Technical support
Technical troubleshooting
System troubleshooting
Problem-solving
Matthew Robert Cherson
Technical Support Leader
New Hyde Park,NY
Summary
Strategic and service-oriented IT professional with over a decade of experience in technical support, systems administration, and team leadership across educational institutions and enterprise SaaS environments. Proven ability to define and implement KPIs, lead quality assurance initiatives, and drive continuous improvement across globally distributed support teams. Recognized for mentoring new hires, standardizing support processes, and leveraging data to enhance customer satisfaction. Adept in Jamf Pro, asset management, and CRM/ticketing platforms, with a deep commitment to operational excellence, cross-functional collaboration, and delivering a world-class customer support experience.
Overview
11
11
years of professional experience
7
7
years of post-secondary education
3
3
Certifications
Work History
Technical Support Engineer II
Jamf
03.2024 - Current
- Mentored and onboarded new hires, ensuring seamless integration and high performance within the team
- Created and maintained dashboards to measure and track KPIs, enhancing decision-making and operational efficiency
- Played a key role in developing and refining IT processes, contributing to the overall improvement of IT service management (ITSM) strategies
- Act as an escalation point for technical questions and case consultations for our most complex standard support issues and environments, and working with our enterprise customers
- Supported implementation of quality assurance dashboards and reporting using internal tools
- Led internal initiatives focused on increasing customer satisfaction and standardizing high-quality support responses
Technical Support Engineer I
Jamf
11.2022 - 03.2024
- Level 3 in the Technical Support Department with a global company
- Work directly with customers to troubleshoot, recreate, and/or resolve support issues related to Jamf products and supporting technologies
- Act as an escalation point for technical questions and case consultations for our most complex standard support issues and environments, and working with our enterprise customers
- Utilize available resources to independently resolve support issue
Information Technology Specialist II
Nassau BOCES
06.2021 - 11.2022
- Managed LMS to support organizational training needs, facilitating smooth operations and effective access to training materials
- Led Jamf integrations and audits, aligning best practices to enhance IT efficiency and asset management
- Monitors and executes the daily operational activities needed to manage IT services and the supporting IT infrastructure, including: Office 365, Azure Virtual Machines, VM Ware, Aruba and Cisco switches and WiFi
- Lead on JAMF integrations and setups
- Performed audits and made recommendations for best practices
- Applied these recommendations
- Performed Server migrations and jump-start new products
- Created and standardized KPI metrics across departments to align service quality and efficiency benchmarks.
- Engaged with over 50 technology directors to establish consistent evaluation criteria
- Designed and deployed IncidentIQ for ticketing and asset management, improving visibility into service quality.
District Systems and Networking Administrator
Sewanhaka Central High School
08.2014 - 04.2021
- Developed and taught professional development sessions to educators and staff, focusing on technology integration and system use, enhancing digital fluency and operational efficiency within the district
- Managed the Learning Management System (LMS) to support instructional needs and professional development initiatives, ensuring seamless access and functionality for users
- Defined and tracked health metrics for IT operations, ensuring high availability and performance of systems
- Deployed and Maintains 10,000 iPads and 5,000 MacBooks using JAMF daily
- Configure multiple VLANS and DHCP Scopes across 5 different buildings
- Planned, organized, and implemented upgrade of HPE Aruba Switches
- Designed a new network for a private IP address scheme
- Deployed Windows 10 image to over 500 Machines using SCCM
- Scaled the technology department from 3 to 11 staff members, managing quality assurance, onboarding, and development.
- Implemented 1:1 Plus for asset management and ticketing, streamlining issue tracking and resolution monitoring.
- Led retrospectives and continuous improvement cycles to assess performance trends and introduce process optimizations.
Education
Masters of Business Administration - Information Technology
Empire State College
Saratoga Springs, New York 09.2023 - 05.2026
Bachelor - Computer Science
Empire State College
Saratoga Springs, New York 09.2016 - 05.2019
Associate of Arts - Technical Theater
Nassau Community College
Garden City, New York 09.2014 - 05.2016
Skills
Certification
Jamf Certified Expert, 11/21
Jamf Certified Admin, 07/20
Jamf Certified Tech, 01/20
Timeline
Technical Support Engineer II
Jamf
03.2024 - Current
Masters of Business Administration - Information Technology
Empire State College
09.2023 - 05.2026
Technical Support Engineer I
Jamf
11.2022 - 03.2024
Information Technology Specialist II
Nassau BOCES
06.2021 - 11.2022
Bachelor - Computer Science
Empire State College
09.2016 - 05.2019
Associate of Arts - Technical Theater
Nassau Community College
09.2014 - 05.2016
District Systems and Networking Administrator
Sewanhaka Central High School
08.2014 - 04.2021
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