Summary
Overview
Work History
Skills
Professional Development
Timeline
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Matthew Chaney

Utopia,TX

Summary

I am an: Analytical IT Systems Engineer with hands-on experience delivering innovative solutions to support hybrid infrastructure across AWS and data centers. Adept at building automated systems, monitoring system health, and collaboratively deploying new technology and systems upgrades. I excel at troubleshooting complex technical issues while ensuring stability, integrity, and efficient systems operations to enhance the customer experience and boost business success.

Overview

8
8
years of professional experience

Work History

Sr. Windows Support Engineer

Rackspace Technology
06.2022 - 07.2023
  • Deliver high-level customer experience by serving as technical expert in hosting environments including web, database, mail servers
  • Provided Escalation point of contact support for over 750+ calls daily to the Windows Engineering team
  • Recognized as Sophos SME by displaying the highest level of resolved Sophos Enterprise tickets.
  • Mentor and coach staff within the Systems Support team, inspiring a culture of continuous learning and efficient troubleshooting.
  • Manage complex project initiatives, leveraging expertise in database servers, virtualization technologies, and Azure products to deploy and manage customer workloads in the cloud.
  • Achieve optimal performance and reliability of customer infrastructure by implementing server hardware, networking, backup, and storage solutions.
  • Maximize uptime by analyzing, troubleshooting, and implementing highly available systems for customers.
  • Implemented enterprise-customer on-prem and cloud security services such as Sophos Enterprise or SCOM based on client technical requirements.
  • Utilized Azure Monitor to manage and monitor VM instances for any instability or performance degradation.
  • Supported enterprise clients by utilizing Azure VMWare services to redeploy, extend, and run Azure VM instances as well as provide extensive monitoring and administration assistance as requested.
  • Required to provide afterhours support on a scheduled rotation and was additional part of an overflow afterhours group in case of emergency outages.
  • Routinely assist customers with standing up Hyper-V machines on domain controllers for access and utilization by external-employee’s.
  • Provided additional deep analysis using Resource Monitor and Process Monitor as required during periods of infrequent server performance issues to attempt to diagnose and resolve issues.

Systems Engineer

USAA
07.2019 - 06.2022
  • Manage, deploy, troubleshoot, and maintain enterprise infrastructure (50K+ virtual devices), including VMWare, Azure, and AWS cloud service
  • Provide access management and licensing to support 100K+ users on the O365 platform
  • Monitor environment health and provide high level support to executive team.
  • Configured, implemented, and managed systems and technologies including Azure VMWare virtual infrastructure platforms and devices, continuously improved infrastructure configuration processes.
  • Provided Tier-3 escalation point assistance to IT Service Desk and Remote Support teams to quickly and efficiently diagnose and solve issues.
  • Improved productivity and efficiency to Knowledge Base by updating and/or retiring 70% of outdated articles.
  • Played a key role in performing root cause analysis and uncovering a critical vulnerability in Citrix Workspace deployment; designed an innovative solution to resolve an enterprise Windows 10 audio issue following an upgrade.
  • Introduced automated and streamlined processes to reduce callback volume to on-call line by 75%.
  • Utilized Lakeside SysTrack monitoring application to monitor vCenter hypervisors and virtual machines for any performance issues or downtime.
  • Assisted Global Solutions team with resolving a Global enterprise-level software delivery issue in which an untested JRE deployment caused an outage across the environment, which we found the issue and rectified using an Oracle provided JRE patch then deployed via SCCM to the affected machines.
  • Worked with Deskside Support team on performing deep root cause analysis with virtual and on-prem devices that failed OS deployment.
  • Assisted IT Helpdesk with designing and deploying Palo Alto Global Protect in a wave-deployment style across the enterprise.
  • Assisted IT Helpdesk with internal employees unable to connect to wireless networks in USAA Offices by utilizing F5 firewall software to verify blacklists and verify assigned IP addresses.

Senior Technical Support Specialist

CopSync, Inc.
01.2016 - 10.2017
  • Identified, analyzed, and developed solutions to resolve critical issues in a 24x7 environment supporting over 2000 users
  • Developed tools to support desktop systems and users, as well as vendors integrating with COPsync system
  • Upgraded and deployed new and replacement systems and equipment
  • Resolved end user hardware, software, and network issues
  • Worked with outside vendors to problem solve and deliver effective resolutions.
  • Installed, repaired, troubleshot, and maintained systems to optimize stability, efficiency, and customer experience.
  • Deployed and configured Microsoft Windows Server 2016 environment to support law enforcement in-car video management solutions.
  • Installed and configured Cisco wireless router solution across a variety of city and local government server sites.
  • Worked with CTO to improve network and database troubleshooting processes, and procedures.
  • Designed Court Integration Client using C# to output code from COPsync program into an .XML format for courts to integrate and pull data to their citation database software.
  • Provided SQL Database support for customer’s requiring data analysis performed on Chat History, GPS tracking, and Incident/Crash/Citation reporting data as requested by clients.

Skills

  • Powershell
  • Office 365
  • Self-starter
  • OS Administration (Windows, Mac, Linux)
  • OneDrive
  • Incident Management
  • SCCM
  • Communication
  • Process Improvement
  • Virtualization
  • SAN/NAS
  • Project Management

Professional Development

  • CompTIA Network+
  • CompTIA Security+
  • CompTIA A+
  • Cisco Certified Network Associate – Routing & Switching (CCNA R&S)
  • Microsoft Certified Solutions Associate (MCSA)
  • Amazon AWS Certified Cloud Practitioner
  • Microsoft Azure Fundamentals (AZ-900)
  • VMWare Certified Advanced Professional-Data Center Virtualization (VCAP-DCV)

Timeline

Sr. Windows Support Engineer

Rackspace Technology
06.2022 - 07.2023

Systems Engineer

USAA
07.2019 - 06.2022

Senior Technical Support Specialist

CopSync, Inc.
01.2016 - 10.2017

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Matthew Chaney