Matthew Titus
Vancouver,WA
Summary
Seeking a job that will make use of my IT skills and my years of experience as an IT support technician. Gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows and Linux systems. Proven skill in resolving problems quickly on first call.
Overview
12
12
years of professional experience
Work History
Tier 1 Technical Support Specialist
Fullsteam Personnel, LLC
05.2022 - Current
- Provided support to business owners using our point-of-sale software.
- Collaborated with team members to share best practices and improve overall service quality.
- Educated customers on software features and functionalities, empowering them with the knowledge needed for self-support when possible.
- Gave support by telephone & email for our proprietary point of sale software.
- Diagnosed and solved hardware and networking related issues over the phone.
- Asked customers targeted questions to quickly understand the root of the problem.
- Properly escalated unresolved issues to appropriate internal teams (e.g. software developers)
- Prioritized and managed several open issues at one time.
- Provided exceptional customer service.
Treatment Consultant
Sovereign Health Group
01.2015 - 01.2018
- This role helped me with communication and organization skills
- I would often work with whole families to figure out the best way to admit their loved one into one of our facilities
- The admissions process had many moving parts and required focus and patience.
- Responsible for bringing clients into Sovereign’s substance abuse and mental health facilities
- Provided phone consultation to people looking for treatment
- Negotiated out of pocket costs based on the client’s insurance policy
- Exceeded quota for bringing in new clients
Inbound Customer Care and Sales Rep
CenturyLink
01.2013 - 01.2015
- This role helped me learn to solve client problems quickly and efficiently
- It also honed my professional communication skills.
- Took 40+ customer service calls per day
- Routinely placed customer orders by upselling
- Received company employee performance award for exceeding sales quota
- Managed quality communication, customer support, and product representation for each customer
Education
Cybersecurity and Computer Forensics AAS -
Peninsula College
Port Angeles, WA04.2022
Skills
- Familiar with many different distributions of Linux I used Kali Linux frequently in college
- Able to manage current and past versions of Windows or Windows Server
- Familiar with Windows PowerShell and the Linux terminal We would often use operating systems with no GUI in school
- Experience managing Active Directory
- Able to read, write, and interpret SQL
- Experience using MySQL Workbench
- Basic knowledge of security techniques like encryption, firewall configuration, VPNs, defense-in-depth, DMZs, and wireless security
- Familiar with ethical hacking and the techniques used to compromise network security
- Intermediate networking skills Once worked together with a team to build a network of virtual machines, including three subnets, a pfSense firewall, and a domain controller
- Experience working and collaborating remotely
Leadership Experience
I did some peer tutoring for my college. I would help fellow students with their IT assignments.
Timeline
Tier 1 Technical Support Specialist
Fullsteam Personnel, LLC
05.2022 - Current
Treatment Consultant
Sovereign Health Group
01.2015 - 01.2018
Inbound Customer Care and Sales Rep
CenturyLink
01.2013 - 01.2015
Cybersecurity and Computer Forensics AAS -
Peninsula College
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