Matthew Dragt
Columbus,OH
Summary
Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products. Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
6
6
years of professional experience
Work History
IT Service Desk Tier 2
Community Choice Financial
11.2021 - Current
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Used ticketing systems to manage and process support actions and requests.
- Documented support interactions for future reference.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Monitored systems in operation and quickly troubleshot errors.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Translated complex technical issues into digestible language for non-technical users.
- Diagnosed and troubleshot hardware, software and network issues.
- Researched and identified solutions to technical problems.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
IT Help Desk Technician
Red Roof Inn
04.2018 - 11.2021
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Documented support interactions for future reference.
- Monitored systems in operation and quickly troubleshot errors.
- Used ticketing systems to manage and process support actions and requests.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
Education
Bachelor of Science - 3000 Ming Ave, Bakersfield, CA 93304
DeVry University, Bakersfield California
Bakersfield, CA03.2015
Skills
- Operating Systems Knowledge
- Problem Solving
- Ticketing System Proficiency
- Hardware Support
- Software Support
- Adaptability
- Remote Support
- Technical Troubleshooting
- Active Listening
- Customer Service
- Network Troubleshooting
- Time Management
- Application Support
- Critical Thinking
- Conflict Resolution
- TCP/IP
- Windows 10
- Windows server 2019
- DHCP
- SCCM
- Network Diagnostics
- User Credential Management
Accomplishments
- Best Employee in [Employee of the month] award.
- Trained and led technical support teams of more than 10 support specialists.
Timeline
IT Service Desk Tier 2
Community Choice Financial
11.2021 - Current
IT Help Desk Technician
Red Roof Inn
04.2018 - 11.2021
Bachelor of Science - 3000 Ming Ave, Bakersfield, CA 93304
DeVry University, Bakersfield California