Matthew Casper
Menomonee Falls
Summary
Results-driven Computer Support Specialist adept at resolving technical issues for over 200 users. Expertise in managing user accounts and preparing billing reports, contributing to seamless operations and enhanced customer satisfaction. Proficient in leveraging CRM and ticketing systems to deliver timely support.
Overview
12
12
years of professional experience
Work History
Fulfillment Analyst Associate
Cotality
Wauwatosa
01.2023 - 03.2026
- Acted as subject matter expert for HubSpot client notification system, promoting effective communication.
- Utilized JIRA for project management and task tracking, enhancing team collaboration and project visibility.
- Processed user account requests for existing accounts, ensuring seamless access and support.
- Prepared billing reports for internal stakeholders, facilitating timely financial reviews.
Spatial Implementation Associate
Cotality
Wauwatosa
04.2020 - 01.2023
- Processed user account requests for existing accounts to ensure timely access
- Implemented new customer accounts
- Resolved billing and account issues to enhance customer satisfaction
- Managed project tasks using JIRA to streamline workflow
Technical Support Center
Cotality
Wauwatosa
03.2018 - 04.2020
- Provided technical support to over 100 users, ensuring timely issue resolution.
- Resolved billing, account, and technical issues for customers, enhancing user satisfaction.
- Managed customer relationships using Clientele software, improving service efficiency.
- Extensive knowledge pertaining to Insurance and Spatial products.
- Adapted to situations within a fast-paced environment
Technical Analyst
VCPI
Milwaukee
05.2017 - 08.2017
- Supported over 100 users with technical issues, ensuring timely resolutions.
- Utilized ServiceNow to track and manage IT service requests, improving response times.
- Handled 20-30 technical support calls daily, providing effective troubleshooting and solutions.
- Troubleshooting VPN connections.
- Office 365 & Outlook troubleshooting.
- Worked within Citrix environments.
- Printer installation and support.
Service Desk Analyst
Ellsworth Adhesives
Germantown
03.2017 - 06.2017
- Provided support for 100+ users, resolving technical issues promptly.
- Managed customer inquiries through Kayako ticketing system, ensuring efficient issue resolution.
- Handled 5-10 calls daily, including Skype communications, to assist users with technical challenges.
- Windows 10 & Office 365 Troubleshooting.
- Proprietary software install and troubleshooting.
- Skype for business setup and troubleshooting.
Help Desk Technician
Rexnord Corporation
Milwaukee
08.2016 - 11.2016
- Provided technical support to over 200 users, ensuring timely issue resolution.
- Processed and resolved user requests efficiently.
- Handled request processing while prioritizing back-end support over phone communications.
- New user account creation in AD & Exchange.
- Used Service Now.
Service Desk Technician
Northwestern Mutual
Franklin
03.2016 - 08.2016
- Supported and installed mobile apps to enhance user accessibility and functionality.
- Supported 200+ users.
- Handled over 20 customer support calls daily, resolving inquiries to maintain user satisfaction.
- Utilized HPSM software to manage service requests and incidents.
- Re-imaged field PCs with proprietary software to ensure optimal performance and compliance.
- Performed data backup and restoration to ensure system reliability.
PC Technician
Pillar Induction
Brookfield
01.2015 - 03.2016
- Provided support to more than 50 users to resolve technical challenges.
- Provided technical support for end-user applications, ensuring consistent functionality.
- Managed 5-10 incoming calls daily, delivering timely assistance and effective solutions.
- Configured new machines and created user accounts to facilitate user onboarding.
- Configured and activated company mobile devices for employee use.
IT Administrator
Sattell, Johnson & Appel
Menomonee Falls
07.2014 - 01.2015
- Provided technical support to over 40 users daily.
- Resolved user tickets and provided issue assistance.
- Managed 5 to 10 incoming support calls daily.
- Maintained printers and set up new machines for users.
- Utilized Spice Works for IT support tasks.
- Worked with CCH and Microsoft products.
Education
Associate of Applied Science - IT - Computer Support Specialist
Waukesha County Technical College
Village of Pewaukee, WI01-2014
Skills
- Billing and reporting expertise
- Process implementation
- Active Directory management
- User account management
- Ticketing system proficiency
- Windows troubleshooting and support
- VPN troubleshooting
- Hardware installation and troubleshooting
- Mobile device management
- Printer support and maintenance
- Microsoft Office and 365 proficiency
- Microsoft Teams collaboration
- Technical documentation skills
- Self-motivation
- Organizational skills
- Verbal communication
- Conflict resolution
Timeline
Fulfillment Analyst Associate
Cotality
01.2023 - 03.2026
Spatial Implementation Associate
Cotality
04.2020 - 01.2023
Technical Support Center
Cotality
03.2018 - 04.2020
Technical Analyst
VCPI
05.2017 - 08.2017
Service Desk Analyst
Ellsworth Adhesives
03.2017 - 06.2017
Help Desk Technician
Rexnord Corporation
08.2016 - 11.2016
Service Desk Technician
Northwestern Mutual
03.2016 - 08.2016
PC Technician
Pillar Induction
01.2015 - 03.2016
IT Administrator
Sattell, Johnson & Appel
07.2014 - 01.2015
Associate of Applied Science - IT - Computer Support Specialist
Waukesha County Technical College