Matthew Juarez
Information Technology
Durango,CO
Summary
Proficient Technical Support Specialist with proven ability to analyze, diagnose and resolve support issues all while providing excellent customer service. Results-oriented with superb problem-solving and critical thinking skills, as well as meticulous attention to detail. Organized and dependable candidate who effectively operates autonomously and manages multiple priorities with a positive attitude.
Overview
8
8
years of professional experience
Work History
Technical Support Specialist
Jamf
Remote
01.2021 - Current
- Point of escalation for Tier 2 technical support cases.
- Assist customers in identifying and diagnosing a diverse range of complex technical issues regarding Mobile Device Management and other third-party integrations.
- Manage a high-volume ticket queue while maintaining exceptional levels of customer service and satisfaction.
- Serve as subject matter expert within my team for specific technologies or products, and share knowledge with colleagues when needed.
- Demonstrate and promote professionalism, selflessness, and excellent customer service in all customer engagements.
- Received recognition as an overall "Top-Performer" in most recent year-end performance review.
IT Support Specialist
Zengistics, Inc.
Austin, TX
11.2018 - 01.2021
- Managed, provisioned, and maintained a MacOS and iOS environment using Jamf Pro.
- Managed and trained employees on a wide-range of SaaS applications and software releases.
- Provided both on-site and remote end-user troubleshooting for both MacOS and Windows systems.
- Tested and identifying bugs on newly released software, product offerings, and integrations.
- Collaborated with managers across departments to address technical related pain-points.
- Identified cost-saving opportunities through software license audits.
- Planned and oversaw transition of 120 employees to a new VoIP provider.
IT Technician
G&T Paving, LLC
01.2018 - 10.2018
- Assessed overall business tech needs and suggested modifications to better improve workflow.
- Organized, deployed, and provisioned a NAS server for local file storage.
- Directed training for end-users to help maximize productivity.
- Streamlined and enhanced daily administrative workflow performance.
- Ensured network and data availability through preventative maintenance and upgrades.
IT Support Specialist /Paralegal
Quezada Law Firm
Brownsville, TX
07.2017 - 08.2018
- Provided local end-user troubleshooting for a variety of Apple devices.
- Organized and managed legal records on file servers.
- Assisted attorneys with tech equipment during trials.
- Performed administrative tasks, including revising and finalizing letters, deposition summaries, and other legal documents.
Food Expeditor / Line Cook
Fête
Honolulu, HI
03.2016 - 09.2016
- Maintained high standards of customer service during high-volume and fast-paced operations.
- Maintained composure and work quality while under stress.
- Consistently prepared food items in compliance with the Executive Chef's strict standards.
Food Runner
Tommy Bahama Restaurant
10.2015 - 04.2016
- Provided professional, friendly, and engaging services to daily guests.
- Assisted kitchen chefs with expediting duties.
- Trained and mentored newly hired employees.
Education
Bachelor of Science - Nutrition
Texas Christian University
Fort Worth, TX2015
Skills
- Jamf certified 100, 200, 300, and 370
- Diverse Troubleshooting Skills
- Process Improvement
- Self-Starter
- Strong Analytical Thinking Skills
- Excellent Interpersonal Skills
Timeline
Technical Support Specialist
Jamf
01.2021 - Current
IT Support Specialist
Zengistics, Inc.
11.2018 - 01.2021
IT Technician
G&T Paving, LLC
01.2018 - 10.2018
IT Support Specialist /Paralegal
Quezada Law Firm
07.2017 - 08.2018
Food Expeditor / Line Cook
Fête
03.2016 - 09.2016
Food Runner
Tommy Bahama Restaurant
10.2015 - 04.2016
Bachelor of Science - Nutrition
Texas Christian University