Matthew Williams
Franklinton,NC
Summary
If hired, you will get an employee at has several years of leadership experience. Someone who has been able to succeed in a fast-paced environment. I can use my time management skills either in a team setting or in individual assignments. I have over eight years of experience in the Telecommunications industry, where I had to analyze data to ensure network integrity. Manage lines of communication between multiple departments and companies via email or conference calls. When at college at ECPI University, I was able to learn through hands-on experience and was taught the theory of Network engineer and Cyber security, earning my Bachelor's with summa cum laude honors.
Overview
13
13
years of professional experience
Work History
Regional Operations Specialist 1-3, and Service Technician
Charter Communications
09.2016 - Current
- Proficient in detecting and resolving service outages prior to customer calls
- 2 and 3 regional operations specialist, managed and routed many types of customers 911 issues while closing on many
- Managed to many bridge calls to assist L1 technicians across multiple departments and regions
- While performing in home troubleshooting, I have one of the lowest call back percentages on the team with the highest level of customer satisfaction scores
- Consistently ranked in the top 25 in regional market for productivity.
Kitchen Manager
Chick-fil-A
07.2015 - 08.2016
- Increased customer satisfaction by addressing and resolving concerns in a timely manner.
- Mentored staff members, fostering a supportive work environment that enhanced employee performance and retention.
- Oversaw inventory management processes to maintain proper stock levels and minimize spoilage or waste.
- Implemented staff training programs that improved service quality and increased customer loyalty.
- Optimized scheduling practices to ensure appropriate coverage during peak hours while minimizing labor costs.
- Analyzed sales data to identify trends and opportunities for menu expansion or modification based on customer preferences.
- Ensured compliance with all health department regulations by implementing strict sanitation guidelines throughout the establishment.
- Assisted in the recruitment, hiring, and onboarding process for new employees to build a skilled workforce committed to excellence in service delivery.
Assistant General Manager
Wendys International
01.2013 - 07.2015
- Increased customer satisfaction by addressing and resolving concerns in a timely manner.
- Developed and implemented new operational procedures, streamlining daily tasks and improving overall efficiency.
- Managed financial aspects of the business, including budgeting, forecasting, and cost control for optimal profitability.
- Oversaw inventory management processes to maintain proper stock levels and minimize spoilage or waste.
- Implemented staff training programs that improved service quality and increased customer loyalty.
- Optimized scheduling practices to ensure appropriate coverage during peak hours while minimizing labor costs.
- Motivated, trained, and disciplined employees to maximize performance.
Assistant General Manager
Neopapalis
08.2011 - 12.2012
- Increased customer satisfaction by addressing and resolving concerns in a timely manner.
- Implemented staff training programs that improved service quality and increased customer loyalty.
- Optimized scheduling practices to ensure appropriate coverage during peak hours while minimizing labor costs.
- Collaborated with the General Manager on marketing initiatives to increase brand awareness and drive sales growth.
- Developed and executed strategies to improve guest experience, resulting in positive customer reviews and increased repeat business.
- Analyzed customer feedback data to identify areas of improvement and develop solutions.
Install Technician
Satton Marketing
05.2011 - 08.2011
- While I Installed, Setup and maintained Dish and Direct TV services at customer homes and businesses I maintained the highest efficiency ratings and consistently received great quality check scores.
Education
Bachelor of Arts - Cyber and Network Security
ECPI University
Raleigh, NC11.2020
Skills
- Setup, configure, troubleshoot & manage multiple routers including TCP/IP/VPN/VOIP configurations
- Fluent in using MS Word, Excel, PowerPoint, Access, Outlook, Active Directory
- Setup, configure, troubleshoot, optimize multiple Coax, fiber & A/V installations
- Hands-on experience with Wireshark, AWS, Microsoft Azure, and VMware
- Created code with PowerShell and C
- Hands-on experience with Windows Client Server and Linux Administer
- Experience with SQL
- Some experience with Python
- Many years of customer service
Ncti Lms Badges
- Master Technician
- Emerging Leader
- Fiber Optics
- RF Distribution
- Construction Coordinator Roadmap
Timeline
Regional Operations Specialist 1-3, and Service Technician
Charter Communications
09.2016 - Current
Kitchen Manager
Chick-fil-A
07.2015 - 08.2016
Assistant General Manager
Wendys International
01.2013 - 07.2015
Assistant General Manager
Neopapalis
08.2011 - 12.2012
Install Technician
Satton Marketing
05.2011 - 08.2011
Bachelor of Arts - Cyber and Network Security
ECPI University