Matthew Kloete
Nashville,TN
Summary
Outcome-driven Endpoint Security Administrator, Systems Administrator, and Computer Support Specialist with 12 years of experience supporting and maintaining enterprise Information Systems. Specializing in User Support and project development enabling organizations to make informed decisions by using a holistic approach, structuring data into insight, and gaining a broad understanding of client goals / IS infrastructure.
Overview
15
15
years of professional experience
Work History
Endpoint Security Administrator (T2 Technician)
Tennessee District Attorneys General Conference
Nashville, TN
02.2018 - Current
- Brought organization into full compliance with FBI, CJIS, HIPAA, and NIST regulations by implementing security policies.
- Enhanced endpoint security organization-wide by leading deployment and management of a Zero Trust Security System (ZTA)
- Balanced user workflow efficiency, attack surface reduction, and redundancy for failsafe systems by developing application whitelist firewall rules, "ring-fencing" critical applications (PowerShell, CMD, network shares, etc.), and vetting application whitelist requests.
- Strengthened security posture by conducting comprehensive technical security reviews and assessments of district office environments, applications, and IT infrastructure.
- Mitigated emerging IT security risks by identifying key controls, implementing targeted security measures and employing patch management systems to monitor and update endpoints/software patch status.
- Ensured enterprise access and function by administering enterprise Microsoft Azure Hybrid systems, including Active Directory/Domain Groups, Microsoft 365 office application suite, MFA access environments, Mimecast email filtering, server virtualization (Vsphere), and Synology backup/recovery solutions.
- Insured SLA policy adherence by assisting T1 Help Desk Technicians with ticket escalation resolution and developing diagnostic tools/scripts, populating FAQ/resolution repositories, maintaining software repositories, and providing team training.
- Overhauled asset management organization-wide by configuring, managing, and updating endpoint image deployment systems.
- Eliminated manual data entry errors by integrating barcode scanning systems (ManageEngine Endpoint Central Image Deploy)
- Improved replacement hardware deployment output from 6 computers weekly to 60 weekly (10x) by engineering zero touch VLAN multicast network image deployment systems and automating tag assignment/printing, location assignment, user assignment, and AD group assignment, software installation all without manual data entry.
Computer Support Specialist
TNDAGC
Nashville, MI
01.2018 - 02.2020
- Hardened data security for all 31 District Attorney General district offices across Tennessee by developing, deploying and maintaining Zero Trust Security Architecture (ZTA)
- Provided front-line user-centered Help Desk Support, resolving hardware, software, network, and training needs of over 1400 users across Tennessee. Prioritized building of rapport and trust through common respect and meeting the user where they are
- Bridged knowledge gaps between users and technicians using user-focused language, deductive communication skills, and notating troubleshooting steps to provide clear direction toward ticket resolution
- Served as the primary point of contact between end-users and third-party vendors when coordinating hardware replacements or warranty services
- Maintained detailed documentation of reported issues, resolutions, and ongoing support efforts for future reference purposes
- Managed inventory of computer hardware components, ensuring timely replacement or repairs as needed
- Installed and configured operating systems and applications
Systems Administrator
Premier Companies, Kloete Group, Geeks on Site
Nashville, TN
01.2014 - 02.2018
- Maintained core business functions for small businesses by providing MSP services including network/VPN support, systems administration, infrastructure installation, user support, and hardware replacement/recommendations.
- Migrated proprietary POS systems maintaining 100% of its functionality and zero downtime from local servers to cloud infrastructure.
- Maintenance of public-facing websites and social media accounts.
Advanced Repair Agent
Geek Squad - Best Buy
Madison, TN
01.2013 - 02.2015
- Ensured no client is left behind, cultivating user-centered IT support philosophy focused on integrity, respect, consistency and technical expertise.
- Protected users from emerging threats; analyzing, mitigating, removing and recovering malware/ransomware impacted machines, maintaining Geek Squad's high standards of IT security and support.
- Collaborated with team members to streamline repair procedures, reducing average repair time
- Supported colleagues during high-volume periods by taking on additional workload when necessary
- Communicated effectively with customers about their device''s status throughout entire repair process, ensuring transparency and trustworthiness in service delivery
- Demonstrated adaptability by quickly learning new technologies as they emerged
Helpdesk Intern
Genesco
Nashville, TN
01.2011 - 02.2012
Internet Marketing Intern
Premier Companies
Nashville
01.2010 - 02.2011
Education
Bachelor of Science - Integrated Studies - Minor Music, United States
Middle Tennessee State University
Murfreesboro, TN United StatesSkills
- Customer Support & Training
- Client Rapport Development
- Ticket Management & SLA Compliance
- Preventative Maintenance
- Problem Resolution & Incident Response
- MS Enterprise Environment Administration
- Endpoint Management
- Software Deployment & Patch Management
- Network Administration
- Application Security
- Regulatory Compliance
- Vulnerability Assessment
Timeline
Endpoint Security Administrator (T2 Technician)
Tennessee District Attorneys General Conference
02.2018 - Current
Computer Support Specialist
TNDAGC
01.2018 - 02.2020
Systems Administrator
Premier Companies, Kloete Group, Geeks on Site
01.2014 - 02.2018
Advanced Repair Agent
Geek Squad - Best Buy
01.2013 - 02.2015
Helpdesk Intern
Genesco
01.2011 - 02.2012
Internet Marketing Intern
Premier Companies
01.2010 - 02.2011
Bachelor of Science - Integrated Studies - Minor Music, United States
Middle Tennessee State University