Matthew Stough
Orlando,FL
Summary
Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
13
13
years of professional experience
Work History
EUC Desktop Support
Infosys Technologies
10.2023 - Current
- Enhanced system performance by troubleshooting and resolving software, hardware, and network issues.
- Streamlined IT support processes for quicker response times and improved user satisfaction.
- Deployed and maintained desktop systems to ensure optimal functionality and minimize downtime.
- Provided comprehensive technical support for users, addressing various issues related to computer systems, peripherals, and applications.
- Optimized PC performance through regular updates, patches, and system upgrades.
- Coordinated with vendors on warranty claims for faulty equipment, reducing costs associated with repairs or replacements.
Field Engineer L4
Unisys
08.2021 - 09.2023
- Identified major issues that could arise and provided solutions for these problems.
- Performed Break-Fix for Various Dell products such as Desktops, Laptops, and tablets.
- Updated and installed new software on desktop and laptop computers to maintain thelatest technology.
- Disassembled computers to perform diagnostics and check for repair needs.
- Supplied end-user assistance for Dell systems via remote and on-site support.
- Improved project efficiency by implementing advanced troubleshooting techniques and optimizing equipment performance
- Enhanced client satisfaction by providing timely and accurate technical support for complex issues
Roving technician
Asurion
05.2019 - 07.2021
- Disassembled computers to perform diagnostics and check for repair needs.
- Updated and installed new software on desktop and laptop computers to maintain latest technology.
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Linked computers to network and peripheral equipment.
- Used diagnostic tools to identify hardware failures and replace non-functional components.
- Maintained quality assurance and customer satisfaction objectives.
Service Desk Coordinator
Best Buy
01.2015 - 03.2019
- Oversaw IT department operations and training.
- Guided organizational technology strategy and roadmaps.
- Wrote policy, procedure and manuals governing internal IT use.
- Adjusted project plans to account for dynamic targets, staffing changes and operational specifications.
- Conferred with executives to advise and plan for short-term and long-term IT system upgrade needs.
Service Desk Technician
Best Buy
03.2011 - 01.2015
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Education
Bachelor of Science - Information Technology
Strayer University
Orlando, FL07.2024
GED -
Seminole State College
Sanford, FL06.2012
Skills
- End-User Support
- Remote Diagnostics
- Application Installations
- Technical Support
- Hardware Installation
- Asset Management
- Help Desk Experience
- IT Security Protocols
- Critical Thinking
- Adaptability to Change
- Team Collaboration
- Incident Management
- Problem Solving Abilities
- Continuous Learning
- Application Support
- Help Desk Support
- User Support
Timeline
EUC Desktop Support
Infosys Technologies
10.2023 - Current
Field Engineer L4
Unisys
08.2021 - 09.2023
Roving technician
Asurion
05.2019 - 07.2021
Service Desk Coordinator
Best Buy
01.2015 - 03.2019
Service Desk Technician
Best Buy
03.2011 - 01.2015
Bachelor of Science - Information Technology
Strayer University
GED -
Seminole State College
Similar Profiles
Krishna Sai MulakuntlaKrishna Sai Mulakuntla
Technology Lead at Infosys TechnologiesTechnology Lead at Infosys Technologies
Janani ChinthamneediJanani Chinthamneedi
Senior Associate Consultant at Infosys TechnologiesSenior Associate Consultant at Infosys Technologies
Preethi NairPreethi Nair
Technology Lead at Infosys technologiesTechnology Lead at Infosys technologies
Shivam SharmaShivam Sharma
Functional Consultant at Infosys Technologies, GurgaonFunctional Consultant at Infosys Technologies, Gurgaon
Jose A GonzalezJose A Gonzalez
Program Manager at Avanos OrthopedicsProgram Manager at Avanos Orthopedics