Matthew DeRousse
Technical Support
Hampton,VA
Summary
Hardworking and passionate job seeker with strong organizational skills eager to secure a position with a good team and being able to interact with people. I love working on a team and assisting people with day to day IT issues.
Overview
8
8
years of professional experience
3
3
years of post-secondary education
Work History
Tier 1 Support Technician
Foundation Risk Partners
05.2023 - Current
- Identified recurring system issues, escalating them to relevant departments for further investigation and resolution.
- Participated in regular training sessions to stay current with industry trends, improving skills and expanding areas of expertise.
- Handled sensitive client data responsibly, adhering to strict privacy policies and maintaining confidentiality at all times.
- Delivered exceptional customer service through active listening and empathetic problem-solving techniques.
- Optimized team efficiency by proactively identifying areas for improvement and implementing process enhancements.
- Contributed to the development of internal procedures by providing valuable insights gained from hands-on experience in Tier 1 support roles.
- Enhanced team productivity by sharing knowledge of industry best practices and emerging technologies.
- Provided remote support for on-site and remote users through various remote connection methods.
- Managed a ticket queue and provided detailed notes on the issues as well as step by step instructions on resolution.
- Created documentation and provided feedback for policies and procedures.
- Managed and configured various Microsoft-related products such as Office 365, Azure, Exchange, and intune.
- Maintained and assisted with the company's insurance software and databases.
- Coordinated with the different departments to resolve issues outside of the T1 scope.
- Onboarded users and documented the process to ensure a smooth onboard.
- Assisted with the deployment, support, and recovery of Lenovo-based products.
- Assisted with business integration and troubleshooting.
Technical Support Engineer
McKinley Irvin
10.2016 - 04.2023
- Primary point of contact for IT related issues.
- Imaged and managed HP and Dell hardware using ManageEngine and manufacture specific management software for software deployment and updates.
- Managed Microsoft services and accounts on-prem, in o365, and in Azure.
- Managed and configured virtual machines through Microsoft and VMware on-prem and in the cloud.
- Resolved software related issues. (O365, Coyote Analytics, Horizon Client, Zoom being the primaries)
- Managed tickets through happyfox.
- Managed and configured phone and virtual meeting solutions. (Cisco and Zoom)
- Utilized remote solutions to assist end-users. (Zoom, TeamViewer, Zoho, LogMeIn, DWService, Microsoft Teams)
- Wrote documentation and created policies. (Zavanta, OneNote, Sharepoint)
- Assisted end-users with home and office network related issues to ensure stability when connecting to the virtual environment.
- Daily inspections of critical services to ensure optimal uptime.
- Configured and maintained Miraki hardware devices and services.
- Escalated issues to tier 2/3 support when unable to resolve the issues.
- Maintained a professional appearance when in office and working from home.
Education
High School Diploma -
Poquoson High School
Poquoson, VA 06.2008 - 06.2011
Skills
Performance Optimization
Software Debugging
Technical fault tracking
Root cause analysis
Remote Support
IT Infrastructure Planning
Staff education and training
Technical documents comprehension
Data recovery
Technical issues analysis
Software diagnosis
Application support
Desktop support
Mac systems
Customer service expert
Timeline
Tier 1 Support Technician
Foundation Risk Partners
05.2023 - Current
Technical Support Engineer
McKinley Irvin
10.2016 - 04.2023
High School Diploma -
Poquoson High School
06.2008 - 06.2011
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