Matthew C. Buckley

• Create and assign Jira epics, stories, and tasks for both SaaS and installable products.
• Create inception decks for new products and features.
• Create roadmaps for product development and product releases.
• Manage a daily development scrum team.
• Work with developers to navigate obstacles within the product development and edit estimates based on changing information.
• Utilize both internal and external data feeds to determine potential features or changes to current/future products.
• Based on data feeds, prioritize the development and release of SaaS features.
• Create wire-frames for both SaaS and installable applications.
• Work with marketing on product update newsletters.
• Notifies and trains all departments on new features and product changes.
• Provide status updates on all development directly to senior management.
• Develop and maintain product and configuration databases.
• Write and edit Technical Product Manuals.
• Record and edited training videos.
• Responsible for interviewing and training new talent.

• Manage team of customer service and support representatives.
• Create, implement training manuals on product portfolio.
• Train and test support team members on processes and products.
• Maintain end-user and agent facing support site access and information.
• Maintain a working knowledge base of issue and solutions with easy access for users.
• Design, maintain, and perform quality assurance tests on new products, existing products, and customized products.
• Design and maintain information systems security policies.
• Design, implement, and maintain virtual servers and computer systems.
• Develop and maintain inventory lists of all endpoints within the network.
• Schedule work schedules for support team including daily work and time off.
• Perform interviews and feedback on interviewees for support positions.
• Configure and manage internal RMA and inventory management application OpenRMA.
• Work with production and manufacturing to improve processes and performance.
• Schedule an run update meetings with both support and RMA departments.
• Perform system vulnerability scans.
• Manage patch management for Windows, Linux, and Mac systems.
• Development and maintain Active Directory servers, services, and permissions.
• Configure and maintain all remote systems and user permissions to those systems.

• Assisted customers in identifying issues and explained solutions to restore service and functionality.
• Documented support interactions for future reference.
• Used ticketing systems to manage and process support actions and requests.
• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
• Collaborated with supervisors to escalate and address customer inquiries or technical issues.
• Assisted with updating technical support best practices for use by team.
• Perform video conference demonstrations and training for new customers on how to utilize our products as well as answer any technical based questions.
• Test new product and feature updates.
• Provide failed product test results information to development team in Jira.
• Responsible for daily logistics coordination; package, ship and track materials, products and RMAs ensuring all are shipped and received in a timely manner using UPS and FedEx.

• Diagnose hardware and software related issues for desktops and laptops
• Perform physical break fix repairs on both desktops and laptops consisting of hard drive, DVD drive, power supply, monitor and screen, and desktop motherboard replacements
• Responsible for both on-site and off-site visits to troubleshoot customer needs within 30+ mile radius
• Reconfigurations and debugging anti-virus software, Windows Operating systems, and Office
• Train customers and new employees on how to work computers and troubleshoot more efficiently
• Created and implemented training manual for Easy Tech On-Boarding that has been adopted by Staples organization
• Utilize Linux Operating systems such as Mint, Hirens, Ubuntu, Red Hat, and Parted Magic to troubleshoot, reconfigure, retrieve information and repair hard drives
• Reimage and utilize programs such as Ghost to upgrade computers consisting of Windows XP, Vista, 7, and 8 for both corporate and customer
• Communicate diagnosis of computer issues to customer and to team members in simple/layman terms both in person and on Staples’ proprietary ticketing system, assuring consumer and employee understanding