Matthew Jordan
La Porte,TX
Summary
Thorough Service Technician with commitment to superior service. Driven to consistently contribute value through impeccable work ethic and unending quest to achieve new service skills. Experience managing high-volume of service calls while maintaining quality and efficiency. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
24
24
years of professional experience
Work History
IT FIELD SUPPORT TECHNICIAN
BUCHANAN TECHNOLOGIES
03.2010 - Current
- Managed 13 assigned site locations and supported over 700 clients.
- Dispatched tickets completed averaged 6 to 8 per day
- Assisted Network engineering with installation, replacement and repair of routers, cisco and meraki switches, servers, cloud velo equipment and UPS back up power supplies
- Diagnosed, repaired, replaced Dell workstations, laptops, tablets.
- Installed, repaired Kyocera, HP Laser printers
- setup, repair or replace iPads and smartphones
- performed level II resolutions after dispatch for software related issues with office or applications
- onsite equipment surveys and inventory management
Lead Technician
Global Services LLC
03.2006 - 03.2010
- Managed daily activities, assigned tasks to specific staff members and utilized proven management techniques to cut work flow downtime and maximize revenues.
- Performed troubleshooting and diagnosis on malfunctioning equipment.
- Supervised end-user support efforts, designing policies to establish consistent service guidelines and reliable ticket resolution.
- Tested components and systems to evaluate performance and identify concerns.
- Mentored junior technicians in maintenance, repair and reporting duties.
- Global services services more than 500 clients city wide.
Systems Service Representative
International Business Machines Corporation, IBM
Houston, TX
11.2003 - 03.2006
- Dispatched field services technician diagnosing, repairing and resolving desktop, printer, MFP and POS equipment.
- Maintained response times to support business continuity.
- Performed root cause analysis of reported issues to enact corrections.
- Delivered Tier-3 support and SME input to internal and external customers.
System Builder
MegaHaus Computers Inc
10.2001 - 10.2003
- Building customer made servers, web servers and gaming systems, storage
- Built mass storage raid enclosures
- R&D testing of new products involving consumer and high-end computer components and mass storage devices and research and development department.
Lead Support Technician
Protec Services, LLC
10.1998 - 07.2001
- Documented support interactions for future reference.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Researched product and issue resolution tactics to address customer concerns.
- Provided Contract Field technicians level II support for onsite diagnoses and repair or upgrade of customer and business computer systems, desktop and networked HP printers
- Supported multiple vendors such as Compaq, Dell, Sony, IBM, and Macintosh for tier 2 and 3 support and part sourcing, diagnosis or order additional parts.
Education
Licenses & Certifications
Associate of Applied Science - Electrical, Electronics Engineering Technologies
College of The Mainland
Texas City, TX05.1998
Skills
- Microsoft Windows and Office applications Windows 7, office 365 Windows AD configurations and profile repair and setup
- Lite Mac OS X versions and Linux
- Smart phone configuration IOS/Android
- IPad setup and configuration and repair
- Dell, HP, Lenovo workstations and servers
- Microsoft Surface pro and dell tablets
- POS equipment, mostly IBM thermal printers, and cashier stations
- Ricoh, sharp, OCE, cannon MFP setup and networked
- HP, Kyocera, Lexmark printer break fix repair and configuration
- Cisco switches, routers, Palo Alto, Adtran, replace or assist configurations
- Network LAN, WAN installs and repair
- Cisco VOIP troubleshooting
- IPad/iPad pro
- Android and iPhone smart devices
Timeline
IT FIELD SUPPORT TECHNICIAN
BUCHANAN TECHNOLOGIES
03.2010 - Current
Lead Technician
Global Services LLC
03.2006 - 03.2010
Systems Service Representative
International Business Machines Corporation, IBM
11.2003 - 03.2006
System Builder
MegaHaus Computers Inc
10.2001 - 10.2003
Lead Support Technician
Protec Services, LLC
10.1998 - 07.2001
Licenses & Certifications
Associate of Applied Science - Electrical, Electronics Engineering Technologies
College of The Mainland