Matthew Flanders

• Instruct over 200 clients on site and remote in use of computer software.
• Instruct clients using non technical terms to improve user efficiency across many type of devices and software
• Discussed project progress with customers, collected feedback on different stages and directly addressed concerns.
• Created service level agreement for IT operational functions and help desk operations.
• Inspected equipment, assessed functionality and optimized controls.
• Recommended and installed upgrades and helped businesses to plan for technology to match growth.
• Implemented and managed operating systems and software and security systems.
• Assisted customers in identifying issues and explained solutions to restore service and functionality.
• Suggested software and hardware modifications to reduce lag time and improve overall speed.
• Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
• Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
• Recorded and maintained relevant notes for each client and work order.
• Documented support interactions for future reference.
• Walked individuals through basic troubleshooting tasks.
• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
• Monitored systems in operation and quickly troubleshot errors.
• Explained security measures in simple terminology to help users understand malware and phishing threats.
• Researched product and issue resolution tactics to address customer concerns.
• Removed malware, ransomware, and other threats from laptops and desktop systems.
• Configured hardware, devices, and software to set up work stations for employees.
• Broke down and evaluated user problems, using personal expertise, and probing questions.
• Installed and configured operating systems and applications.
• Developed and implemented preventive maintenance procedures.
• Patched software and installed new versions to eliminate security problems and protect data.
• Diagnosed and troubleshot hardware, software and network issues.
• Installed, configured and maintained computer systems and network connections.
• Responded to customer inquiries and provided technical assistance over phone and in person.
• Created solutions for aging clients with vision impairments and cognitive disabilities.
• Invoice and tax management

• Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
• Loaded software, granted permissions, and configured hardware for new employees as part of onboarding process.
• Provided Tier 1 IT support to non-technical internal users through desk side support services.
• Delivered onsite technical support for 10 employees.
• Responded to faults in networks to rapidly restore connectivity and prevent unnecessary downtimes.
• Updated software to safeguard against security flaws.
• Determined hardware and network system issues using proactive troubleshooting techniques.
• Managed backup and recovery of data assets to safeguard system availability.
• Translated complex technical issues into digestible language for non-technical users.
• Monitored systems in operation and quickly troubleshot errors.
• Strategic and Growth Planning
  

Work with company ownership to review internal processes to create automations and efficiencies. Manage a team of two to ensure satisfactory progress of multiple projects. Maintain relationships and communications with key clients. Assist in the training and monitoring of the internal sales team. Create and update key sections of company Web site.

• Data Management
  

Oversee and coordinate data processes, including assembling code for data mining, analyzing raw land assessment data to query and output for processing, check for and resolving data inaccuracies

• Informational Technology Oversight
  

Maintain more than 40 computers on the local network, including monitoring of firewall. Troubleshoot software and hardware errors and implement corrections. Purchase, install, and monitor all new hardware. Supervise company FTP sites. Update all software and create all data back-up files.

• Graphic Design
  

Assist Reproduction Department with editing in Adobe Photoshop and

Featured Accomplishments

• Began in administrative role and quickly advanced to leadership position
  
• Enabled company growth that resulted in more efficient use of network shares and processes.