Matthew White
Jacksonville,FL
Summary
Knowledgeable, results-driven technology professional with 10 years’ experience as an IT specialist. Thrives on process improvement, problem solving, and creating or reinforcing positive relationships between information technology providers and their customers. Passion for all technology and for helping others reach their full potential through the prism of technological applications.
Overview
11
11
years of professional experience
Work History
Service Desk Specialist
CSX
Jacksonville, FL
02.2016 - Current
- Efficiently resolve customer inquiries and technical issues on initial contact, achieving a high first-call resolution rate
- Coordinate with support teams to escalate and prioritize unresolved issues, ensuring timely and effective resolution for customers
- Successfully manage call handling metrics staying well below team target goals
- Achieving 85%+ of 75% target for call to ticket ratios, over 80% on first call resolution against the target of 72%
- Staying below after call phone codes AUX and ACW, with target metrics of 15% and 8% respectively
- Ranking consistently among the top performers on our accountability dashboard that display daily, weekly and YTD agent metric on ticket handling, reflecting strong dedication to achieving and exceeding service desk metrics
- Proactively identify and escalate high-priority incidents to systems management and other support teams, minimizing business impact and ensuring swift resolution
- Maintain detailed incident records and documentation, ensuring accurate reporting and analysis for continuous service
- Showed initiative to assist and lead part of the development of Contact Pro, a proprietary phone software for the Service Desk team, enhancing call handling efficiency and customer satisfaction
- Played a key role in the design, development, and testing phases of Help Chat, an online live chat feature
- Contribute to team goals by actively participating in team meetings, sharing best practices, and contributing ideas for process improvements
- Demonstrated exceptional technical acumen by independently developing tools and solutions that streamline Service Desk operations, despite these responsibilities not being part of the job description
- Proactively identified opportunities for automation and efficiency improvements within the Service Desk environment, resulting in reduced response times and increased team productivity
- Innovated and implemented a user-friendly tool designed to expedite account and access issue resolution for the Service Desk team, significantly reducing turnaround times and improving user satisfaction
- Independently developed a robust program that integrates with existing systems to retrieve comprehensive user account data promptly upon entering the username, enabling quick identification and proactive resolution of issues
- Enhanced the tool's functionality by incorporating custom alert mechanisms to notify agents of critical account concerns such as password expiration, account expiration, lockouts, and missing security access groups, ensuring timely intervention and preventing service disruptions
- Demonstrated a commitment to continuous improvement by regularly updating and enhancing the tool's capabilities based on evolving business needs and technological advancements, contributing to a proactive and responsive service desk environment
AppleCare Advisor (Tech Support)
Convergys
Jacksonville, FL
05.2015 - 02.2016
- Provide excellent customer service to thousands of loyal customers who either have been with Apple for decades or just bought their first Apple product
- Use Apple’s extensive knowledge base to solve many simple to complex issues that customers have
- This includes basic hardware troubleshooting to tricky application issues
- Utilize the floor of hundreds of tier 1 advisors, tier 2 advisors and team leaders to solve these many problems for our customers
- Monitored by our Team Leaders and Quality control for extensive quality assurance so we provide the excellence customer service and high quality experiences Apple sets for their Off-Site Vendors
- Quality assurance includes AHT(Average Handle Time for calls), after call work, making sure we meet business and privacy critical regulations(not handing out customer information if not already provided by the customer)
- Team Leaders also do weekly coaching with advisors to make sure performance is up to standards, for improvements and things we do good
- Surveys get sent out to customers so they can respond on how their experiences were with us
- We either would get a DSAT or VSAT
- Dissatisfied and Satisfied
- Gained extensive knowledge on all primary Apple products such as iMacs, Macbooks, iPhones, iPads, and iPods
- When I came to this job, I knew nothing about them
- Now I feel like I can work for Apple internally or open my own business with this knowledge
I.T. Administrator & On Site Help Desk
McGowan’s Heating and Air Conditioning
Jacksonville, FL
07.2014 - 01.2015
- Unique position as a system administrator and technology consultant reporting directly to Thomas Regula, the owner and operator to help streamline the business and train employees
- Coordinated and Implemented new policies and procedures to improve production by 4% by going paperless with a new tablet application developed by Jonas software
- Configured and Administered integration of all Bluetooth devices, updates, and Applications on each technician tablet as well as all PC’s on the campus
- Installed and Configured Symantec 2012 software to handle server back-ups via Drobo and external USB terabyte hard drives
