ReDoc)
2009.01 - 2012.11
Internet Sales Consultant
Rivergate Toyota/Scion
2006.06 - 2009.01
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
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