Matthew Jernigan
Round Lake,Illinois
Summary
NAS/SAN/Object storage experience Strong troubleshooting and problem-solving skills Unix, Windows, VMware support experience Training & Development Coaching & Mentoring Detailed Oriented
Overview
11
11
years of professional experience
Work History
NOC Systems Engineering Consultant
Allstate Insurance
Northbrook , Illinois
08.2017 - Current
- Provide technical support in fast paced NOC environment for multiple stacks Storage, Backup, Unix, Windows, and VMware
- Troubleshoot hardware, user and application issues to resolution
- Troubleshoot tickets and manager escalations to resolution for all environments
- Create/ Implement changes to ensure availability
- Follow, update, create SOP's
- Onboard new technologies and processes into the NOC
- Train new and current employees
- Perform daily turnovers to incoming shifts
- Join ECC/Severity 1 calls with application teams to troubleshoot issues and determine root cause.
Technical Support Analyst
TEKsystems (VW Credit, INC.)
Libertyville , Illinois
06.2016 - 08.2017
- Provide superior customer satisfaction in an inbound call center, responds to inquiries for internal employee, resolves issues and processes customer requests
- Some hardware support experience, as well as setting up network printers
- Create Access Database and Excel workbooks to standardize a seamless process for the international business units
- Operating systems support included troubleshooting and resolving issues with Windows 7 & 10.
Learning Management System Support
Mastech Digital (Underwriters Laboratories)
Northbrook , Illinois
10.2015 - 03.2016
- Provide superior customer support handling LMS related trouble tickets from the Help Desk application, to answer LMS related inquiries that come via a shared Outlook mailbox
- Provide Learning Management Systems (LMS) administration and support for the global operations team
- Manage trouble tickets from the Service Now database; also answer LMS related inquiries that come via a shared Outlook mailbox
- Create Access Database and Excel workbooks to standardize a seamless process for the international business units
- Handled Helpdesk Level 2 tickets, at Underwriters resolved 20 tickets daily
- Extensive Application Support Experience both name brand applications and proprietary.
Technical Support Analyst
Randstad Technologies (HCSC)
Waukegan , Illinois
09.2013 - 08.2015
- Provide superior customer satisfaction in a fast-paced inbound call center, responds to inquiries for both internal employee and BlueCross BlueShield members, resolves issues and processes customer requests
- Train new employees, run aged and hold ticket reports, Creating charts and pivot tables
- 1st point of contact for internal and remote users
- Assisted users with password resets, connecting to networks via VPN or through Citrix
- Troubleshooting with users and Blue Cross Blue Shield members on company websites
- Troubleshooting LMS course issues, Password resets.
Education
Associate in Arts -
College of Lake County
Grayslake, Illinois01.2022
Skills
- NAS/SAN/Object storage experience
- Strong troubleshooting and problem-solving skills
- Unix, Windows, VMware support experience
- Training & Development
- Coaching & Mentoring
- Detailed Oriented
- Operating systems
- Helpdesk operations
- Technical Analysis
Timeline
NOC Systems Engineering Consultant
Allstate Insurance
08.2017 - Current
Technical Support Analyst
TEKsystems (VW Credit, INC.)
06.2016 - 08.2017
Learning Management System Support
Mastech Digital (Underwriters Laboratories)
10.2015 - 03.2016
Technical Support Analyst
Randstad Technologies (HCSC)
09.2013 - 08.2015
Associate in Arts -
College of Lake County
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