Matthew McKee
Jacksonville,FL
Summary
Tech-savvy Desktop Support Analyst possessing excellent troubleshooting skills for Windows, Linux and Mac platforms. Offering 24 years of experience configuring, installing and maintaining computer and telephone systems. Well-versed in efficiently resolving issues and tickets with highest standard of service and support. Dedicated to improving user experiences and productivity by keeping systems running smoothly and resolving issues quickly. Good communicator and multitasker with an organized approach and strong customer service skills.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Desktop Support Analyst
Futura
10.2024 - Current
- Deployed over 30 desktops per day in all of the Baptist Hospital locations in the Jacksonville metroplex.
- Troubleshot various technical issues with Desktops, WOW carts, Scanners, Tito's, Avaya phone systems and peripheral printers.
- Worked closely in Discovery tactics within Excel and Teams communications. Recording Epic ID's, Serial numbers, IP's, and attached Peripherals.
- Tested Epic software along side the Baptist Informatics team and DSS Department.
- Built office computer desks, equipment and assisted in moving projects.
IT Intern
Arthritis & Osteoporosis Treatment Center
05.2022 - 11.2024
- Updates hardware and software packages for medical practice
- Revises documentation, installs computer and network systems, and removes malware and other security threats to prevent data corruption
- Tests, troubleshoots, diagnoses, and resolves server issues
- Provides timely technical support for users and partners with them to resolve issues
- Manages the company website and portal for customers/patients
- Supported IT department in handling technology rollout and maintenance.
- Delivered assistance and support for team-based IT projects.
Tier 1 Technical Support
Leidos
03.2021 - 08.2021
- Company Overview: Formerly known as SAIC
- Provided prompt and high-quality end-user support services to approximately 37,000 customers located throughout the U.S
- And globally
- Responsible for troubleshooting of tickets to quickly resolve Tier 1 and Tier 2 issues for end-users
- Ensured accurate triage, categorization, documentation, routing, tracking, and monitoring of calls and data integrity of all applicable tickets
- Interfaced with end users via telephone calls, chat, remote desktop, automated requests, and electronic mail
- Interacted with NOSC, software system engineering, and applications development teams to restore service and/or identify and correct issues
- Formerly known as SAIC
- Contract role
- Managed high levels of call flow and responded to technical support needs.
- Used ticketing systems to manage and process support actions and requests.
Assistant Project Manager
Bluestone Apps
02.2020 - 08.2021
- Identified client needs and organized them into actionable project plans
- Identified budget requirements and constraints
- Communicated with lead Project Manger on the progress of all projects
- Coordinated with associates, vendors, and clients to organize and manage project expectations
- Ran all trademarks through USPTO for clients and Project Mangers
- Worked with the Design team on branding or trademark issues for clients
- Served as a Quality Assurance Tester and Analyst, creating test plans, requirements, scenarios, and test date for use during testing
- Performed tests on new software products to ensure that programs satisfied all specifications and requirements
- Contract role
- Delivered high level of service to clients to both maintain and extend relationship for future business opportunities.
- Supported senior managers and department leaders by completing projects and problem resolution under tight budgets and schedule demands.
IT Support Technician & Picker
Amazon
08.2019 - 11.2019
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and scanners.
- Managed high levels of call flow and responded to technical support needs.
- Used ticketing systems to manage and process support actions and requests.
- Generated reports to track performance and analyze trends.
IT Support Technician
Emtec, Inc.
07.2017 - 07.2019
- Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation.
- Collaborated with business partners and internal stakeholders to optimize scheduling of repair and upgrade jobs, minimizing resource availability disruptions.
- Deployed 3000 devices across multiple facilities, connecting hardware to central network hubs for multi-site interconnectivity.
- Authored detailed documentation on service call resolutions, providing valuable data on both personnel performance and effective remediation techniques.
- Worked with various systems, software, and peripherals, and various types of games.
Student Advisor - Veteran Services Department
The University of Texas at Austin
01.2014 - 05.2017
- Advised students individually and in groups on academic programs for individual interests.
- Pointed students to relevant information about academic and personal support services available on campus.
- Encouraged students to explore age-appropriate and career-related opportunities.
- Empowered students through counseling and skill-building exercises.
- Educated students on college admissions process and scholarship requirements.
- Worked with individuals to help understand and overcome personal, social or behavioral problems affecting educational or vocational situations.
82nd Division HR Specialist & Mail Logistics Clerk
United States Army
01.2007 - 07.2011
- Monitored employee attendance and performance, addressing issues in accordance with company policies and procedures.
- Maintained personnel records and statistical data to establish accuracy and compliance with applicable regulations.
- Created and delivered HR training sessions to staff, managers and executives.
- Improved office efficiency by effectively managing internal communications and correspondence.
- Worked alongside global business leader to deploy new training strategies.
- Coordinated implementation of people-related services, policies and programs through departmental staff.
- Collected and analyzed information to monitor compliance outcomes and identify and address trends of non-compliant behavior.
- Completed human resource operational requirements by scheduling and assigning employees.
- Developed and implemented onboarding and orientation programs for new employees.
Education
Bachelor of Applied Science - Computer Systems Networking
Florida State College At Jacksonville (FSCJ)
Jacksonville, FL05.2024
Skills
- Data Analytics
- End user support
- Networking & Wireless Support
- IT Service Management
- Project Management
- Cabling & Wide area networks (WAN)
- Troubleshooting skills
- Peripherals maintenance
- Software upgrades
- Advanced troubleshooting
Certification
- CompTIA A+
- VPware
- VoIP technology
- Microsoft Office Suite
- Local Area Networks (LAN)
- Virtual Public Network (VPN)
- Cabling & Wide area networks (WAN)
- SQL language
- ServiceNow
- Microsoft Azure
Military Experience
United States Army, Fort Bragg, NC, 01/01/07, 07/01/11, 82nd Division HR Specialist & Mail Logistics Clerk
Timeline
Desktop Support Analyst
Futura
10.2024 - Current
IT Intern
Arthritis & Osteoporosis Treatment Center
05.2022 - 11.2024
Tier 1 Technical Support
Leidos
03.2021 - 08.2021
Assistant Project Manager
Bluestone Apps
02.2020 - 08.2021
IT Support Technician & Picker
Amazon
08.2019 - 11.2019
IT Support Technician
Emtec, Inc.
07.2017 - 07.2019
Student Advisor - Veteran Services Department
The University of Texas at Austin
01.2014 - 05.2017
82nd Division HR Specialist & Mail Logistics Clerk
United States Army
01.2007 - 07.2011
Bachelor of Applied Science - Computer Systems Networking
Florida State College At Jacksonville (FSCJ)