Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
Generic

Matthew Kabatra

Kingman,AZ

Summary

Experienced Technical Analyst with top-notch implementation and project management abilities. Highly organized, methodical and skilled at overseeing daily milestones across high-performance teams. Well-versed in process planning and deployment. Experienced military veteran knowledgeable about deploying, operating and maintaining technical systems. Advanced mechanical expertise and technical know-how to handle any challenge. Highly observant, organized and methodical in isolating and resolving any issue. Goal-oriented IT leader with advanced planning, program management and team leadership skills. Decisive and hardworking with advanced communication and relationship-building strengths.

Overview

18
18
years of professional experience

Work History

Help Desk Analyst

Kingman Regional Medical Center
2023.01 - Current
  • Helped implement ServiceNow into our environment
  • Prepared references for users by writing clear operating instructions.
  • Compiled and accurately entered data for each customer encounter to record in system.
  • Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
  • Managed high levels of call flow and responded to tier 1 technical support needs.
  • Helped develop provisioning/de-provisioning standards and processes.
  • Used ticketing systems to manage and process support actions and requests.
  • Logged support tickets and closed when issues were resolved.
  • Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Documented support interactions for future reference.
  • Managed customers' expectations of support and technology functionality in order to provide positive user experience.
  • Resolved technical issues by troubleshooting.
  • Provided basic end-user troubleshooting and desktop support.
  • Activated accounts for clients interested in new services.
  • Installed and updated hardware, software and applications on Mac and PC devices.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Configured hardware and granted system permissions to new employees.
  • Assisted with updating technical support best practices for use by team.
  • Performed tests of functionality, security, and performance of different workstations and devices.
  • Trained and supported end-users with software, hardware, and network standards and use processes.
  • Installed, modified, and repaired software and hardware to resolve technical issues.
  • Researched product and issue resolution tactics to address customer concerns.
  • Identified and solved technical issues using variety of diagnostic tools and tactics.
  • Created support documentation that enabled user community to extend skills, leverage system features, and find resolutions to questions without intervention from support team.
  • Tested new software and hardware prior to deployment.
  • Offered assistance in implementing and developing training programs.
  • Assisted in development of system security protocols.

Information Technology Asset Manager

Summit Medical Group
2021.05 - 2023.01
  • Developed from ground up Asset Management systems and procedures used at Summit Healthcare.
  • Developed and Implemented Manage Engine asset tracking software.
  • Tied in Stanley Monitoring air tag system into asset management procedure for real time asset tracking.
  • Developed and Implemented inventory procedures that saved money and improved efficiencies by large margins.
  • Developed and Implemented computer imaging station that supported 50+ machines at any given time.
  • Developed and deployed Windows 10 clean imaging standards for Summit Healthcare.
  • Researched and recommended innovative and automated approaches to routine tasks.
  • Actively led training, mentoring and continuous development for 20-person department.
  • Established cost-saving measures and alleviated compliance risk through software license audits.
  • Developed standards, set specifications and complied with federal, state and local legislation.
  • Assisted implementation of company-wide enterprise security strategy for network and hardware, disaster recovery and endpoint protection.
  • Led technology selection and rollout, focusing on organizational planning and supplier service-level agreements.
  • Updated customers and senior leaders on progress and roadblocks.
  • Customized and repaired technology based on staff requests.
  • Demonstrated familiarity with latest hardware, software and networking technology.
  • Delivered effective integrations of warehouse management system software applications to centrally manage tasks.
  • Reviewed and assessed architecture design, implementation, testing and deployment needs to identify project requirements and costs.
  • Conferred with executives to advise and plan for short-term and long-term IT system upgrade needs.
  • Interacted and negotiated with vendors, outsources and contractors to secure products and services.
  • Collaborated with other departments to help meet IT needs and properly integrate and secure systems.
  • Coordinated IT operations activities to deliver smooth flow of daily business needs.
  • Built, repaired and installed computer-related hardware based on deployment procedures.
  • Guided organizational technology strategy and roadmaps.
  • Communicated with executive team and CEO to maximize development efficiencies and resolve technology issues.
  • Assisted in development of long-term strategies to grow department and resources.
  • Understood key product management roadmap objectives and requirements to develop product technology strategy.
  • Coordinated technical training and personal development classes for staff members.
  • Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
  • Supported implementation of warehouse management system software applications to enable centralized management of tasks.

