Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Matthew Mullin

Boise,ID

Summary

Dynamic tech support specialist with a proven track record at Ericsson, excelling in network troubleshooting, and customer service. Expert in diagnosing complex connectivity issues, and enhancing system performance. Adept at collaborating with engineering teams to resolve anomalies, ensuring minimal downtime, and seamless user experiences. Committed to proactive problem-solving and effective communication.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Tech Support Specialist

Ericsson
Boise, ID
09.2024 - Current
  • Troubleshoot and resolve complex WAN/LAN, cellular, and internet connectivity issues, including the interpretation of signal values (RSSI, RSRP, RSRQ, SINR), and the analysis of router logs to resolve signal degradation, DHCP/DNS failures, and misconfigured routing or firewall policies.
  • Configure and troubleshoot advanced network features such as IP Passthrough, static IPs, firewall zones, VLANs, and port forwarding across various customer environments.
  • Assist with the setup of IPSec VPN tunnels using standard configuration templates, and escalate advanced scenarios to engineering.
  • Analyze router logs and troubleshoot network issues using OSI methodologies, identifying problems such as signal degradation, DNS/DHCP failures, routing misconfigurations, and firewall policy conflicts.
  • Collaborate with engineering teams to resolve hardware and networking anomalies.
  • Guide end users through remote device access setup and troubleshooting in a cloud-managed environment.

Project Technician

TEKsystems
Spokane
09.2023 - 09.2024
  • Collaborated with Amazon Robotics in testing state-of-the-art robotic hardware and software, with a primary focus on hardware components
  • Detected and document hardware and software errors, alongside bugs, for team leader review and swift resolution
  • Provided insights and solutions to enhance robotic systems based on testing and troubleshooting expertise.
  • Maintain a proactive and problem-solving approach, ensuring efficient issue resolution, and minimizing downtime for robotic systems

Computer Builder

Freelance/Self Employed
Martinsburg, WV
01.2017 - 08.2023
  • Built and configured custom PCs for gaming and creative use cases.
  • Diagnosed and resolved system performance issues, including hardware failures, driver conflicts, and OS misconfigurations.
  • Installed and configured Windows operating systems, drivers, and software to maximize overall system performance

Education

Bachelor of Science - Information Systems

Trine University
Angola, IN

Skills

  • Network troubleshooting
  • Customer service
  • Problem solving
  • Support end-users
  • Data collection
  • TCP and IP fundamentals

Certification

CompTIA Security +

Ericsson Certified Network Associate

Ericsson Certified Network Professional

CCNA (in progress)

Timeline

Tech Support Specialist

Ericsson
09.2024 - Current

Project Technician

TEKsystems
09.2023 - 09.2024

Computer Builder

Freelance/Self Employed
01.2017 - 08.2023

Bachelor of Science - Information Systems

Trine University

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