Summary
Overview
Work History
Education
Skills
Timeline
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Matthew Mills

Oak Point,TX

Summary

Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.

Overview

11
11
years of professional experience

Work History

Senior Customer Support Analyst

Derbysoft, Inc.
11.2019 - Current
  • Implemented a comprehensive knowledge base for internal use, enabling faster resolution times for common problems.
  • Recognized escalation needs and connected customers with advanced support staff.
  • Researched and identified solutions to technical problems.
  • Supported customers throughout incident response, management and resolution to deliver expert assistance for technical needs.
  • Collaborated with cross-functional teams to resolve escalated customer issues, leading to improved relationships and client retention.
  • Developed custom reports for management detailing key support metrics, trends, and areas of improvement.
  • Helped streamline repair processes and update procedures for support action consistency.

Portal Support

Derbysoft, Inc.
01.2018 - 11.2019
  • Communicated with customer representatives for feedback and distribution.
  • Collaborated with cross-functional teams to gather information for accurate and comprehensive documentation.
  • Wrote up technical specs for the portal development team to develop new tools for the customers to interface with.

Customer Support Analyst

Derbysoft, Inc.
03.2013 - 10.2018
  • Collaborated with cross-functional teams to identify and resolve recurring customer concerns.
  • Offered assistance in implementing and developing training programs.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Recognized escalation needs and connected customers with advanced support staff.
  • Worked closely with client managers to communicate customer feedback, influencing future product enhancements and updates.
  • Monitored system performance to identify potential issues.
  • Researched and identified solutions to technical problems.

Education

Associate of Arts - Radio And Television Broadcasting

Antelope Valley College
Lancaster, CA
05.2006

High School Diploma -

Port St. Lucie High School
Port Saint Lucie, FL
06.2003

Skills

  • SQL
  • Technical Documentation
  • Customer service expert
  • Technical documents comprehension
  • Teamwork and Collaboration
  • Tracking and Documentation
  • Troubleshooting
  • Technical issues analysis
  • Customer Service

Timeline

Senior Customer Support Analyst

Derbysoft, Inc.
11.2019 - Current

Portal Support

Derbysoft, Inc.
01.2018 - 11.2019

Customer Support Analyst

Derbysoft, Inc.
03.2013 - 10.2018

Associate of Arts - Radio And Television Broadcasting

Antelope Valley College

High School Diploma -

Port St. Lucie High School

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Matthew Mills