Matthew Styczynski
Saratoga Springs,NY
Summary
Proficient IT Senior Support Specialist with expertise in troubleshooting, ticket management, and process improvement. Experienced in training teams and enhancing customer support workflows. Resourceful Technical Support Manager with a focus on efficiency and productivity. Strong problem-solving and communication skills foster effective teamwork and ensure client satisfaction.
Overview
7
7
years of professional experience
Work History
IT Senior Support Specialist
Fingerpaint Marketing Co.
Saratoga Springs, New York
06.2021 - Current
- Provided expert assistance in resolving client inquiries and technical issues.
- Managed support tickets in designated tracking system, ensuring timely resolution and customer satisfaction.
- Responded promptly to all incoming customer inquiries within established SLAs.
- Collaborated with cross-functional teams to optimize customer support processes, improving service delivery.
- Implemented solutions to streamline workflow and increase response times.
- Analyzed customer feedback to pinpoint service improvement areas, informing actionable enhancements.
- Facilitated communication between clients and internal teams for effective issue resolution.
- Assisted in developing new methods for providing customer support through web-based applications.
- Created comprehensive documentation for troubleshooting common client problems.
- Created documentation for troubleshooting procedures and processes related to the helpdesk system.
- Maintained detailed records of help desk tickets and other customer service requests.
- Trained junior team members on problem-solving techniques for common IT issues.
- Trained new team members on support protocols and company tools.
- Managed multiple projects simultaneously while ensuring quality deliverables were met on time.
- Established continuous improvement initiatives to achieve KPIs.
- Assembled Mac OS and Windows systems to ensure new hires had functional equipment.
- Managed team members and projects in an authoritative role
- Worked day-to-day on software's like Atlassian (Jira), 365 Admin, Azure AD, Ziflow, Airtable, Cato Client, Kandji MDM, Zoom, 1Password, Sophos, Endpoint Central, Slack, Adobe
Office Manager's Assistant
Global Service Solutions
Saratoga Springs, New York
06.2019 - 08.2019
- Coordinated meetings and scheduled appointments, enhancing communication and collaboration for staff and clients.
- Handled incoming calls, emails, and inquiries from clients and vendors.
- Maintained inventory of office supplies and ordered materials to support operational needs.
- Collaborated with team members to ensure smooth workflow across departments.
- Supported the preparation of reports and presentations for management.
- Monitored client payments and followed up on past due accounts to ensure timely collection.
Education
Associate of Applied Science - Computer Science
SUNY Adirondack
Queensbury, NY05-2021
Skills
- Technical support
- Ticket management
- IT troubleshooting
- Documentation creation
- Software deployment
- Customer relationship management
- Process improvement
- Project coordination
- Effective communication
- Problem solving
- Conflict resolution
- Hardware diagnostics
- VPN configuration
- Escalation handling
- User onboarding
- Software troubleshooting
- ITIL framework
- SLA management
- Software installation
- Network troubleshooting
- Team building
- Escalation management
- Service desk management
- Hardware support
- Active directory
- Remote Desktop
- Employee computer support
Languages
English
Full Professional
Affiliations
Founder, Adventure Club - 2017-2018
Timeline
IT Senior Support Specialist
Fingerpaint Marketing Co.
06.2021 - Current
Office Manager's Assistant
Global Service Solutions
06.2019 - 08.2019
Associate of Applied Science - Computer Science
SUNY Adirondack