Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
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Matthew Baena

Matthew Baena

Augusta,GA

Summary

IT Specialist with 5+ years of government experience, including service in the U.S. Army. Skilled in end-user support, network administration, and hardware troubleshooting. Proven ability to resolve complex issues and enhance system performance. Holds an active TS/SCI clearance with polygraph.

Overview

5
5
years of professional experience
2
2
Certification

Work History

Information Technology Specialist

U.S Army
04.2020 - Current
  • Developed and maintained strong client relationships to deliver exceptional customer service and problem resolution.
  • Used ticketing systems to manage and process support actions and requests.
  • Performed daily system monitoring, verifying integrity and availability of hardware, server resources, systems and key processes.
  • Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
  • Managed high levels of call flow and responded to technical support needs.
  • Resolved network issues and equipment and software troubleshooting queries to maintain data accessibility.

Sales Technician

Mr Fix It Repairs
01.2018 - 04.2020
  • Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
  • Promoted conversion of casual shoppers into customers through product knowledge and product solutions to meet customer needs.


  • Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
  • Handled customer inquiries and requests via phone, fax and email to determine parts and service needs.
  • Communicated with customer, troubleshot and operated computer to discover and input information.

Education

East Coweta High School
Senoia, GA

Skills

  • End user support
  • Hardware installations
  • LAN protocols
  • Virtualization technologies
  • IT risk management
  • Network administration
  • Company policy adherence
  • IT service management
  • Problem-solving skills
  • Network security management
  • Information assurance
  • Mobile device management
  • Hardware troubleshooting

Certification

CompTIA Security+


CompTIA CySA+


Languages

English
Native or Bilingual
Spanish
Native or Bilingual

Timeline

Information Technology Specialist

U.S Army
04.2020 - Current

Sales Technician

Mr Fix It Repairs
01.2018 - 04.2020

East Coweta High School

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