Matthew Milam
Chicago,IL
Summary
Proven track record in enhancing system performance and customer satisfaction at Newmark, adept in hardware and software troubleshooting (hard skill) and maintaining effective relationships (soft skill). Spearheaded innovative technology solutions at CCC Information Services, boosting efficiency. Expert in diagnosing and resolving end-user issues, ensuring operational excellence with over 1,200 employees supported at CIBC. Results-oriented Desktop Support Engineer with 10+ years of experience providing quality and professional installation, configuration and support of desktop and laptop computers, personal and network printers and applications. Strong knowledge of TCP and IP and well-versed in Windows 10 Pro, macOS and Active Directory.
Overview
9
9
years of professional experience
Work History
Desktop Support Engineer
Newmark
05.2021 - Current
- Installed new or upgraded hardware and software and coordinated installation and follow-up with user to achieve customer satisfaction.
- Configured hardware, devices, and software to set up work stations for employees.
- Enhanced system performance by troubleshooting and resolving software, hardware, and network issues.
- Provide desktop support for 1,700 employees
- Managed inventory of IT assets including hardware components and software licenses to maintain accurate records and ensure compliance with company policies.
End User Technology Analyst
CCC Information Services
01.2018 - 05.2021
- Assisted with deployment issues by clarifying user questions and identifying problems.
- Optimized system performance through regular maintenance and updates, resulting in increased efficiency.
- Provided Mac and PC Support for 2,324 employees company wide
- Oversaw technology services delivery, consulting with relevant personnel to assist with migration and troubleshooting.
- Tested modified programs to correct adverse impacts on programs or systems operations.
- Collaborated with cross-functional teams to develop innovative technology solutions for business challenges.
Level 1 Help Desk Technician
CIBC
04.2015 - 12.2017
- · Used diagnostic tools to identify hardware failures and replace non-functional components.
- ·Provided Level 1 Tier Support to 48,000 employees
- · Explained technical information in clear terms to non-technical individuals to promote better understanding.
- · Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Provided basic end-user troubleshooting and desktop support.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Developed and maintained courteous and effective working relationships
Skills
- Data Backup and Recovery
- Remote Desktop Support
- End-user support
- Help Desk Experience
- Active Directory Management
- Laptop Servicing
- Software Patches
- LAN/WAN
- Application support
- Mac OS Operating System
- Microsoft Windows and Office
- Technical Troubleshooting
Timeline
Desktop Support Engineer
Newmark
05.2021 - Current
End User Technology Analyst
CCC Information Services
01.2018 - 05.2021
Level 1 Help Desk Technician
CIBC
04.2015 - 12.2017