Matthew Krell
Ellenboro,NC
Summary
Seasoned technical support and cybersecurity specialist with over 10 years of experience in network administration and secure systems management. Spearheaded IT helpdesk improvements that reduced ticket volumes by 90%, while implementing enterprise-wide security protocols to achieve full compliance. Holds a Bachelor’s degree in Network Operations and Security, along with certifications including CompTIA Security+ and AWS Cloud Practitioner. Demonstrated expertise in teamwork and customer service across diverse industries, driving operational efficiency and system reliability.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Technical Support Specialist
American Dairy Goat Association
11.2022 - Current
- 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.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Designed and executed regular performance audits using data analysis tools, resulting in significant improvements to support metrics and customer experience scores.
- Monitored and maintained network infrastructure, achieving 98% uptime and rapid resolution of connectivity issues.
- Optimized network configurations to enhance seamless connectivity, boosting operational efficiency by 25% across critical systems.
Technical Support Analyst
OceanX
12.2018 - 11.2022
- Monitored technical ecosystems for physical and warehouse technology systems, ensuring optimal performance and minimal downtime.
- Developed custom JavaScript and MySQL applications to streamline workflows and automate routine tasks.
- Administered Atlassian JIRA, AWS, and Azure cloud platforms, supporting scalable infrastructure for team collaboration.
- Deployed and maintained SSRS report replications in SQL Server, improving data accessibility and reporting accuracy.
- Prepared technical responses to requests for quotes, assigning costs, timeframes, and alternative solutions.
- Increased JIRA ticketing closing rate by 25%
Computing Security Specialist
THE BOEING COMPANY
12.2012 - 12.2018
- Implemented enterprise-wide procedures for computing security and information protection, mitigating risks and safeguarding sensitive data.
- Validated security parameters and configurations to ensure adherence to industry standards and regulatory requirements.
- Assisted in user interface reviews and created non-functional HTML mockups to support secure system design and usability enhancements.
- Managed and secured over 40 contracted computer systems
- Conducted training sessions for new security personnel to facilitate compliance with security protocols.
Information Assurance Manager
United States Air Force
12.2007 - 12.2012
- Managed enterprise-level Active Directory on Windows Servers, streamlining user access controls and increasing administrative efficiency by 30%.
- Led a cybersecurity awareness training program for over 120 personnel, resulting in a 25% improvement in compliance with security protocols.
- Conducted comprehensive network security audits, elevating regulatory compliance by 30% within one year.
- Implemented and maintained technology and software budget.
- Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
Education
Bachelor of Science - Network Operations And Security
Western Governors University
Salt Lake City, UT02-2024
Skills
- Remote desktop services and support
- Hardware upgrades
- Application installations
- Customer experience management
- Security & Compliance
- Vulnerability Assessment
- Regulatory Audits
- Cloud & Infrastructure
- AWS
- Azure
- Active Directory
- SQL Server
Certification
- CompTIA Security+
- CompTIA Network+
- CompTIA Cloud+
- AWS Certified Cloud Practitioner
- ITIL Foundation
- Cisco CCNA
Languages
English
Native or Bilingual
Timeline
Technical Support Specialist
American Dairy Goat Association
11.2022 - Current
Technical Support Analyst
OceanX
12.2018 - 11.2022
Computing Security Specialist
THE BOEING COMPANY
12.2012 - 12.2018
Information Assurance Manager
United States Air Force
12.2007 - 12.2012
Bachelor of Science - Network Operations And Security
Western Governors University