Matthew Burow
Alexandria,MN
Summary
IT professional with a strong background in network administration, cybersecurity practices, hardware/software maintenance, and user support. Former Air Force Cyberspace Operations Specialist with hands-on experience managing secure systems, resolving technical issues, and documenting critical procedures. Currently located in Alexandria, MN, with a commitment to bringing reliable, responsive IT solutions to a team-oriented workplace.
Overview
14
14
years of professional experience
Work History
Software Support Consultant
North American Software Associates
05.2025 - Current
- Provide exceptional customer service by responding to client inquiries and troubleshooting issues related to the Eclipse Agency Management System.
- Conduct remote training sessions to help customers understand and use Eclipse software effectively.
- Collaborate closely with developers and support staff to analyze, diagnose, and resolve technical or product issues.
- Maintain detailed documentation of customer interactions, troubleshooting steps, and software resolutions.
- Apply strong communication and problem-solving skills to deliver clear, user-friendly support in a fast-paced environment.
- Continuously expand technical knowledge to quickly learn new features, updates, and integrations within the Eclipse platform.
Fabrication Automater
Alexandria Industries
09.2024 - 05.2025
- Troubleshoot real-time machine issues and coordinate timely resolutions.
- Monitor data systems, record performance metrics, and support production software.
Owner Operator – CDL Contract Driver
Triple H LLC
08.2020 - 08.2024
- Managed digital communications, logistics platforms, and routing apps.
- Maintained records, reports, and compliance documentation independently.
Truck Driver
Henry's Foods Inc.
01.2017 - 08.2020
- Ensured deliveries were on time by following designated routes and adhering to traffic laws.
Cyberspace Operations Specialist
United States Air Force
02.2012 - 04.2016
- Administered and maintained high-security network infrastructure and servers.
- Managed user accounts, access permissions, and secure data protocols.
- Troubleshot system issues and documented solutions to reduce repeat incidents.
- Assisted with software updates, hardware installations, and system monitoring.
- Authored user guides and conducted training for non-technical personnel.
- Integrated new tools to improve help desk workflows and user satisfaction.
Education
Some College (No Degree) - Information Technology
Community College of The Air Force
Skills
- Active Directory
- Windows Server
- IT troubleshooting
- Empathy and patience
- Training and coaching
- Cybersecurity basics
- Infrastructure setup
- Microsoft Office Suite
- Excel (formulas, formatting)
- Help desk protocols
- Ticketing systems
- User documentation
- Maintenance of physical devices
- Strong written and verbal communication
- Detail-oriented
- Efficient problem-solving
- Escalation management
Certifications And Recognition
- Air Force Achievement Medal, Lt. Gen. John Hesterman III
- Information Dominance of the Year, Lt. Gen. Michael Basla
Timeline
Software Support Consultant
North American Software Associates
05.2025 - Current
Fabrication Automater
Alexandria Industries
09.2024 - 05.2025
Owner Operator – CDL Contract Driver
Triple H LLC
08.2020 - 08.2024
Truck Driver
Henry's Foods Inc.
01.2017 - 08.2020
Cyberspace Operations Specialist
United States Air Force
02.2012 - 04.2016
Some College (No Degree) - Information Technology
Community College of The Air Force