Matthew Diramacca
Naples
Summary
Dynamic IT professional with a proven track record at Oni Studios, excelling in ticket management and remote support. Adept at enhancing customer satisfaction through effective problem-solving and team training. Skilled in hardware diagnostics and committed to maintaining high service standards, ensuring seamless technical support and operational efficiency.
Detail-oriented, organized, and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
Overview
7
7
years of professional experience
Work History
IT Help Desk Agent
Oni Studios
11.2023 - Current
- Managed high levels of call flow and responded to technical support needs.
- Used ticketing systems to manage and process support actions and requests.
- Generated reports to track performance and analyze trends.
- Researched and identified solutions to technical problems.
Assistant Store Manager
Jimmy Johns Gourmet Subs
09.2020 - Current
- Maintained positive customer relationships by responding quickly to customer service inquiries.
- Provided weekly work schedules to employees to accommodate business demands and vacation requests.
- Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
- Processed payments for credit and debit cards and returned proper change for cash transactions.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Service Manager
The Warehouse Cuisine and Cocktails
01.2018 - 08.2020
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Met with customers to discuss service needs and offer available solutions.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Implemented strategies to increase customer service satisfaction ratings.
Education
Associate of Science - Computer Applications Development
Florida SouthWestern State College
Fort Myers, FL05-2024
High School Diploma -
Palmetto Ridge High School
Naples05-2020
Skills
- Active directory
- Security protocols
- Application support
- Hardware diagnostics
- Ticket management
- Remote support
- Service support
Accomplishments
- Recipient of individual and departmental awards for providing stellar client service.
Timeline
IT Help Desk Agent
Oni Studios
11.2023 - Current
Assistant Store Manager
Jimmy Johns Gourmet Subs
09.2020 - Current
Service Manager
The Warehouse Cuisine and Cocktails
01.2018 - 08.2020
Associate of Science - Computer Applications Development
Florida SouthWestern State College
High School Diploma -
Palmetto Ridge High School
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