Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Matthew Brian

IT/Client Experience Manager
Margate,FL

Summary

Proactive and meticulous Team leader with over 10 years of experience in Retail, IT and Client Experience. Proficiencies in inventory control, change management, staff training and development. Customer-oriented team player with expertise generating optimal satisfaction levels while reducing costs, and building profits.

Overview

13
13
years of professional experience
6
6
years of post-secondary education
8
8
Certifications

Work History

Market Trainer

Amazon
Fort Lauderdale, FL
04.2022 - Current
  • Directly responsible for brand advocation and sales within offline big-box retail partners in West Palm, Broward, and Miami.
  • Partnered with local management to conduct individual training needs analysis for required coaching and training.
  • Participated in business improvement groups to capture information and feedback for topic delivery and training mandates.
  • Improved training program effectiveness while monitoring, evaluating, and recording initiatives to deliver management feedback for corrective action planning.
  • Created curricula, instructions, documents, and written tests for various types of training courses for 500+ employees..
  • Supported leadership by participating in team meetings and workshops to identify process improvements and quality measures for ongoing training.

Technology Productivity Consultant

Northwestern Mutual
Fort Lauderdale, FL
06.2019 - 04.2022
  • Spearheaded implementation, training, and usage of proprietary and 3rd party hardware and software for 300+ employees and contractors across 9 locations in the South Florida Market
  • Built and mobilized a passionate and high-impact customer-focused IT team dedicated to client success.
  • Achieved highest levels of growth of “in-use” equipment recorded, with a 10% increase YOY
  • Facilitate and steer the development of nationwide training programs and collateral utilized in onboarding
  • Provide B2B technology consultation services with a focus on enhanced workflow and process efficiency.
  • Created and implemented change management plans and coordinated with senior leadership to provide up-to-date initiatives and metrics.

Senior Field Technician

Amazon
Miami, FL
08.2017 - 06.2019
  • Provided leadership and training for nationwide network of technicians.
  • Facilitated opening of four markets (Chicago, Minneapolis, Miami, and Fort Myers).
  • Assisted with onboarding and created training materials for ongoing technician education.
  • Directly responsible for product inventory exceeding $250K
  • Travel to customers' homes to set up or help troubleshoot technology products.
  • Review products and provide helpful guides through blog entries or videos.
  • Share customer feedback and insights with fellow Field technicians and other Amazon teams.
  • Maintained 5-Star Rating for over 200+ appointments facilitated
  • Traveled cross country to support over 12 markets, consumer and commercial customers.

Senior Technician

Mac Genius, Apple
Boca Raton, FL
02.2012 - 08.2017
  • Provide world-class technical support for Apple Retail.
  • Worked with a full spectrum of customers, such as brand new users, by translating technical jargon to English and Apple support professionals managing deployments of Apple products.
  • Responsible for constant changes in technical knowledge, timely repair skills, and continuous multi-tasking under a tight appointment system.
  • Worked closely with the business team to provide client training on various professional topics.
  • Experienced a busy environment where the technical team is integral to the success of sales through the recommendation of new ownership.
  • Became a mentor, providing leadership and direction to a team of over 50 technicians to help them grow and accomplish company initiatives.
  • Top ten percent of technical reservations this past year, resolving issues for over 2000 customers.
  • Consistently received top marks in Net Promoter Surveys, including recognition for the highest score beginning through mid-2015.

Technical Specialist

Apple
Boca Raton, FL
02.2012 - 06.2014
  • Responsible for repairing customer relationships through troubleshooting technical issues, and presenting solutions to any situation.
  • Utilized troubleshooting techniques to solve all customer issues in a "While you wait" interaction.
  • Provided customer training in Apple-Developed Professional and Consumer applications on Mac and OS devices.
  • Worked with customers to find the best product and workflow solutions to suit their needs.

Education

Bachelor of Science - Business Administration

Western Governors University
Salt Lake City, UT
09.2022 - 03.2023

Trade Certificate - Television Production

Marjory Stoneman Douglas High School
Parkland, FL
08.2009 - 06.2011

High School Diploma -

Marjory Stoneman Douglas High School
Parkland, FL
08.2007 - 06.2011

Skills

Employee training

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Certification

Apple Certified Macintosh Technician (ACMT)

Timeline

Bachelor of Science - Business Administration

Western Governors University
09.2022 - 03.2023

Market Trainer

Amazon
04.2022 - Current

Certified Trainer

03-2020

Technology Productivity Consultant

Northwestern Mutual
06.2019 - 04.2022

Senior Field Technician

Amazon
08.2017 - 06.2019

Apple Certified Macintosh Technician (ACMT)

09-2014

Apple Mobile Device Certified Technician

03-2012

Senior Technician

Mac Genius, Apple
02.2012 - 08.2017

Technical Specialist

Apple
02.2012 - 06.2014

PC Basics

01-2011

Windows XP Professional

01-2011

Microsoft Office

01-2011

Windows 7

01-2011

Phishing

04-2010

Trade Certificate - Television Production

Marjory Stoneman Douglas High School
08.2009 - 06.2011

High School Diploma -

Marjory Stoneman Douglas High School
08.2007 - 06.2011

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Matthew BrianIT/Client Experience Manager