Matthew Keeler

• Technical Advisor - performed onboarding and teaching of incoming employees in their roles as IT Specialist, IT Expert and Genius
• Provided insightful advice and friendly, hands-on technical support to Apple customers in need.
• Utilized Apple Service diagnostic tools to identify and solve variety of technical issues
• Quickly performed diagnostics on product issues on the spot, explaining situations with patience and compassion. After determining whether repairs can be done or a replacement is needed, offered solutions to quickly get users up and running again.
• Multitasking with multiple customers while remaining considerate of their time and maximizing my efficiency
• Fulfill Apple's service commitment with style, speed, and skill. And earn the trust of customers and coworkers alike as I offer mentorship, knowledge, and even tips and training.
• The past three years I have maintained an average TMS (team members score) of 94 out of 100 for customer satisfaction.

• Answered user inquiries regarding computer software and hardware operation. Set up equipment for employee use.
• Conducted computer diagnostics, investigating and resolving problems and providing technical assistance and support through our Change Request, Service Request and Incident Request management modules.
• Developed processes, procedures and training materials using Microsoft PowerPoint and Visio additionally conducted training sessions for Datacenter Operations/Engineering, Systems Engineering, Network, Storage, Finance, and Procurement stakeholders.
• Obtained and analyzed performance metric data, providing recommendations for resolving defects to various Stakeholders and Senior Management.
• Analyzed and Created new configurations and modifications for packaged software, meeting business and system requirements.
• Supervised and Performed Audits as well as Managed IT infrastructure including servers, security, networking, storage systems and desktops, ensuring accuracy of over 90% in CMDB.
• Researched new trends and technologies, leading to testing and justification for deployment.
• Automated repeatable tasks, ensuring promptness and accuracy in completing tasks.
• Oversaw decommissioning of assets, coordinated with disposal vendor regarding removal of assets correctly and obtained and recorded all certificates of indemnification.
• Building OP Coordinator 2 - Assisted in management of shipping and receiving department. Managed intake and processing of IT equipment. Oversaw receipt and dispatch of all postal carriers and messengers, ensuring internal and external communications were received and sent in timely manner.