Matthew Lauridsen
Summary
OnBase is what I have known most of my adult life. Setting up new things like dashboards or new processes is very rewarding. I really enjoy resolving a tough issue for a user and hearing them happy. Our users are the most important thing, and it should show in our work and interactions. Training new team members and end users is among my favorite parts of being an OnBase administrator. Documentation is less fun but something that should always be done so knowledge is not lost.
Overview
22
22
years of professional experience
Work History
OnBase Administrator
Unity Point
Des Moines
01.2021 - Current
- Resolve support issues for our users
- Create and maintain system documentation of how different processes work
- Improve processes where we find opportunity
- Train end users how to use products we install
- Create user tip sheets for different products
- Make or adjust dashboards
- Collaborate with Hyland to troubleshoot issues
Support Associate
Fiserv
Lincoln
01.2007 - 01.2021
- Provided support for end users and OnBase administrators at hundreds of banks
- Wrote knowledge articles on how to fix different issues I would find
- Installed several OnBase products for many banks
- Trained bank OnBase administrators on how to use products I would install
- Trained new hires on many OnBase products
- Worked with other teams to resolve issues that were not fully OnBase
- Used ticketing system to track and resolve issues
- Did several upgrades of OnBase
Technical Support Representative
Digital Blue
Wayne
01.2004 - 12.2006
- Resolved customer inquiries using ticketing system and troubleshooting techniques.
- Provided technical support via phone, email, and chat to diverse clients.
- Collaborated with team members to enhance service delivery and customer satisfaction.
Education
Bachelor of Science - Information Technology - Networking
Wayne State College
Wayne, NE06-2005
Skills
- Technical support
- Process improvement
- System documentation
- User training
- Customer relationship management
- Reading MRGs for new setups or troubleshooting
- Team collaboration
- Problem solving
- Attention to detail
- Matching products/solutions to the issue at hand
- Training/learning with every interaction
References
- Lynsey Barnhart 515 474 4839 LynseyMBarnhart@gmail.com
- Phil Montag 402 304 0310 PhilipMontag@gmail.com
- Cara Cress 319 389 6783 Cmv0320@msn.com
Timeline
OnBase Administrator
Unity Point
01.2021 - Current
Support Associate
Fiserv
01.2007 - 01.2021
Technical Support Representative
Digital Blue
01.2004 - 12.2006
Bachelor of Science - Information Technology - Networking
Wayne State College