Microsoft 365
Matthew Turner
Systems Support Analyst
La Grange,KY
Summary
With over 25 years of experience in the information technology field, expertise lies in utilizing problem-solving, customer service, and communication skills to deliver efficient and effective end-user support. Strong track record in troubleshooting hardware, software, printers, Microsoft Office applications, and Microsoft 365 administration. Excels in access management, documentation, logging and tracking system-related data, and providing exceptional customer service. Savvy expert who thrives in customer-focused environments, adept at troubleshooting computer hardware and software issues. Knowledgeable of standard operating systems, networking protocols, and technical support procedures allows for identification and resolution of complex technical problems with ease. Equipped with strong problem-solving abilities, a willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to take on new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
25
25
years of professional experience
1
1
Certification
6
6
years of post-secondary education
Work History
Desktop Support Specialist
Global Connection Inc of America, dba StandUp Wireless
Rockville, MD
05.2024 - 02.2025
- Provided application, software, hardware, network and printer support
- Assisted users with technical issues
- Managed Onboarding/Offboarding of employees
- Created knowledge base documentation
- Provided remote desktop support to resolve technical issues efficiently
- Maintained records of issues and resolutions using Jira
- Resolved 95% of software-related incidents within the first contact, enhancing user satisfaction
- Collaborated with vendors and other internal departments to resolve client issues
- Provided AWS VPN support
Systems Support Analyst II
Infinite Solutions, LLC
New Albany, IN
04.2012 - 03.2024
- MSP Support of multiple clients IT needs
- Senior analyst for the User Access Requests (UAR) team
- Managed Onboarding/Offboarding of employees
- Provided training and guidance to junior techs
- Diagnosed and resolved technical issues related to access, hardware, software, operating systems and network connectivity
- Managed user accounts and permissions across various systems, applications and network resources to ensure proper access and security
- Provided additional Help Desk support to the Service Desk
- Maintained accurate records of issues, solutions, and requests in the ConnectWise ticketing system
- Created knowledge base documentation of client information & processes
- Collaborated with vendors and other internal departments to resolve client issues
- Provided on-call, after hours support
User Support Specialist I
ResCare / BrightSpring Health Services
Lousville, KY
07.2011 - 04.2012
- Provided help desk support for over 50,000 employees throughout the U.S
- Provided application, software, hardware, network and printer support
- Novel GroupWise, Oracle Financials & Citrix based application support
- Active Directory account unlocks, password reset and group management
- Microsoft Office Support
- Provided remote access support to troubleshoot client issues
- Tracked and logged all incidents using the Numara Footprints ticketing system
- Troubleshoot internet/network connectivity issues
Service Desk Analyst
Marsh & McLennan
Louisville, KY
04.2009 - 03.2011
- Provided help desk support for over 55,000 employees throughout the world
- Provided mobile device support
- Active Directory password resets, account unlocks and email distribution lists
- Provided support to over various system applications
- Cisco Unified MeetingPlace Support
- Outlook and Lotus Notes support
- Remote access support
- Experience pushing out software through SMS
- Maintained records of issues and solutions using CA Service Desk
Education
Degree of Study - Microcomputing
Columbus State Community College
Columbus, OhioHigh School Diploma -
Pickerington High School
Pickerington, OH 08.1988 - 05.1992
High School Diploma -
Eastland-Fairfield Career & Technical Schools
Groveport, OH 08.1990 - 05.1992
Skills
- Microsoft Windows and Server experience
- Microsoft Office Administration and Support
- Microsoft 365 Administration and support
- Microsoft Exchange Administration and support
- Microsoft Teams Administration and Support
- Active Directory; Entra ID
- Remote desktop support
- Help Desk
- Customer Service
- Call Center experience
- Mobile device support
- CA Service Desk; ConnectWise; Jira Ticketing Systems
- ITGlue; Confluence knowledge base documentation
- PowerShell experience
- VPN support
- Typing skills of 70 wpm
- Application support
- Hardware troubleshooting
- User account management
- User assistance
- End-user training
- Technical support
- Training and mentoring
- Operating systems
- System administration
- Software installation
- Vendor relations
Certification
- Microsoft Certified Professional, E782-6581
- Microsoft Technology Associate, E782-6580
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Work Preference
Work Type
Full TimeWork Location
RemoteHybridOn-SiteImportant To Me
Work-life balanceHealthcare benefits401k matchPaid sick leavePersonal development programsWork from home optionPaid time offCareer advancementSoftware
Microsoft Exchange
Active Directory
Entra ID
Microsoft Windows OS and Server
ConnectWise PSA
ConnectWise Automate
ConnectWise Control
Jira
Confluence
ITGlue
Mimecast
Exclaimer Email Signature
Nextiva
Ringcentral
Mitel
Duo
TeamViewer
Splashtop
AllScripts
MatrixCare
PointClickCare
Keeper
Slack
Google Workspace
Microsoft Office
Pharmerica
1Password
Maas360
Languages
English
Native or Bilingual
Timeline
Desktop Support Specialist
Global Connection Inc of America, dba StandUp Wireless
05.2024 - 02.2025
Systems Support Analyst II
Infinite Solutions, LLC
04.2012 - 03.2024
User Support Specialist I
ResCare / BrightSpring Health Services
07.2011 - 04.2012
Service Desk Analyst
Marsh & McLennan
04.2009 - 03.2011
High School Diploma -
Eastland-Fairfield Career & Technical Schools
08.1990 - 05.1992
High School Diploma -
Pickerington High School
08.1988 - 05.1992
Degree of Study - Microcomputing
Columbus State Community College
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