Matthew Milam
Chicago
Summary
Experienced with diagnosing and resolving technical issues efficiently. Utilizes strong problem-solving skills to provide timely support and enhance user satisfaction. Knowledge of various software and hardware systems ensures comprehensive technical assistance.
Overview
10
10
years of professional experience
Work History
Technical Support Specialist 2
American Institutes For Research
09.2024 - 02.2025
- Delivered end-user IT support including technology deployment, hardware/software troubleshooting, root cause analysis, and asset inventory management.
- Assisted in device rollouts, software deployments, and computer system imaging.
- Recorded and tracked requests and incidents in AIR’s service management system (BMC Footprints).
- Provided mobile device deployment and support, including user guidance, activation, configuration, and problem resolution.
- Collaborated with infrastructure teams (LAN, WAN, Telephony) for local hands-on activities.
- Conducted one-on-one and group training for peers and customers on new technologies and processes.
- Maintained and expanded knowledge of relevant technologies and best practices.
- Adhered to established AIR processes while suggesting improvements for efficiency and effectiveness.
DESKTOP SUPPORT ENGINEER
Newmark
05.2021 - 06.2024
- Worked extensively in Active Directory performing basic help desk requests for password resets, enabling and disabling accounts per HR/Infosec and moving computers to their proper organizational unit when on-boarded into the Newmark domain
- Delivered high-touch technical support to C-Suite at Newmark, ensuring device security and optimal performance
- Provided customized training & resolved tech issues for Newmark's C-Suite, optimizing device security & functionality
- Installed new or upgraded hardware and software and coordinated installation and follow-up with user to achieve customer satisfaction
- Maintained inventory of installed desktop hardware and software components to keep records accurate and updated
- Acquired and maintained knowledge of product offerings, current support policies and methods of support delivery to provide technically accurate solutions to users
END USER TECHNOLOGY ANALYST
CCC Information Services
01.2018 - 05.2021
- Worked extensively in Active Directory performing basic help desk requests for password resets, enabling and disabling accounts per HR/Infosec and moving computers to their proper organizational unit when on-boarded into the Newmark domain
- Delivered high-touch technical support to C-Suite at CCC, ensuring device security and optimal performance
- Provided customized training & resolved tech issues for CCC's C-Suite, optimizing device security & functionality
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations
- Proven ability to develop and implement creative solutions to complex problems
LEVEL 1 HELP DESK TECHNICIAN
CIBC
04.2015 - 12.2017
- Worked extensively in Active Directory performing basic help desk requests for password resets, enabling and disabling accounts per HR/Infosec and moving computers to their proper organizational unit when on-boarded into the Newmark domain
- Used diagnostic tools to identify hardware failures and replace nonfunctional components
- Linked computers to network and peripheral equipment
- 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 Level 1 support to over 1,200 employees in a Windows 7 Enterprise environment
- Developed and maintained courteous and effective working relationships
Education
Bachelor of Arts - Film
Columbia College Chicago
Chicago, IL06-2005
Skills
- Technical troubleshooting
- Data backup and recovery
- Agile methodology
- Software updates
- Remote IT implementation
- Windows operating system
- Data collection
- Hardware repair
- Remote support
- Incident management
- Remote system analysis
- End user support
- Help desk experience
Timeline
Technical Support Specialist 2
American Institutes For Research
09.2024 - 02.2025
DESKTOP SUPPORT ENGINEER
Newmark
05.2021 - 06.2024
END USER TECHNOLOGY ANALYST
CCC Information Services
01.2018 - 05.2021
LEVEL 1 HELP DESK TECHNICIAN
CIBC
04.2015 - 12.2017
Bachelor of Arts - Film
Columbia College Chicago
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