Summary
Overview
Work History
Education
Skills
Certification
Awards
Timeline
Generic

Matthew Burgess

Port Orange,FL

Summary

Knowledgeable Network Technician bringing over 10 years' experience in helpdesk support, network administration and device support. Competent in using technical skills and root cause analysis techniques to resolve failures and maintain user productivity. Desire for long-term position with room for career advancement.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Technical Delivery Contractor

TMG Global
03.2024 - 06.2024
  • Delivered consistent results under pressure by maintaining focus on key objectives while adapting to shifting priorities and tight deadlines.
  • Conducted regular performance evaluations to identify areas for improvement, provide constructive feedback, and support professional growth among team members.
  • Increased customer satisfaction ratings by proactively addressing concerns, implementing feedback, and ensuring timely resolution of issues.
  • Monitored and tracked project progress to support timely completion.
  • Wrote, updated and maintained project documentation.
  • Coordinated with external vendors to deliver IT project components.
  • Ensured compliance with industry standards and best practices in all aspects of software development through rigorous quality assurance protocols.

Network Technician

Greystone IT
11.2015 - 04.2021
  • Installed and managed connected hardware and application components to assure nonstop environment operations
  • Analyzed network issues, developing fixes and troubleshooting problems to maintain organizational effectiveness
  • Verified proper working order of hardware and peripherals at all times
  • Troubleshot and resolved issues with devices such as computers, network, phone systems, printers and copiers for end users
  • Updated and reconfigured existing and new computers with current software and operating systems
  • Received and prioritized support requests to maximize resource utilization
  • Created and updated technical documentation for network installations and changes to existing installations
  • Trained team members and users in newly implemented and emerging technology to enhance business productivity
  • Installed wiring, cabling and devices to establish, repair and improve network operations
  • Evaluated local area network (LAN) and wide area network (WAN) performance data to verify availability and speed, identifying network problems.

Technical Support Analyst II/MAC Resource Analyst

Halifax Health
07.2011 - 11.2015
  • Schedule walkthroughs with client to determine resource allocation
  • Image and deploy new equipment from inventory
  • Responsible for all networking and programming of new equipment
  • Gather permits for electrician to site new electric receptacles and cat 6 network drops
  • Collaborated with company staff to optimize working environment and customer service
  • Ran routine phone troubleshooting and configuration
  • Trained department staff and guided them in analytical areas of difficulty
  • Collected information through client phone calls to identify and report product problems
  • Provided business-clients with efficient support – Responded to phone calls, emails, and in-person requests
  • Installed software, configured and tested customer PC’s, analyzed functionality of peripheral appendages
  • Worked closely and effectively with vendors to replace/repair defective hardware and software
  • Instructed and trained end-users regarding computer literacy.

Education

A.S. Network Systems Administration -

DeVry University
10.2010

Skills

  • Virus and spyware removal
  • Advanced knowledge of diagnostic techniques
  • Customer service-focused
  • Outstanding analytical, problem-solving, and troubleshooting ability
  • Great Communication (oral and written)
  • Customer service and interpersonal skills
  • Both independent and team worker, as required
  • Tier I, II and III Level hardware and application support

Certification

  • CompTIA A+, 04/30/2013
  • CompTIA Network+, 04/28/2015
  • CompTIA Security+, 02/11/2016
  • CompTIA Project+, 02/26/2016

Awards

  • 2016 Greystone IT Teamwork Award for AD Migration
  • 2017 Greystone IT Teamwork Award for GHCM IT

Timeline

Technical Delivery Contractor

TMG Global
03.2024 - 06.2024

Network Technician

Greystone IT
11.2015 - 04.2021

Technical Support Analyst II/MAC Resource Analyst

Halifax Health
07.2011 - 11.2015

A.S. Network Systems Administration -

DeVry University

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Matthew Burgess