Summary
Overview
Work History
Education
Skills
Accomplishments
LNGG
Timeline
Generic

Matthew Walsh

Benton,AR

Summary

Experienced with diagnostics, repair, and maintenance of technical equipment. Utilizes analytical skills to identify and resolve issues quickly and efficiently. Track record of strong communication and client management, ensuring high levels of customer satisfaction.

Overview

21
21
years of professional experience

Work History

Field Services Engineer

Tekion
08.2022 - 04.2025
  • Performed onsite installation, modification and maintenance of systems and equipment.
  • Examined faulty equipment, interpreted reports and analyzed customer complaints to diagnose equipment malfunction.
  • Disassembled and reassembled complex machinery to repair or replace worn or malfunctioning components.
  • Enhanced customer satisfaction with prompt and efficient troubleshooting of complex technical issues.
  • Led efforts in maintaining accurate documentation pertaining to equipment history records, warranty claims, and service reports.
  • Collaborated with engineering teams during product development phases to provide valuable insights from a field service perspective.
  • Established strong relationships with customers through clear communication and consistent follow-up on outstanding issues.
  • Troubleshot critical incidents involving network outages or security breaches, swiftly implementing remediation plans to minimize impact on operations.
  • Promoted collaboration among IT team members, facilitating knowledge sharing and skill development opportunities.
  • Increased user satisfaction by providing comprehensive IT support and training.
  • Maintained tools and equipment, parts inventory, and library of machine manuals.
  • Streamlined workflow processes, reducing downtime and increasing overall productivity in the field.
  • Tested equipment performance and demonstrated operation and servicing of equipment to customer.
  • Effectively prioritized competing demands from multiple clients while maintaining high standards of quality in all completed work assignments.

Voice Services Specialist

Tekion
08.2022 - 04.2025
  • Managed high-volume workloads, prioritizing tasks to ensure timely completion and quality results.
  • Established clear documentation standards for all aspects of voice engineering projects, promoting consistency across teams and improving knowledge transfer among colleagues.
  • Worked with users to diagnose and resolve network and device problems and implemented established technical or procedural solutions.
  • Trained new team members, sharing best practices and ensuring consistent service standards across the department.
  • Installed and maintained systems and analyzed users' needs.
  • Boosted customer satisfaction by providing prompt technical support for voice-related issues on various platforms.
  • Streamlined service processes for increased efficiency and improved customer experiences.
  • Fostered a positive work environment that encouraged collaboration, innovation, and continuous improvement among team members.
  • Developed comprehensive training programs designed to enhance skill sets of both new hires as well as experienced employees within the organization.
  • Maintained high customer satisfaction standards to meet or exceed targets.
  • Positively engaged with customers and maintained professional appearance as company representative.

Voice Services Specialist

Technology in Motion
01.2021 - 08.2022
  • Managed high-volume workloads, prioritizing tasks to ensure timely completion and quality results.
  • Established clear documentation standards for all aspects of voice engineering projects, promoting consistency across teams and improving knowledge transfer among colleagues.
  • Worked with users to diagnose and resolve network and device problems and implemented established technical or procedural solutions.
  • Trained new team members, sharing best practices and ensuring consistent service standards across the department.
  • Installed and maintained systems and analyzed users' needs.
  • Boosted customer satisfaction by providing prompt technical support for voice-related issues on various platforms.

IT Field Service Technician

Technology in Motion
01.2018 - 01.2021
  • Assisted in the planning and execution of office relocations, ensuring minimal disruption to IT services during transitions.
  • Consistently met or exceeded performance metrics for response times, problem resolution, and customer satisfaction ratings.
  • Implemented preventative maintenance schedules that resulted in reduced instances of costly equipment failures or replacements due to wear-and-tear damage over time.
  • Established a reputation for excellent problem-solving skills by resolving challenging technical issues promptly and effectively.
  • Increased user productivity by training end-users on new software applications and hardware devices.
  • Maximized equipment lifespan through routine maintenance checks, updates, and repairs as needed.
  • Provided remote support for field technicians, guiding them through complex troubleshooting processes over the phone or via online chat platforms.
  • Enhanced customer satisfaction by providing timely and efficient IT support for various hardware and software issues.
  • Improved overall network performance by troubleshooting connectivity issues and optimizing configurations.
  • Developed strong relationships with clients by consistently delivering high-quality service and maintaining open lines of communication.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Installed, configured and maintained computer systems and network connections.
  • Created user accounts and assigned permissions.
  • Offered assistance in implementing and developing training programs.

