Summary
Overview
Work History
Education
Skills
Timeline
Generic

Matthew Petty

Amarillo,TX

Summary

Dedicated IT professional with 8+ years of quickly and effectively resolving customers' technical issues. Prioritization of exceeding client expectations by verifying satisfactory resolutions for every submitted ticket. Skilled at maintaining positive communications even in stressful situations. Ready to leverage deep technical knowledge and amiable personal interactions to provide superlative technical responses.

Overview

14
14
years of professional experience

Work History

Customer Support Technician

TRUNO
11.2016 - 08.2024
  • Communicate with customers in simplified terms via phone and Bomgar live chat to resolve various hardware and software issues.
  • Used ticketing systems to manage and process support actions and requests.
  • Dispatch service technician if unable to resolve the issue remotely and update customer of ticket status.
  • Troubleshoot issues and create documentation in OneNote for the entire helpdesk.
  • Use virtual machines to rebuild incorrect sales reports/ SQL data.

Sales Associate D.I.

Best Buy
10.2014 - 01.2015
  • Engaged with customers to effectively build rapport and lasting relationships.
  • Assist customers in locating products they are looking for
  • Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
  • Mentor new team members on all sales associate duties


IT Technician

City of Amarillo I.T. Dept.
11.2010 - 04.2014
  • Maintain data backup of all city servers and keep daily, weekly, and monthly backups
  • Maintain inventory of all new and old devices; Computers, Laptops, Printers, and other peripherals.
  • Assist with projects such as migrating all desktops and laptops to windows 7

Education

Bachelor of Science - Data Analytics

Western Governors University
Salt Lake City, UT

High School Diploma -

Amarillo High School
Amarillo,TX
04-2011

Skills

  • Troubleshooting experience
  • Detail oriented
  • Technical support triage
  • Remote support
  • Ability to manage several issues simultaneously
  • Skilled in translating complex technical concepts in simplified terms

Timeline

Customer Support Technician

TRUNO
11.2016 - 08.2024

Sales Associate D.I.

Best Buy
10.2014 - 01.2015

IT Technician

City of Amarillo I.T. Dept.
11.2010 - 04.2014

Bachelor of Science - Data Analytics

Western Governors University

High School Diploma -

Amarillo High School

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