Matthew Petty
Amarillo
Summary
Results-driven IT Support Specialist with 8+ years of remote experience resolving hardware, software, and network issues for diverse user bases. Consistently exceeded SLAs by ensuring full resolution and customer verification on every ticket. Excelled in high-pressure remote environments while maintaining clear, positive communication. Eager to apply deep technical expertise and customer-focused approach to deliver exceptional Tier 1/2 support.
Overview
14
14
years of professional experience
Work History
Customer Support Technician
TRUNO
11.2016 - 08.2024
- Resolved hardware and software issues for customers via phone and Bomgar remote chat, explaining technical concepts in clear, simplified terms
- Resolved 15–20+ support tickets daily while monitoring and troubleshooting 5+ ongoing long-term issues
- Used ticketing system (E-Automate) to manage and process support actions and requests
- Escalated unresolved issues to field or tier 3 technicians and kept customers informed of ticket status and resolution timelines
- Troubleshot complex technical issues and created detailed documentation in OneNote for the entire helpdesk
- Rebuilt corrupted sales reports and SQL data using virtual machines to ensure accuracy and restore system integrity
Sales Associate D.I.
Best Buy
10.2014 - 01.2015
- Built strong customer rapport and long-term relationships through active engagement and personalized service
- Assisted customers in locating products, ensuring a seamless and efficient shopping experience
- Maintained composure and resolved issues professionally in high-pressure, fast-paced retail environments
- Mentored new team members on sales associate responsibilities, product knowledge, and customer service best practices
IT Technician
City of Amarillo I.T. Dept.
11.2010 - 04.2014
- Managed daily, weekly, and monthly backups for all city servers to ensure data integrity and disaster recovery readiness
- Maintained comprehensive inventory of all new and legacy devices, including computers, laptops, printers, and peripherals
- Supported enterprise-wide migration of desktops and laptops to Windows 7, minimizing downtime and ensuring compatibility
- Collaborated with technicians to diagnose and resolve diverse hardware, software, and network issues
Education
High School Diploma -
Amarillo High School
Amarillo, TX04-2011
Skills
- First Call Resolution Focus
- Windows 10/11 troubleshooting
- Root cause analysis
- Detail-oriented documentation
- Customer-facing technical communication
- Multitasked on 20 concurrent support tickets
- Bomgar remote support
- Familiar with batch scripting
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
High School Diploma -
Amarillo High School