Matthew Marshall
Summary
Attentive Desktop Support Technician with 5 years correcting and preventing system malfunctions to mitigate downtime. Versed in both on-site and remote support provisioning. Excels at rapidly and reliably identifying hardware or software weaknesses for remediation through quick and cost-effective means.
Overview
4
4
years of professional experience
Work History
IT Tech (Level 2)
Southern Concrete Materials Inc
05.2023 - Current
- Created and managed project plans, timelines and budgets.
- Managed end-user accounts and permissions, overseeing correct provisioning of access rights in accordance with security best practices and policies.
- Researched and identified solutions to technical problems.
- Configured hardware, devices, and software to set up work stations for employees.
- Installed, configured and maintained computer systems and network connections.
- Configured and tested new software and hardware.
- Installed and configured operating systems and applications.
Desktop Support Technician Level 2 (Contract)
J Crew Distribution Center
09.2022 - Current
- Administrator Level
- Managed end-user accounts and permissions, overseeing correct provisioning of access rights in accordance with security best practices and policies.
- Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation.
- Learned and implemented new software testing procedures.
- Purchased, setup and installed new computers.
- Configured hardware, devices and software to set up work stations for employees.
- Obtained and evaluated information about new systems, peripherals and software technology.
25B Information Technology Specialist
Army National Guard
02.2020 - Current
- Provided Tier 2 IT support to non-technical internal users through desk side support services.
- Managed high levels of call flow and responded to technical support needs.
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and physical.
- Provided documentation on troubleshooting of technical processes to support desk staff.
- Configured hardware and granted system permissions to new employees.
- Submitted service tickets for equipment maintenance requests.
- Used ticketing systems to manage and process support actions and requests.
- Monitored systems in operation and quickly troubleshot errors.
- Documented support interactions for future reference.
Desktop Technician (contract)
The Select Group
06.2022 - 09.2022
- Managed end-user accounts and permissions, overseeing correct provisioning of access rights in accordance with security best practices and policies.
- Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation.
- Obtained and evaluated information about new systems, peripherals and software technology.
- Configured hardware, devices and software to set up work stations for employees
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution
- Patched software and installed new versions to eliminate security problems and protect data
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions
- Collaborated with vendors to locate replacement components and resolve advanced problems
- Purchased, setup and installed new computers
- Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation
- Learned and implemented new software testing procedures
Desktop Technician (contract)
PRC
02.2022 - 05.2022
- Managed end-user accounts and permissions, overseeing correct provisioning of access rights in accordance with security best practices and policies.
- Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation.
- Obtained and evaluated information about new systems, peripherals and software technology.
- Worked with various systems, software and peripherals and various types of games.
Education
25B Training - Information Technology
Fort Gordon Signal School of Excellence
Fort Gordon GA12.2021
Army Certification - Information Technology Specialist
United States Army Cyber Center of Excellence
Fort Gordon Augusta GA12.2021
GED -
North Carolina State Board of Community
Asheville NC12.2019
Skills
- Windows 7, 10 and Server Training
- Active Directory Experience and Training
- AD Domain Experience and Training
- Pc Hardware and Software training
- LAN/Networking Skill/Training
- Customer Service/Sales Training
- Hardware Installation
- Data Backups
- Software Management
- Application Configuration
- Responding to Technical Questions
- Maintenance Organization and Development
- Voice over Internet Protocol (VoIP)
- Hardware and Software Configuration
- LAN Protocols
- Wide Area Network (WAN)
- Performance Monitoring and Optimization
- User Support
- User Experience
- Software Updates
- Hardware Integration
- IP Addressing and Subnetting
- VoIP Systems
- LAN and WAN Control
- Firewall Management
- New Technology Integration
- Network Hardware and Software Maintenance
- Computer Hardware Knowledge
- Diagnostic Tools
- New System Deployment
- Computer System Diagnostics Software
- Performance Testing
- Hardware Troubleshooting
- Technical Documentation
- Software Installation
- Desktop Workstation Repair
- Remote Support
Accomplishments
- Treasurer of Computer Club Charles D Owen High School
- Personal Networking Servers/Hosting Servers
- Army Basic Training
- Army AIT Training
- Private First Class in Army National Guard
Timeline
IT Tech (Level 2)
Southern Concrete Materials Inc
05.2023 - Current
Desktop Support Technician Level 2 (Contract)
J Crew Distribution Center
09.2022 - Current
Desktop Technician (contract)
The Select Group
06.2022 - 09.2022
Desktop Technician (contract)
PRC
02.2022 - 05.2022
25B Information Technology Specialist
Army National Guard
02.2020 - Current
25B Training - Information Technology
Fort Gordon Signal School of Excellence
Army Certification - Information Technology Specialist
United States Army Cyber Center of Excellence
GED -
North Carolina State Board of Community
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