Matthew Napier
Technical Support Engineer / Customer Service Representative
Austin,TX
Summary
First-rate Support Engineer with 10 years of experience offering outstanding support to users of various levels. Exceptional skills and knowledge in Customer Service and subject matter expert on Dictation Management and Speech Recognition. Established reputation as sharp technology expert when working with customers to identify and deploy solutions. First-rate Support Engineer with 10 years of experience offering outstanding support to users of various levels. Seeking new opportunities to grow in Customer Service and Project Management.
Overview
4
4
years of post-secondary education
10
10
years of professional experience
Work History
Technical Support Engineer
Certified ESupport
Austin, TX
11.2014 - Current
- Company - Certified ESupport a division of Eastern Distributing, specializing in dictation management software and hardware, speech recognition software, and cloud-based speech recognition- Software as a Service
- Provided Tier 1 and 2 IT support to non-technical internal users through desk side support services.
- Provided basic end-user troubleshooting and desktop support on Windows and Mac systems.
- Identified and solved technical issues using variety of diagnostic tools and tactics.
- Installed, modified and repaired software and hardware to resolve technical issues.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without additional intervention from support team.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Managed high levels of call flow and responded to technical support needs.
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
- Evaluated and responded to incoming sales leads and requests for technical support assistance.
- Used CRM ticketing systems to manage and process support actions and requests.
- Provided on-call support for critical support issues related to enterprise-level software.
Lead Desktop Services Technician
JLM Systems, INC.
Austin, TX
01.2011 - 11.2014
- Documented all changes and actions in computer-based tracking system.
- Evaluated systems according to predetermined checklist and noted issues.
- Gained knowledge of standard equipment, including manufacturer repair guidelines.
- Adhered to safety protocols and policies to reduce workplace hazards.
- Diagnosed and troubleshot problems, repairing and restoring machines to peak performance.
- Assisted team members with desktop equipment troubleshooting and diagnostics.
- Trained employees on machine use and maintenance.
- Demonstrated increased knowledge of company products and equipment.
- Streamlined hard disk drive upgrade processes to minimize day-to-day downtime and increase overall productivity.
Education
Associate of Arts And Sciences - Sound Technology
South Plains College
Levelland, TX 01.1999 - 05.2003
Skills
Desktop support
undefinedAccomplishments
- Customer Relations - Earned among highest marks for customer satisfaction, company-wide.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Collaborated with team of 4 in the development of instructional product videos.
- Resolved product issue through consumer testing.
Hobbies include Music Production and Cooking
I have written, recorded, and released my own music.
I am a GREAT home chef!
Timeline
Technical Support Engineer
Certified ESupport
11.2014 - Current
Lead Desktop Services Technician
JLM Systems, INC.
01.2011 - 11.2014
Associate of Arts And Sciences - Sound Technology
South Plains College
01.1999 - 05.2003
Similar Profiles
OSCAR BUITRAGO PATARROYOOSCAR BUITRAGO PATARROYO
Aircraft maintenance, line maintenance, AOG, task and service visit at CERTIFIED AVIATION CERTIFIEDAircraft maintenance, line maintenance, AOG, task and service visit at CERTIFIED AVIATION CERTIFIED
Darryl DahlDarryl Dahl
Buisness Services Manager at Certified Radio & Certified Commercial & Fleet ServicesBuisness Services Manager at Certified Radio & Certified Commercial & Fleet Services
Ke’Andrea MeeksKe’Andrea Meeks
S & M Medical Clinic at Certified Medical AssistantS & M Medical Clinic at Certified Medical Assistant
Tatiana T. TorresTatiana T. Torres
Senior Enlisted Advisor at U. S. Navy, Recruit Training CommandSenior Enlisted Advisor at U. S. Navy, Recruit Training Command
JOSE MACEDOJOSE MACEDO
Trust and Safety at Accenture/WhatsappTrust and Safety at Accenture/Whatsapp