Matthew Peterson

• Builds and maintains a trusting, partnership with C-Level executives for 18 clients totaling almost 2200 seats across the country
• Work with client to become and remain compliant with FTC Safeguards
• Develops and executes five-year hardware refresh strategy to ensure the client’s network, desktop, cyber-security, and voice communications remain “state of the art” and fully capable of supporting their business
• Works with senior solutions engineer to design, plan, and quote existing client hardware refreshes based on five-year financial forecast
• Coordinates the quoting process for purchased equipment and acquires necessary approval of C-level executives to ensure smooth transition to Project Management for configuration/deployment
• Conducts on-site visits as needed to understand client’s business operations and challenges to determine how new products can be leveraged in order to help solve business problems and increase throughput
• Managed implementation of new technological improvements resulting in increased efficiency.
• Developed suggestions for technical process improvements to optimize resources.
• Assessed business requirements to create focused solutions.

• Delivered reports for clients on-demand
• Developed and styled quotes for account managers to deliver to clients
• Answered technical questions for account managers to aid in client satisfaction

• Worked with third-party vendors to resolve issues with hardware or software
• Provided on-site and remote technical support to users.
• Used advanced technical knowledge and troubleshooting skills to diagnose problems with desktops, mobile devices, applications, and peripheral equipment.
• Created user accounts and assigned permissions.
• Troubleshot various technical issues dealing with printers, network and phone systems.
• Installed new hardware and software, patched systems, and configured settings.
• Maintained, analyzed, troubleshot and repaired computer systems, hardware and computer peripherals.

• Worked with third-party vendors to resolve issues with hardware or software
• Provided on-site and remote technical support to users.
• Used advanced technical knowledge and troubleshooting skills to diagnose problems with desktops, mobile devices, applications, and peripheral equipment.
• Created user accounts and assigned permissions.
• Troubleshot various technical issues dealing with printers, network and phone systems.
• Installed new hardware and software, patched systems, and configured settings.
• Maintained, analyzed, troubleshot and repaired computer systems, hardware and computer peripherals.

• Create and manage new users accounts across multiple systems including Active Directory and Microsoft 365 as well as supported vendors.
• Create and manager VoIP accounts.
• Perform audits and clean up of Active Directory and MS 365.
• Performed user account maintenance tasks, archiving defunct credentials

Served Multiple Roles while at Plaza Ford

• Documenting customer concerns on their vehicle and accurately
  relaying this information to technicians.
• Respond to customer objections both directly
  and via escalation through management.
• Communicate between customers and
  technicians for resolution of customer concerns.
• Document resolution and prepare final
  invoice for customer.
• Maintained high customer satisfaction standards to meet or exceed targets.
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
• Maintained up-to-date knowledge of product and service changes.