Summary
Overview
Work History
Education
Skills
Timeline
Generic

Matthew Stewart

United States

Summary

Help Desk Technician with 2 years of experience in quickly and effectively resolving end-users' technical issues. Dedicated to exceeding end user expectations by verifying satisfactory resolutions for every submitted ticket. Skilled at maintaining positive and meaningful communications even in stressful situations. Ready to leverage deep technical knowledge and amiable personal interactions to provide superlative technical responses in a timely manner.

Overview

5
5
years of professional experience

Work History

IT Help Desk Technician

Baskervill
01.2023 - 02.2024
    • Enhanced end-user satisfaction by promptly addressing IT issues and providing timely solutions.
    • Streamlined help desk operations by properly escalating critical issues reported via a ticket management system.
    • Reduced downtime for end-users by quickly diagnosing and resolving hardware and software issues.
    • Developed technical documentation for internal use, simplifying processes for team members and end-users alike.
    • Configured hardware, devices, and software to set up work stations for employees.
    • Monitored systems in operation and quickly troubleshot errors.
    • Explained security measures in simple terminology to help users understand malware and phishing threats.
    • Created user accounts and assigned permissions.
    • Monitored system performance to identify potential issues.
    • Proactively monitored server health, identifying potential issues before they escalated into more significant problems.
    • Diagnosed and executed resolution for network and server issues.
    • Enhanced server performance by conducting regular maintenance and updates.
    • Maintained accurate documentation, facilitating efficient knowledge transfer among team members.
    • Developed custom IT solutions to address specific business needs, driving operational improvements and cost savings.

Jr. Operations Analyst

Virginia Department Of Motor Vehicles
04.2022 - 08.2022
  • Completed a month-long training program to understand the basics of IRP, IFTA, and PRISM. Trained to follow DMV's Telephone Procedures, and was given instruction dedicated to customer interaction and processing.
  • Learned how to navigate DMV's information database, both accessing user information to assist with working tickets in a production environment, but also learning how to generate user and vehicle data correctly on a separate test environment.
  • Completed QA test cases for an online website, reviewing complex tax formulas for accuracy and confirming functionality has been implemented correctly.
  • Held meetings where I showed and explained to fellow staff the exact process of how I complete a variety of tickets and test cases.
  • Communicated concerns and problems with systems used for daily work with employees from other teams.
  • Raised concerns to the correct superiors concerning issues with individual tickets, and around issues with system-wide implications.

IT Technician

VCU Health & Astyra Corporation
09.2021 - 12.2021
    • Trained for greeting End Users as they attended Epic Health Systems training, along with how to solve basic tech problems the end-users encountered.
    • Managed the training of individuals new to the role, the allocation of individuals during the workday, and facilitated communications between fellow employees.
    • Worked nightly hours, (10am-11pm) and covered shifts when requested to.
    • Three-month contract worked to completion.

IT Technician

VCU Health & Astyra Corporation
12.2018 - 02.2019
    • Trained for greeting End Users as they attended Epic Health Systems training, along with how to solve basic tech problems the end-users encountered.
    • Managed the training of individuals new to the role, the allocation of individuals during the workday, and facilitated communications between fellow employees.
    • Worked nightly hours, (10am-11pm) and covered shifts when requested to.
    • Three-month contract worked to completion.

Education

Associate of Applied Science - Computer Science

J Sargeant Reynolds Community College
Richmond, VA
06.2020

Skills

  • Hardware Configuration
  • Help Desk Support
  • Remote Support
  • System diagnostics
  • VPN Configuration
  • VoIP Support
  • Asset Management
  • Ticket management
  • User credential management
  • Issue Troubleshooting

Timeline

IT Help Desk Technician

Baskervill
01.2023 - 02.2024

Jr. Operations Analyst

Virginia Department Of Motor Vehicles
04.2022 - 08.2022

IT Technician

VCU Health & Astyra Corporation
09.2021 - 12.2021

IT Technician

VCU Health & Astyra Corporation
12.2018 - 02.2019

Associate of Applied Science - Computer Science

J Sargeant Reynolds Community College

Similar Profiles

CREATE PROFILE
Matthew Stewart