Matthew Mitchell
Advanced Call Center Technologies (ACT)
JOHNSONCITY,TN
2027
years of professional experience
Professional with deep expertise in subject matter, prepared to drive impactful outcomes. Proven ability to deliver results through collaborative teamwork and adaptability. Skilled in research, analysis, and effective communication. Known for reliability and strong focus on meeting organizational goals.
Work History
Service Desk SME
4 Years 9 Months- Trained and mentored new technicians, improving onboarding efficiency and call quality.
- Trained and mentored new technicians, resulting in faster onboarding and higher call quality.
- Reviewed and revised knowledge base articles for accuracy and relevance.
- Created and maintained process and procedure documentation.
- Logged, categorized, and prioritized incidents; routed tickets using Footprints.
- Tracked incoming calls on two dedicated lines to ensure prompt service.
- Created and maintained process and procedure documentation.
- Monitored two inbound call lines (TRS and internal Service Desk)Over 70 Calls a day.
- Performed Proofpoint audits and ensured compliance across the ACT network.
- Prepared and distributed severity outage reports while collaborating with internal teams during major incidents.
- Led cross-functional training sessions to share knowledge and strengthen service delivery.
- Developed comprehensive documentation for best practices and operational procedures.
Microsoft Business Advisor
3 Months- Assisted small businesses in Microsoft 365 setup, billing, and tenant administration to enhance operational efficiency.
- Supported small businesses with Microsoft 365 setup, billing, and tenant administration.
- Processed M365 support cases and resolved subscription, licensing, and account issues.
- Resolved M365 support cases related to subscription, licensing, and account issues to ensure customer satisfaction.
Dispatcher / Customer Service
- Coordinated logistics and dispatch operations, ensuring on-time service delivery through effective planning.
- Coordinated logistics and dispatch operations to ensure timely delivery of services.
- Managed scheduling for multiple teams to optimize workload and resource allocation.
- Trained new dispatch personnel on systems and protocols, enhancing customer service standards.
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
Call Center Agent
- Coordinated dispatch operations, improving response times and enhancing service efficiency.
- Facilitated communication among drivers, customers, and emergency services during towing incidents, ensuring timely resolution.
- Coordinated dispatch operations to optimize response times and service efficiency.
- Streamlined route planning for quicker service delivery while reducing fuel expenditure.
Assistant Site Manager
- Managed daily operations of parking facilities, ensuring compliance with safety regulations and company policies.
- Coordinated staff scheduling to optimize resource allocation for operational needs.
- Implemented training programs for new hires to enhance service quality.
- Developed strategies to improve customer satisfaction and increase repeat business.
Electronics Sales Associate
- Assisted customers with product selection, resulting in personalized shopping experiences.
- Maintained product displays and organized inventory to maximize visual appeal and accessibility.
- Maintained product displays and inventory organization, ensuring optimal presentation.
- Trained new employees on store policies and product knowledge to ensure consistent customer service standards.
Cashier Clerk
- Processed customer transactions efficiently using point-of-sale systems.
- Maintained accurate cash drawer balances throughout shifts.
Warehouse Worker
- Implemented safety protocols, leading to decreased workplace incidents through training and awareness programs.
- Managed inventory levels through regular stock counts and audits, ensuring accurate stock visibility.
- Coordinated with team members to ensure timely completion of daily tasks and objectives.
- Coordinated with team members to achieve timely completion of daily tasks and objectives.
Education
GED
Skills
Identity & Access: Active Directory
Duo Admin
Virtualization: VMware
Windows 365
Citrix
VDI
Remote Support: Splashtop
VNC
RDP
Microsoft 365: Admin Center
Licensing
Outlook
Teams
Security Tools: Proofpoint
MFA
Compliance Monitoring
Telephony: Avaya 1x
TCN Systems
Ticketing Systems: Footprints
ServiceNow
Troubleshooting: Hardware
software
OS
networking
Other: ActiveBatch (basic)
IVR monitoring
KB creation
Training and mentoring
Customer focus
Creative solutions
Timeline
Microsoft Business Advisor
Microsoft
08.2024 - 11.2024Read More
Service Desk SME
Advanced Call Center Technologies (ACT)
08.2021 - 05.2026Read More
Dispatcher / Customer Service
VXI Global Solutions
2021 - 2021Read More
Call Center Agent
Agero
2020 - 2021Read More
Assistant Site Manager
Everything Parking Inc.
2019 - 2020Read More
Electronics Sales Associate
Walmart
2016 - 2019Read More
Cashier Clerk
Little General Stores
Read More
Warehouse Worker
HSNi
2015 - 2016Read More
Oak Hill High School
GED
Read More