Centralized Scheduler

Summit Medical Group
2020.07 - 2021.05
  • Handle both inbound and outbound calls
  • Schedule PT's based on orders sent by doctors
  • Verify validity of orders
  • Verify health insurance and authorization
  • Practice good customer service at all times
  • Assisted team with any questions or problems they had.
  • Collaborated with healthcare staff to verify alignment of appointment scheduling with clinic protocols.
  • Answered phone calls and messages for 83-physician 12 medical facilities, scheduling appointments, and handling patient inquiries.
  • Confirmed appointments one day prior to minimize missed appointments and maximize clinic utilization.
  • Processed payments and managed financial records to facilitate proper billing and tracking of payment history.
  • Monitored patient wait times, providing updates to achieve optimal patient satisfaction.
  • Managed multiple schedules and prioritized tasks to meet demands of fast-paced work environment.

IT Technical Support Representative

Aries Technology LLC
2019.02 - 2020.04
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Assisted with updating technical support best practices for use by team.
  • Configured hardware and granted system permissions to new employees.
  • Used ticketing systems to manage and process support actions and requests.
  • Researched product and issue resolution tactics to address customer concerns.
  • Promoted efficiency among departments with prompt resolution of system issues.
  • Documented support interactions for future reference.
  • Monitored systems in operation and quickly troubleshot errors.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Translated complex technical issues into digestible language for non-technical users.
  • Explained security measures in simple terminology to help users understand malware and phishing threats.
  • Responded promptly to incoming sales leads and requests for technical support.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Installed and configured operating systems and applications.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Monitored system performance to identify potential issues.
  • Removed malware, ransomware, and other threats from laptops and desktop systems.
  • Offered assistance in implementing and developing training programs.
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.

Forward Observer - Sergeant

Army
2006.02 - 2017.09
  • Conducted risk assessments for artillery and missile operations to avoid harm to personnel and equipment.
  • Coordinated with other military units and agencies to support operations and align with mission.
  • Assisted with real-time intelligence collection by conducting field reconnaissance operations.
  • Efficiently oriented and fired weaponry to smoothly eliminate enemy positions, vessels, and personnel.
  • Monitored and evaluated performance of artillery and missile systems during operations to identify areas for improvement.
  • Completed inspections and any basic repair need to uphold strict performance standards.
  • Confirmed gun line safety and assisted in calibration of weapons systems.
  • Self-motivated, with a strong sense of personal responsibility.
  • Proven ability to learn quickly and adapt to new situations.
  • Worked well in a team setting, providing support and guidance.
  • Worked effectively in fast-paced environments.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Excellent communication skills, both verbal and written.
  • Passionate about learning and committed to continual improvement.
  • Proved successful working within tight deadlines and fast-paced environments.
  • Strengthened communication skills through regular interactions with others.
  • Organized and detail-oriented with strong work ethics.
  • Adaptable and proficient in learning new concepts quickly and efficiently.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Paid attention to detail while completing assignments.
  • Worked flexible hours across night, weekend and holiday shifts.
  • Executed tactical operations with accuracy and control.
  • Handled administrative requirements, maintained records and submitted operational reports.
  • Trained and mentored personnel in combat operations and tactics.
  • Developed and implemented plans to reduce risk to personnel and equipment during tactical operations.
  • Coordinated activities of subordinate personnel to support mission success.
  • Led team in developing strategic plans to meet operational objectives.
  • Monitored and assessed mission progress and provided updates to command.
  • Planned and coordinated tactical movements of personnel and equipment.
  • Directed tactical operations in complex and challenging environments.
  • Created contingency plans to address unexpected tactical scenarios.
  • Oversaw teams planning, implementing and realigning field and base operational strategies.
  • Supervised assembly and placement of large-scale artillery systems prior to launch.

Education

BLC - Army Leadership Training

Non-Commissioned Officers Academy
Army
07.2012

No Degree - Field Artillery Forward Operations

AIT - Advanced Individual Training
Army
08.2006

GED - General Education

McDonald County High School
Anderson, MO
01.2005

Skills

  • Technical Support
  • Customer Support
  • Conflict Resolution Techniques
  • Expense Analysis
  • Infrastructure Planning
  • Project Coordination
  • Training Methodologies
  • Operational Standards
  • Manager Coaching and Training
  • Process Improvement and Operational Efficiency
  • Operational Oversight
  • Constructive Feedback

Additional Information

  • Authorized to work in the US for any employer

Timeline

Help Desk Analyst

Kingman Regional Medical Center
2023.01 - Current

Information Technology Asset Manager

Summit Medical Group
2021.05 - 2023.01

Centralized Scheduler

Summit Medical Group
2020.07 - 2021.05

IT Technical Support Representative

Aries Technology LLC
2019.02 - 2020.04

Forward Observer - Sergeant

Army
2006.02 - 2017.09

BLC - Army Leadership Training

Non-Commissioned Officers Academy

No Degree - Field Artillery Forward Operations

AIT - Advanced Individual Training

GED - General Education

McDonald County High School

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Matthew Kabatra