- System administrator for day to day network issues or implementations, internet portals, compatibility mode, etc
- Provided Help Desk Support for end users to resolve any and all issues professionally and efficiently
- Identified, acquired, installed, and integrated new technology services and applications to address deficiencies in the process
- Collaborated with owner Thomas Regula to identify and implement a web based applications to assist technicians out in the field
- Administered the onsite hardware firewall (Firebox) interface to ensure the integrity of both the network and compiling a list of web sites to be blocked
- Responsible for proper operation, updates, and configuration of all nodes on the network, from Postage machines, printers, PC’s to Copiers, VoIP phone systems, etc
Computer/PC Technician
SGS Technologies
Jacksonville, FL
07.2013 - 07.2014
- Worked in teams to configure, update, and distribute hundreds of laptops and desktops to Duval County Public Schools to students and teachers in classrooms
- Provided end user support and staff training to teachers and other employees of DCPS on how to operate their new computers properly and continue with their usual day to day activities
- Collaborated with teammates to image and configure all laptops and desktops in our office to meet deadlines of being delivered to schools in time
- Team lead on multiple deliveries and installations of laptop, desktops, printers, media carts, laptop carts
- Setup, wired, configured and delivered multi-media carts which contained multiple devices such as a DVD Player, Projector, Speakers and more, to classrooms and media centers
- Setup, wired, configured and delivered laptop carts
- Laptop carts contained power strips, laptop chargers, a switch, an Ethernet cable for Internet Access, and slots that hold up to 30 laptops at once
- At times, I worked in teams to wire and configure these carts, while at the same time configuring and updating hundreds of laptops that would be installed in the laptop carts
- As a Break/Fix tech, I picked up my assigned tickets, took every replacement PC part from our config room that were listed on the tickets, if any, and traveled to my assigned schools to diagnose, replace, and repair the respective electronic equipment such as laptops, desktops, printers, monitors, etc
On Site Help Desk Support/Admin – Contract
SC Technologies/Tech On Call
Jacksonville, FL
06.2013 - 07.2013
- Comprehensive Help Desk Support and some system administration for small business around Jacksonville
- Daily travel to different businesses to address internet connections issues, Wi-Fi concerns, printer problems and viruses
- Dispatched to meet the challenges of different networks across town
- Worked closely with owner Steve Commorato at different sites, to remote in and address complex network issues for Small Businesses across Jacksonville
Education
Computer Networking Engineer degree (A.A.S.) -
Florida Career College
GED -
Florida State College of Jacksonville
01.2011
Skills
- End User Relationship Management
- Strong problem-solving skills
- Team Collaboration
- Excellent Communication Skills
- Organizational and Team Leadership
- Customer Service and Complaint Resolution
- Project Development and Team Trainer
- System Administration and Integration
- Desktop Computer and End-user Support
- Technical and Non-technical Staff Training
- Desktop Support
- End-user Training
- Help Desk
- Technical expertise for Macs, and iOS devices, Android, Windows
- Microsoft Teams and Office 365 – Enterprise Deployment
- Collaboration Tools (ServiceNow, Confluence)
- Citrix & Citrix Receiver
- Bluezone Mainframe
- Okta Verify 2FA
- Workspace One – Enterprise Multi Device Management(Tablets, cell phones)
- FIM – Forefront Identify Management
- VPSX Printer Management
- Verizon Enterprise Console – Mobile Device Activations
- Microsoft Office Suite
- Avaya Desk Phones
- Active Directory, Remote Desktop, SCCM
- Hardware installation and configuration (assembly, upgrades, troubleshooting)
- Computer Programming languages(C, HTML, JavaScript, PHP, MySQL, Visual Basic, Java, Android Development, iOS & Swift Development)
- Operating Systems (Linux (Ubuntu, Fedora, Mint), Windows (All versions), MacOS)
Technical Experience
- Desktop Support, 10
- End-user Training, 10
- Help Desk, 10
- Technical expertise for Macs, and iOS devices, Android, Windows
- Microsoft Teams and Office 365 – Enterprise Deployment
- Collaboration Tools (ServiceNow, Confluence)
- Citrix & Citrix Receiver
- Bluezone Mainframe
- Okta Verify 2FA
- Workspace One – Enterprise Multi Device Management(Tablets, cell phones)
- FIM – Forefront Identify Management
- VPSX Printer Management
- Verizon Enterprise Console – Mobile Device Activations
- Microsoft Office Suite
- Avaya Desk Phones
- Active Directory, Remote Desktop, SCCM
- Hardware installation and configuration (assembly, upgrades, troubleshooting)
- Computer Programming languages(C++, HTML, JavaScript, PHP, MySQL, Visual Basic, Java, Android Development, iOS & Swift Development)
- Operating Systems (Linux (Ubuntu, Fedora, Mint), Windows (All versions), MacOS)
Timeline
Service Desk Specialist
CSX
02.2016 - Current
AppleCare Advisor (Tech Support)
Convergys
05.2015 - 02.2016
I.T. Administrator & On Site Help Desk
McGowan’s Heating and Air Conditioning
07.2014 - 01.2015
Computer/PC Technician
SGS Technologies
07.2013 - 07.2014
On Site Help Desk Support/Admin – Contract
SC Technologies/Tech On Call
06.2013 - 07.2013
Computer Networking Engineer degree (A.A.S.) -
Florida Career College
GED -
Florida State College of Jacksonville