Matthew R. Undercoffler
Denver,CO
Summary
Results-oriented IT professional with a strong focus on customer success and operational efficiency. Successfully led projects to enhance system performance and streamline onboarding processes. Committed to delivering high-quality support and fostering a positive team dynamic.
Overview
12
12
years of professional experience
Work History
IT Engineer II
Vertafore
Denver, CO
03.2022 - Current
- Managed project timelines and established road maps with defined milestones to ensure on-time delivery.
- Optimized operational efficiency by creating comprehensive run books that streamlined processes.
- Assigned tickets and tasks to leverage individual team member skills.
- Developed engineers by enhancing technical skills, resulting in improved performance metrics.
- Provided user assistance for system usage and troubleshooting inquiries.
IT Engineer I
Vertafore
Denver, CO
03.2022 - Current
- Spearheaded successful PC refresh project, upgrading 150+ machines to enhance operational efficiency.
- Developed and implemented standardized images for new machines, streamlining onboarding processes.
- Resolved hardware and software issues, minimizing user downtime and maintaining productivity.
- Developed and overhauled technical on-boarding process with HR team to ensure day one was a positive experience for new hires.
- Provided customer service, effectively addressing user needs and improving satisfaction.
Customer Support Specialist (Technical Team)
Vertafore
Denver, CO
05.2021 - 03.2022
- Delivered top-tier technical support for Vertafore software, consistently achieving high customer satisfaction scores.
- Earned recognition for exceptional customer service, consistently surpassing monthly performance targets.
- Resolved customer inquiries through effective troubleshooting and in-depth product knowledge, enhancing customer experience.
- Documented customer interactions and solutions in support ticketing system, ensuring comprehensive records for team reference.
Hospitality Management
White Lodging
, PA
08.2014 - 07.2017
- Led a team of over 30 employees in managing housekeeping, restaurant sales, and front desk operations.
- Controlled quarterly budget of $250,000 by implementing purchasing systems to optimize financial management.
- Addressed customer inquiries to maintain high levels of satisfaction and service quality.
- Inspired teams to meet deadlines and exceed company targets, fostering a culture of achievement and accountability.
- Evaluated performance data related to program goals established by management for continuous improvement.
- Generated budget reports highlighting revenue growth for presentation to owners, supporting strategic decision-making.
Education
BS - Hotel Restaurant and Institutional Management
The Pennsylvania State University
State College, PA08-2014
MS - Cyber Security
ECPI University
Glen Allen, VA04-2019
Skills
- Project management
- Project leadership
- Work flow planning
- Team leadership
- Effective communication
- Customer relationship management
- Customer relations specialist
- Effective communication
- Problem solving
- Conflict resolution
- Time management
- Conflict resolution
- Customer relations specialist
- IT incident management
- IT service management
- IT performance management
- IT infrastructure management
- Hardware maintenance
- IT documentation
Timeline
IT Engineer II
Vertafore
03.2022 - Current
IT Engineer I
Vertafore
03.2022 - Current
Customer Support Specialist (Technical Team)
Vertafore
05.2021 - 03.2022
Hospitality Management
White Lodging
08.2014 - 07.2017
BS - Hotel Restaurant and Institutional Management
The Pennsylvania State University
MS - Cyber Security
ECPI University