IT Help Desk Technician

Technology in Motion
04.2017 - 01.2021
  • Configured hardware, devices, and software to set up work stations for employees.
  • Reduced downtime for end-users by quickly diagnosing and resolving hardware and software issues.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Enhanced customer satisfaction by promptly addressing IT issues and providing timely solutions.
  • Maintained accurate records of all help desk interactions, allowing for improved analysis of recurring issues and identification of areas requiring additional support resources.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Provided exceptional customer service by consistently following up with users to ensure their issues were fully resolved.
  • Developed technical documentation for internal use, simplifying processes for team members and end-users alike.
  • Used ticketing systems to manage and process support actions and requests.
  • Managed high levels of call flow and responded to technical support needs.
  • Created user accounts and assigned permissions.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Researched and identified solutions to technical problems.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Offered assistance in implementing and developing training programs.

Oracle Functional Consultant

Papillon Consulting
04.2004 - 04.2017
  • Delivered comprehensive training sessions for end-users on proper usage of Oracle tools and systems, promoting productivity and confidence in their abilities.
  • Collaborated with cross-functional teams to ensure successful integration of Oracle systems with other platforms.
  • Maintained detailed documentation on system configurations, updates, and issue resolutions for future reference.
  • Participated in regular meetings with project stakeholders to provide progress updates and discuss potential improvements or challenges moving forward.
  • Proved successful working within tight deadlines and a fast-paced environment.
  • Tested functional compliance of company products.

IT Technician

TNWEB, LLC
05.2009 - 10.2013
  • Maintained office PCs, networks and mobile devices.
  • Provided remote technical support, resolving issues quickly without requiring onsite visits whenever possible.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Enhanced user experience with thorough troubleshooting and resolution of hardware and software problems.
  • Conducted regular preventive maintenance on hardware equipment, prolonging lifespan while minimizing unexpected failures.
  • Monitored server room, wireless network and other server infrastructure, keeping systems running smoothly.
  • Installed and configured operating systems and applications.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Installed, configured and maintained computer systems and network connections.
  • Removed malware, ransomware, and other threats from laptops and desktop systems.
  • Configured and tested new software and hardware.
  • Researched and identified solutions to technical problems.

NOC Technician

TNWEB, LLC
05.2009 - 10.2013
  • Optimized equipment performance by performing routine maintenance tasks such as firmware upgrades.
  • Maintained accurate documentation of network infrastructure, updates, incident reports, and resolutions for future reference.
  • Ensured smooth network operations by configuring and maintaining hardware, software, and other related components.
  • Performed necessary maintenance to support network availability.
  • Configured and maintained network backup and recovery procedures.
  • Configured, monitored and maintained email applications and virus protection software.
  • Monitored network hardware operations to evaluate proper configuration.

Education

High School Diploma -

Marshall County High School
Lewisburg, TN

Skills

  • Network troubleshooting
  • IT documentation
  • IT asset management
  • Server maintenance
  • User training
  • Troubleshooting and Diagnostics
  • Problem-solving
  • Technical troubleshooting
  • Hardware and software repair
  • Computer diagnostics
  • Device installation
  • Hardware diagnostics

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Resolved product issue through consumer testing.

LNGG

Business Fluent Languages: English

Timeline

Field Services Engineer

Tekion
08.2022 - 04.2025

Voice Services Specialist

Tekion
08.2022 - 04.2025

Voice Services Specialist

Technology in Motion
01.2021 - 08.2022

IT Field Service Technician

Technology in Motion
01.2018 - 01.2021

IT Help Desk Technician

Technology in Motion
04.2017 - 01.2021

IT Technician

TNWEB, LLC
05.2009 - 10.2013

NOC Technician

TNWEB, LLC
05.2009 - 10.2013

Oracle Functional Consultant

Papillon Consulting
04.2004 - 04.2017

High School Diploma -

Marshall County High School

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