Matthew J. L. Kilger
Eugene,OR
Summary
Resourceful agent offering expertise in problem-solving, data analysis and customer service. Adept at learning new technologies and processes for driving success, and committed to customer dignity and satisfaction.
Overview
22
22
years of professional experience
Work History
REAL ID Specialist
Oregon Department of Transportation
06.2024 - Current
- Follow policies, procedures, and law to deliver quality work
- Provide excellent, customer-centric service
- Review documents and ensure that they meet criteria for use in providing required data and verisimilitude
- Work interactively with my colleagues to help minimize errors and ensure integrity of the data with which we work
- Assist customers to achieve their goals through troubleshooting based on knowledge, research, and review of policy and law
Desginated Support Engineer
Broadcom Inc.
01.2012 - 01.2024
- Ensured compliance with industry best practices and company policies throughout all support activities undertaken by the team.
- Improved customer satisfaction by promptly addressing support tickets and providing accurate solutions.
- Increased client retention by building trust through excellent communication skills and timely issue resolution.
- Streamlined support processes by creating detailed documentation and knowledge base articles for common issues.
Training Developer
Symantec Corp
01.2007 - 01.2008
- Incorporated interactive elements into course design for increased engagement during live trainings or workshops.
- Evaluated training effectiveness, implementing changes to optimize results and meet organizational goals.
- Championed a culture of continuous learning within the organization, inspiring employees to pursue personal growth and development opportunities.
- Collaborated with cross-functional teams to develop holistic training programs encompassing various aspects of job functions or departments.
Content Developer
Symantec Corp
01.2003 - 01.2007
- Participated in brainstorming sessions to generate innovative ideas for content strategies that aligned with company goals and objectives.
- Cultivated strong relationships with subject matter experts to produce accurate and authoritative content on a variety of topics.
- Strengthened content through proofreading and editing.
- Updated existing content regularly to keep information current and maximize its effectiveness over time.
Education
No Degree - Computer And Information Sciences
Lane Community College
Eugene06-1991
Skills
- Communication and Interpersonal interaction
- Organizational Skills
- Technical Review
- Customer service and satisfaction
- Problem solving and troubleshooting
- Documentation creation and mainenence
- Analysis of process, policy and procedures
Relevant Skills And Accomplishments
Worked with designated customer contacts on a regular basis to build rapport and customer value., Excellent written communication skills used every day in email, as well as documentation for customers., Develop interpersonal relationships with customers to provide best service possible., Always sees the customer as the priority. Without them, there is no business., Coached and counseled peers in Knowledge Centered Service., Managed case priorities, severities, and status., Prioritized casework based on customer’s requirements and preferences., Worked through escalated cases with Development team and other vendors., Maintained SLA and communication commitments., Managed customer contact sheets to provide list of Sales and Support resources, as well as named customer contacts., Coached peers to which I was assigned in Knowledge Centered Service ideas, process, and philosophy., Assisted in creating and distributing customer bulletins for important topics, such as changes to definition distribution schedule and other similar events., Part of technical review board, which reviewed relevance and usefulness of Knowledge Base articles.
Professional Experience History
- Designated Support Engineer, Oregon Department of Transportation, Eugene, OR, 01/01/12, 01/01/24
- Designated Support Engineer, Broadcom Inc., Eugene, OR, True, 01/01/12, 01/01/24
- Training Developer, Symantec Corp, Springfield, OR, 01/01/07, 01/01/08
- Content Developer, Symantec Corp, Springfield, OR, 01/01/03, 01/01/07
Education Licenses And Certifications
- CompTIA Security+, COMP001020993139, 03/01/16
- Oregon Driver’s License, C, motorcycle
Phone
cell, (541) 954-0743
Highlight Of Qualifications
- Customer-centric attitude and demeanor
- Excellent communication skills, written and verbal
- Prioritization and problem solving skills
- Familiar with Windows OS
- Some familiarity with Mac and Linux OSes
- Excellent attendance record
- Manage contacts with customers of all tech levels
- Work with minimal supervision
Timeline
REAL ID Specialist
Oregon Department of Transportation
06.2024 - Current
Desginated Support Engineer
Broadcom Inc.
01.2012 - 01.2024
Training Developer
Symantec Corp
01.2007 - 01.2008
Content Developer
Symantec Corp
01.2003 - 01.2007
No Degree - Computer And Information Sciences
Lane Community College
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