Matthew Preston
Clinton,UT
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
20
20
years of professional experience
Work History
Information Systems Support Specialist
USA Cash Services
1752 Combe Rd South Ogden, UT
06.2015 - Current
- Assist End-Users 17 local and 17 in multiple states in identifying issues and explained solutions to restore service and functionality.
- Documented support interactions for future reference.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Monitored systems in operation and quickly troubleshot errors.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Assisted with updating technical support best practices for use by team.
- Configured hardware and granted system permissions to new employees.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Diagnosed and troubleshot hardware, software and network issues.
- Researched and identified solutions to technical problems.
- Configured hardware, devices, and software to set up work stations for employees.
- Created user accounts and assigned permissions.
- Installed and configured operating systems and applications.
- Monitored system performance to identify potential issues.
- Configured and tested new software and hardware.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Tested new software and hardware prior to deployment.
- Developed and implemented preventive maintenance procedures.
Help Desk Support Specialist
EBiztv (Costa Vida Menu Boards)
1752 Combe Rd
07.2015 - Current
- Manage 92 end-users with Digital Menu Boards from California to Missouri up to Canada
- Troubleshoot Digital Menu Box issues.
- Communicate with End-Users though Calls, texts and emails.
- Meet deadlines working with corporate Costa Vida to change pricing and push new ads content out.
- Meet deadlines with Franchised Costa Vida owners with price changes and ads screen
- Travel to Costa Vida to for onsite repairs.
- Logged activities in tracking system to maintain accurate, timely records.
- Used established procedures to identify critical customer and system issues and escalate problems to appropriate person or group.
- Provided end-user system and equipment training.
- Maintained inventory of peripheral equipment, new and used Digital Menu Boxes (Case, Pi, SD Cards, Ethernet Cables, HDMI, switches)
- Researched and identified solutions to technical problems.
IT Support Specialist
Playa Del Sol (Franchise Of 15 Costa Vida)
1752 Comber Rd South Ogden, Utah 84403
07.2015 - Current
- Cover 15 franchised location with all IT issues
- Use remote software to work on computers at locations.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Travel to locations to diagnosed and troubleshoot hardware, software and network issues.
- Assisted in development of system security protocols.
- Configured hardware and granted system permissions to new employees.
Member Benefits Associate
Rocket Lawyer
Ogden, UT
07.2012 - 11.2013
- Walked 50 to 75 end-users daily through website to assisted them in finding documents end-users were looking for.
- Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
- Connect customers with Attorney that will be able to help with their situation.
- Resolved issues and inquiries from plan participants regarding contact with attorneys through telephone, email.
Collections Agent
Wells Fargo
SLC, UT
07.2009 - 06.2012
- Fielded 75 or more called per day
- Processed payments and applied to customer balances.
- Achieved performance goals on consistent basis.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Persistently reached out to customers with extremely past due accounts to recover lost revenue.
- Negotiated to collect balance in full.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Counseled debtors on payment options and arranged installment agreements.
- Managed past due collection calls, skip tracing, outside collections agency coordination and litigation activities.
Produce Associate
Walmart
Layton, UT
09.2003 - 09.2009
- Stocked fruits and vegetables and removed old or poor quality products.
- Pleasantly greeted customers and provided prompt and courteous service.
- Maintained safe, neat, and clean working environment and closely monitored for wet floors or other hazards.
- Assisted customers with price checking fruits and vegetables and finding requested items in department.
- Received and unloaded new items upon delivery and checked products for damage and order accuracy.
- Rotated grocery products ensuring that expired or spoiled items were immediately removed and adhered to "first in, first out" rule.
- Operated balers, power jacks and slicing machines.
- Blocked produce and culled damaged or spoiled pieces.
Education
High School Diploma -
Northridge High School
Layton, UT06.1998
Skills
- Critical Thinking
- Problem Description
- Service Ticket Tracking
- Reading Comprehension
- Installing Network Cable
- Software and Hardware Assistance
- Report Creation
- Help Desk Support
- Technical Support
- Printers and Peripherals
- Support End-Users
- Network Hardware and Software Maintenance
Timeline
Help Desk Support Specialist
EBiztv (Costa Vida Menu Boards)
07.2015 - Current
IT Support Specialist
Playa Del Sol (Franchise Of 15 Costa Vida)
07.2015 - Current
Information Systems Support Specialist
USA Cash Services
06.2015 - Current
Member Benefits Associate
Rocket Lawyer
07.2012 - 11.2013
Collections Agent
Wells Fargo
07.2009 - 06.2012
Produce Associate
Walmart
09.2003 - 09.2009
High School Diploma -
Northridge High School