Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Matthew Fetto

Manchester Township,NJ

Summary

Experienced IT Support Technician with a strong background in troubleshooting hardware, software, and network issues across diverse environments. Skilled in firewall management, system administration, virtualization, and security solutions, with hands-on expertise in Microsoft 365, Azure, Intune, and Meraki. Adept at providing remote and onsite technical support, managing escalated tickets, and ensuring seamless deployments through Windows imaging, MFA setup, and system upgrades. Known for strong problem-solving skills, effective communication, and a customer-focused approach, ensuring efficient resolution of IT challenges in both team-based and independent settings.

Overview

6
6
years of professional experience

Work History

Service Desk Technician

Sourcepass
01.2024 - Current
  • Managed ticketing system effectively, prioritizing tasks based on urgency and impact on business operations.
  • Conducted regular maintenance on hardware and software systems, ensuring optimal performance levels.
  • Participated in cross-functional teams to support IT projects, contributing technical expertise as needed.
  • Assisted users remotely to diagnose and resolve hardware, software, or network-related issues efficiently.
  • Diagnosed and troubleshot hardware, software, and network issues, providing timely resolutions to minimize downtime.
  • Configured and managed firewall settings, including whitelisting, GEO-IP exclusions, and setting up users with NetExtender VPN.
  • Handled Meraki appliance licensing, ensuring timely renewal for switches and wireless access points to maintain network efficiency.
  • Performed SSL certificate renewals, ensuring secure and uninterrupted access to critical systems and services.
  • Developed PowerShell scripts to automate workflows, improving efficiency and productivity for team members.
  • Provided remote IT support, guiding users through workstation setups over the phone for seamless onboarding.
  • Delivered exemplary customer service, facilitating clear communication between team members and clients to resolve IT concerns efficiently.
  • Diagnosed and troubleshot security software issues, working with SentinelOne, DNS Filter, and Threatlocker to maintain system security.
  • Managed escalated support tickets, troubleshooting complex issues and assisting team members with resolution.
  • Collaborated with different departments to update and maintain documentation for key IT processes and tasks.
  • Worked closely with team members, assisting with tickets and tasks to enhance workflow and service quality.

Onsite IT Technician

TechKeys
01.2019 - 01.2024
  • Managed and completed support tickets, ensuring timely resolution of technical issues.
  • Performed hardware repairs and troubleshooting, diagnosing and resolving workstation, networking, and software issues.
  • Installed and configured software, ensuring users had access to the necessary applications.
  • Deployed Windows images using WDS and MDT, streamlining workstation setups for new and existing users.
  • Set up and configured Multi-Factor Authentication (MFA) for 500+ users, enhancing security.
  • Imaged and prepared workstations for end users, ensuring smooth deployments.
  • Followed up with clients after hardware repairs to ensure satisfaction and system functionality.
  • Managed Microsoft 365, Azure, and Intune, administering accounts, policies, and configurations.
  • Configured and set up printers, including DHCP reservations, Printix, and SimplifyPrinting solutions.
  • Installed and integrated phone systems (Altice/Lightpath and 3CX), streamlining communication structures.
  • Led Office 365 migration support, resolving networking, file-sharing, and remote desktop issues across eight companies.
  • Deployed and managed Azure Virtual Desktop environments for 400+ virtual desktops.
  • Worked in a multi-tenant environment supporting 900+ users, including satellite offices and outsourced companies.
  • Received certifications in Datto Backup Solutions and McAfee Web Gateway, implementing backup policies and security protocols.
  • Negotiated resolutions for employee disputes, ensuring smooth collaboration and improved performance.
  • Conducted regular system maintenance, improving performance and reliability.

Education

Vocational IT School - Information Technology

PCAGE Career Institute
New Jersey
07-2019

High School Diploma -

Manalapan High School
Englishtown
06-2018

Skills

  • Network & System Administration – Firewall management (whitelisting, GEO-IP exclusions, VPN setup), network maintenance, system upgrades, and imaging
  • Virtualization – Experience with Azure, VMWare, VirtualBox, AWS, and Hyper-V
  • Troubleshooting & Problem Resolution – Diagnosing and resolving hardware, software, and network issues efficiently
  • Security & Compliance – Managing antivirus and filtering software (SentinelOne, DNS Filter, Threatlocker), SSL renewals, and firewall configurations
  • System Analysis & Performance Optimization – Conducting system evaluations, bug fixes, and hardware upgrades
  • Technical Documentation & Communication – Creating and updating documentation for IT processes, ensuring clear and accurate records
  • Application & Software Management – Installation, configuration, and maintenance of Windows operating systems and business applications
  • Adaptability & Quick Learning – Ability to grasp new concepts and adapt to changing environments
  • Excellent Communication – Strong written and oral communication skills with clients and team members
  • Customer Service & Client Support – Patient-focused quality service, remote assistance, and onsite support
  • Time Management & Team Collaboration – Effective multitasking, ticket handling, and assisting team members with escalations

References

References available upon request.

Timeline

Service Desk Technician

Sourcepass
01.2024 - Current

Onsite IT Technician

TechKeys
01.2019 - 01.2024

Vocational IT School - Information Technology

PCAGE Career Institute

High School Diploma -

Manalapan High School

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Matthew Fetto