Matthew Dixon
Tampa,FL
Summary
Results-driven IT professional in technical support and equipment management. Personable and dedicated with extensive experience. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Desktop Support Technician
Apex Systems (Moffitt Cancer Center)
Tampa, FL
11.2024 - Current
- Responded to and resolved incidents and requests for assistance with computer systems, and provide a superior customer support experience for all users.
- Installed computer hardware and software, including desktops, laptops, printers, scanners, tablets, WOW carts, operating systems, audio-video equipment, phones, and applications. This includes the installation and relocation of devices, as required.
- Maintained documentation for each incident and request, and escalated complex problems to the next level of support, per documented procedures.
- Followed organizational standards for devices and software, as approved and directed by leadership. Reported any nonstandard installations of software or hardware to leadership.
- Worked with networking and systems administration staff, as required, to provide proper end-user-related network, servers, and applications/systems.
- Contributed to maintaining hardware and software license inventory records.
- Assisted fellow IT support technicians to improve teamwork, knowledge, and customer service. Take appropriate direction from the supervisor, manager, and senior leadership.
Dedicated Onsite Support Technician
Essential Network Technologies
Saint Peters, Missouri
03.2021 - 06.2024
- Provided onsite technical support for hardware and software issues to end-users
- Performed troubleshooting, repairs, installation and maintenance of computers, printers, scanners and other peripherals
- Responded to customer inquiries regarding computer software or hardware operation to resolve problems in a timely manner
- Implemented security measures including anti-virus protection and patch management solutions
- Assisted with the setup of new workstations according to company standards
- Tested computer components such as memory cards, hard drives, CD-ROMs for functionality
- Resolved issues related to LAN and WAN networks including IP addressing configuration
- Configured various types of wireless devices
- Maintained inventory records of all IT equipment deployed across multiple sites
- Created user accounts, profiles and set permissions in accordance with company policies
- Performed data backup operations using appropriate tools and software applications
- Managed day-to-day activities related to IT helpdesk operations within the organization
Laboratory Technician
UNIVERSITY OF TECHNOLOGY School of Engineering and Technology
11.2016 - 11.2020
- Provided training to end users on basic use of office automation tools such as MS Office Suite
- Provided operational and technical support for e-service issues via telephone, electronic communication and desk-side services
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users
- Used remote login tools to assist clients with technical and product questions
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support
- Maintained records of data communication transactions, problems and remedial actions or installation activities
- Offers Technical support to staff and students
- Provide instructions to all lab users on proper usage of equipment
- Manages the maintenance of Lab computers
- Manages the Lab operations
- Ensure Laboratory rules are adhered to
- Monitor files and programs that are downloaded on computer to prevent spyware and malware and other harmful programs
- Diagnose and fix hardware and software issues
- Conducts regular maintenance on the computer lab
- Perform regular software backups
- Changes toners in printers, add paper and ensure proper functioning of all printers in the lab
- Guide lab users to safety in the event of fire or an emergency
- Compile and file all reports required
- Imaging of Computer using ACRONIS software
Clerical Officer
HEART Trust NTA
Kingston, JA
01.2013 - 01.2016
- Provided operational and technical support for e-service issues via telephone, electronic communication and desk-side services
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users
- Used remote login tools to assist clients with technical and product questions
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support
- Maintained records of data communication transactions, problems and remedial actions or installation activities
Surveillance Clerk
Winsome Groceries
Yallahs, JA
03.2012 - 05.2012
- Monitor computerized surveillance system; assist with daily trading activities of the business
- Implementation of Marketing Strategies for Sexual Education in the inner cities
- Filing, data entry, assisting with health educational activities, telephone operator, and photocopying.
Education
Bachelor of Science - Information Communication Technology
Vocational Training Development Institute
Kingston, Jamaica12.2019
NVQ-J - Business Management - Level III
HEART Trust NTA
JA01.2015
High School Diploma -
Jamaica College
Kingston, JA06.2011
Skills
- Interpersonal skills
- Troubleshooting / Problem Solving
- Flexibility
- Remote support
- Time Management
- Prioritization
- Analytical thinking
- Effective communication
- Attention to details
- Adaptability
- Customer service
- Software troubleshooting
- Hardware troubleshooting
- Computer maintenance
- Printer maintenance
- Active listening
- Website design
- VMWare
- Telephone operations
- Cash management
- Cashiering
- Ledger
- Printers
- Computer configurations
- System diagnostics
- Network administration
- Collaboration
- PPE use
- Team player
- Multitasking
Certification
- A+
- IT essentials
- Network+
- Intermediate Computer Security Training
Hobbies and Interests
- Increasing knowledge
- Increasing expertise
- Adding significant value to employment
- Maintaining high customer satisfaction
- Improving delivery and cost efficiency
References
Will be available upon request
Activities
- Vice President, West Albion Citizens Associations, 2015-present
- Vice President, Holiness LightHouse Church, 2010-2011
- Member, Young People United for Purpose
Timeline
Desktop Support Technician
Apex Systems (Moffitt Cancer Center)
11.2024 - Current
Dedicated Onsite Support Technician
Essential Network Technologies
03.2021 - 06.2024
Laboratory Technician
UNIVERSITY OF TECHNOLOGY School of Engineering and Technology
11.2016 - 11.2020
Clerical Officer
HEART Trust NTA
01.2013 - 01.2016
Surveillance Clerk
Winsome Groceries
03.2012 - 05.2012
Bachelor of Science - Information Communication Technology
Vocational Training Development Institute
NVQ-J - Business Management - Level III
HEART Trust NTA
High School Diploma -
Jamaica College
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