Matthew Bowles
Liverpool,NY
Summary
Dedicated IT Support Specialist with a strong focus on problem-solving and effective communication. Proven ability to resolve hardware and software issues while maintaining high customer satisfaction. Committed to delivering timely support and comprehensive user documentation. Dedicated IT Support Specialist with expertise in troubleshooting and resolving technical issues. Strong communicator with a proven track record in enhancing customer satisfaction and delivering effective desktop support.
Overview
6
6
years of professional experience
Work History
IT Support Specialist
Raymour & Flanigan
Liverpool, New York
07.2022 - Current
- Provided technical support for hardware and software issues across all departments including HQ and 150+ locations.
- Configured and installed new computers using MDT/PXE boot and deployed with peripherals for staff use.
- Maintained inventory of IT equipment and managed asset tracking systems.
- Documented support procedures and created user guides for common issues.
- Triaged, created and completed support tickets following ITL standards while maintaining company SLA's.
- Served as first point of contact for incoming technical service calls and emails.
- Assisted customers with various types of technical issues via email, live chat, and telephone.
- Used remote login tools to resolve technical issues using screen sharing, mouse and keyboard control and other tools to assist with technical support issues.
- Performed routine maintenance and software updates on support tools and customer systems.
Customer Care Representative
Raymour & Flanigan
Liverpool, New York
04.2022 - 07.2022
- Documented customer interactions accurately in the database.
- Managed customer complaints by following established procedures.
- Conducted follow-ups to ensure customer satisfaction and retention.
- Maintained knowledge of current products and services offered.
- Answered customer inquiries over the phone and via email.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Escalated unresolved issues requiring further investigation or specialized expertise.
Online Order Specialist
Raymour & Flanigan
Liverpool, New York
05.2020 - 04.2022
- Processed customer orders accurately and efficiently.
- Assisted customers with placing new orders, making changes to existing orders, and canceling orders as needed.
- Provided customer service support by responding promptly to inquiries regarding order status and shipment tracking information.
- Ensured compliance with company policies regarding purchasing procedures.
- Maintained accurate records of all transactions including billing information, shipping details, payment methods.
- Monitored inventory levels and communicated stock-outs or backorders to appropriate personnel.
- Coordinated with warehouse staff to ensure timely delivery of products.
Education
Some College (No Degree) - General Studies
Onondaga Community College
Syracuse, NYSkills
- IT Help desk operations
- Hardware and peripherals
- Office 365
- Desktop support (Onsite and Remote)
- Application support
- Customer service expert
- Active Directory User and Computers
- Manage Engine
- PDQ Deploy
- ITIL Standards (Freshdesk/Team Dynamix)
- SCCM
- Intune
Affiliations
- Computer Building
- Hiking
- Card Games/Gaming
Timeline
IT Support Specialist
Raymour & Flanigan
07.2022 - Current
Customer Care Representative
Raymour & Flanigan
04.2022 - 07.2022
Online Order Specialist
Raymour & Flanigan
05.2020 - 04.2022
Some College (No Degree) - General Studies
Onondaga Community College