Matthew Bagley
Richmond,VA
Summary
Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems. Currently, I manage and serve as the Semmes location Lead IT Support Specialist in the Tier 2 Support Group, supporting 400-500 clients. I am part of the North American team, collaborating with US customers within a real estate information company environment.
Overview
6
6
years of professional experience
Work History
Tier 2 Technical Support Specialist
Costar Group Inc. DBA: LandandFarm
06.2021 - Current
- Maintained records of data communication transactions, problems, and remedial actions or installation activities.
- Set up equipment for employee use, performing or properly installing cables, operating systems or software.
- Performed remote troubleshooting sessions with customers using virtual tools such as GoTo Resolve.
- Supervised and directed workers engaged in installation of data communication equipment and software.
- Demonstrated technical skills in systems management, security, service management, applications and networking and solved complex problems according to established procedures and industry best practices.
- Collaborated with other departments such as Sales, Networking, Systems Administration.
- Met statistical metrics regarding ticket and contact quality, first call resolution, attendance and productivity.
- Created user accounts and assigned permissions.
- Shepherded customers through ongoing or multifaceted technical struggles to research long-term solutions.
Computer/Refresh Technician
Core Technologies
11.2018 - 06.2021
- Installed new systems and components according to service orders and manufacturer instructions for Virginia state agencies, including the State Police and the Virginia Department of Education.
- Monitored inventory levels within each machine and restocked products as necessary.
- Monitored installations to maintain compliance with local codes and industry best practices.
- Coordinated ticket fulfillment among multiple technicians and teams to reduce redundancy and accelerate response times.
Education
Associate of Applied Science - Cyber Security
ECPI Moorefield
02-2018
Bachelor of Science - Media Studies
Radford University
Radford, VA05-2015
Skills
- Security protocols
- On-site technical support
- Advanced troubleshooting
- Hardware installation
- Systems integration
- Operating systems expertise
- Network configuration
- System administration
- Application support
- Software installation
- MDM (mobile device management)
- Remote technical support
Timeline
Tier 2 Technical Support Specialist
Costar Group Inc. DBA: LandandFarm
06.2021 - Current
Computer/Refresh Technician
Core Technologies
11.2018 - 06.2021
Bachelor of Science - Media Studies
Radford University
Associate of Applied Science - Cyber Security
ECPI Moorefield
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