Matthew Graves
Chicago
Summary
Detail-oriented IT Helpdesk Specialist with strong skills in Office 365, Azure AD, and device management. Proven track record in troubleshooting complex technical issues to enhance user satisfaction.
Overview
13
13
years of professional experience
1
1
Certification
Work History
IT Helpdesk Specialist
Adler University
Chicago, IL
11.2021 - Current
- Provided Tier 2 technical support for onsite and remote users via phone, email, and in-person interventions
- Administered user lifecycle management using Microsoft Azure, Active Directory, and Office 365 Admin Center to streamline onboarding and account security
- Resolved complex OS and software issues across Microsoft and Apple platforms, including Office 365 and Zoom
- Managed device deployment, onboarding procedures, and device management through Intune
- Provided A/V setup and support for hybrid meeting spaces and classrooms
- Diagnosed and repaired connectivity issues (WLAN/LAN) and managed office hardware like multifunction printers
- Developed and updated comprehensive documentation for an internal Knowledge Base
IT Helpdesk Specialist
Pacific College of Health & Science
Chicago, IL
02.2017 - 11.2021
- Provided Tier 1 technical support for onsite and remote users via phone, email, and in-person interventions
- Administered user lifecycle management using Microsoft Azure, Active Directory, and Office 365 Admin Center to streamline onboarding and account security
- Resolved complex OS and software issues across Microsoft and Apple platforms, including Office 365 and Zoom
- Led device deployment, onboarding procedures, and device management through Intune
- Provided A/V setup and support for hybrid meeting spaces and classrooms
- Diagnosed and repaired connectivity issues (WLAN/LAN) and managed office hardware like multifunction printers
- Developed and updated comprehensive documentation for an internal Knowledge Base
Post-Closing Assistant
Guaranteed Rate
Chicago, IL
06.2015 - 01.2017
- Coordinated documentation processes, ensuring accuracy and compliance with industry standards.
- Developed training materials to support onboarding of new team members in closing operations.
- Optimized database integrity by accurately digitizing physical records and extracting critical data points from complex source documents
- Streamlined office operations through efficient record management, correspondence preparation, and comprehensive reporting
- Engineered monthly productivity reports using advanced Excel functions (VLOOKUPs, Pivot Tables) to provide actionable insights for management
IT Administrator
Loose Petals LLC
Chicago, IL
05.2014 - 06.2015
- Administered network infrastructure, ensuring optimal performance of systems and applications.
- Implemented backup solutions, safeguarding critical data from potential loss or corruption.
- Developed IT policies and procedures, streamlining operations and supporting compliance requirements.
- Trained staff on new technologies, promoting efficient use of resources and tools within the organization.
- Managed vendor relationships effectively for timely procurement of IT equipment while adhering to budget constraints.
- Optimized software performance through regular updates, patches, and maintenance tasks to ensure seamless user experience.
- Developed and maintained website architecture for optimal user experience.
- Led website redesign projects, ensuring alignment with brand standards and user needs.
Technical Support Specialist
GrubHub
Chicago, IL
01.2014 - 04.2014
- Resolved technical issues for customers, enhancing user experience and satisfaction.
- Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
- Documented support interactions for future reference.
- Provided remote support for a wide range of software and hardware issues, maintaining strong customer relationships.
- Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
- Managed high-volume ticket queues while maintaining exceptional levels of customer service and satisfaction.
Technical Support Specialist
PartsTrader
Chicago, IL
06.2013 - 12.2013
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Managed high levels of call flow and responded to technical support needs.
- Diagnosed and troubleshot hardware, software and network issues.
- Patched software and installed new versions to eliminate security problems and protect data.
- Installed and configured operating systems and applications.
Education
Bachelor of Science -
Shawnee State University
Portsmouth, OH11-2011
Skills
- Technical Troubleshooting
- Customer Relations
- Office 365, Azure AD, Intune
- Device Deployment/Management
- Audio/Visual Equipment
- Windows, MacOS & Mobile Devices
Certification
- Network+, CompTIA - 2008
Timeline
IT Helpdesk Specialist
Adler University
11.2021 - Current
IT Helpdesk Specialist
Pacific College of Health & Science
02.2017 - 11.2021
Post-Closing Assistant
Guaranteed Rate
06.2015 - 01.2017
IT Administrator
Loose Petals LLC
05.2014 - 06.2015
Technical Support Specialist
GrubHub
01.2014 - 04.2014
Technical Support Specialist
PartsTrader
06.2013 - 12.2013
Bachelor of Science -
Shawnee State University