Matthew Long
Dixfield
Summary
Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
14
14
years of professional experience
Work History
Senior Technical Support Engineer
TLC Technologies
01.2020 - Current
- Reduced ticket response time by automating routine tasks and optimizing workflows within the support team.
- Maintained strong relationships with key clients through regular communication and personalized support strategies.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Installed, configured and maintained computer systems and network connections.
- Configured hardware, devices, and software to set up work stations for employees.
- Enhanced team efficiency by creating and maintaining comprehensive documentation of support procedures and best practices.
- Served as the primary point of contact for escalated issues, collaborating with cross-functional teams to achieve timely resolutions.
Tier 2 Technical Support Specialist
Smile Business Products
07.2015 - 01.2020
- Led initiatives to update internal knowledge bases with relevant information on emerging technologies, trends, or tools that impacted the role of a Technical Support Specialist positively.
- Enhanced customer satisfaction by resolving complex technical issues and providing efficient solutions.
- Assessed technical complexity of tickets to escalate to Tier 3 team.
- Performed technical troubleshooting and diagnosis, software installation and information gathering to keep infrastructure operational.
- Setup, delivered and installed client devices including laptops, desktops, firewalls and copiers.
Access Line Analyst
Gap Inc.
04.2015 - 07.2015
- Optimized core processes to improve business performance and operational agility.
- Conducted system analysis and implementation to maintain and improve computer systems.
- Assisting new end users with various computer operations in a retail environment.
- Provide time sensitive assistance to end users to resolve issues quickly.
Tier 1 Mac Advisor
Apple
03.2014 - 03.2015
- Enhanced customer satisfaction by providing timely and accurate technical support for Mac products.
- Resolved complex software issues for clients, improving overall user experience.
- Streamlined communication with customers by maintaining a professional and empathetic approach during interactions.
- Assisted in the development of training materials for new advisors, ensuring consistent service quality across the team.
Geek Squad Advanced Repair Agent
Best Buy
06.2010 - 02.2014
- Enhanced customer satisfaction by diagnosing and repairing complex electronic devices.
- Expedited repair processes for improved turnaround time and increased customer satisfaction.
- Provided excellent customer service, addressing inquiries and resolving technical issues efficiently.
- Collaborated with team members to streamline repair procedures, reducing average repair time.
- Utilized advanced diagnostic tools to accurately identify device malfunctions and recommend appropriate solutions.
- Maintained detailed records of repairs, ensuring accurate tracking and timely completion of work orders.
Education
Associate - Computer Science
ITT Technical Institute
Rancho Cordova, CA05.2008
Skills
- Customer Support
- Application support
- Hardware diagnostics
- Network Administration
- Remote Support
- Server maintenance
- Performance Optimization
- Remote Diagnostics
- Operating System Expertise
- Data Backup and Recovery
- System Troubleshooting
- Hardware upgrades
- Application installations
- Problem-Solving
- Critical Thinking
- Customer Service
- Technical Support
- Windows Servers
- Firewall Installation
- Training and mentoring
- Ticket management
Timeline
Senior Technical Support Engineer
TLC Technologies
01.2020 - Current
Tier 2 Technical Support Specialist
Smile Business Products
07.2015 - 01.2020
Access Line Analyst
Gap Inc.
04.2015 - 07.2015
Tier 1 Mac Advisor
Apple
03.2014 - 03.2015
Geek Squad Advanced Repair Agent
Best Buy
06.2010 - 02.2014
Associate - Computer Science
ITT Technical Institute