Summary
Overview
Work History
Education
Skills
Software
Timeline
SalesAssociate
Matthew P Bradshaw

Matthew P Bradshaw

Cloud Support Engineer
Lake Forest,CA

Summary

Passionate about promoting lasting customer satisfaction by delivering top-notch service and unparalleled support. Proficient in customer service best practices and related options. Effectively drives revenue with skilled promotional and problem-solving abilities.

Skilled Technologist with experience configuring computers, servers and peripheral devices to work within established company and security parameters. Adept at managing permissions, filters and file sharing. Devoted troubleshooter with deep understanding of system architecture and diagnostics.

Overview

4
4
years of post-secondary education
15
15
years of professional experience

Work History

Cloud Support Engineer

UKG/Ultimate Software
Santa Ana , CA
08.2017 - Current
  • Providing excellent customer service to our customer, reaching our for quick solution, working with cloud-HCM solution and time management.
  • Working in Salesforce, JIRA, Confluence
  • Working to maintain infrastructure , preventing outage, and collaborating with team on upcoming release
  • Monitored network hardware operations to evaluate proper configuration.
  • Managed system-wide operating system and software deployments, as well as related software upgrade problems.
  • Carried out day-day-day duties accurately and efficiently.
  • Worked closely with software development and testing team members to design and develop robust solutions to meet client requirements for functionality, scalability and performance.
  • Worked closely with other business analysts, development teams and infrastructure specialists to deliver high availability solutions for mission-critical applications.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.

Implementations Specialist

Hilton Worldwide Hotels
San Diego, CA
10.2008 - 08.2017
  • Opening 300+ Luxury Hotel Globally
  • Focused solutions on industry-specific workflow, client base and protocols, tailoring implementations to client needs.
  • Suggested solutions to developing problems during project so that correct modifications could be made.
  • Configured, installed and handled troubleshooting tasks for variety of different applications.
  • Documented specialized data and requirements to address business demands.
  • Assessed project scope to confirm details and understand customer expectations in advance.
  • Delivered exceptionally high level of professionalism and support to each client, upholding company's commitment to service.
  • Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Configured hardware, devices and software to set up work stations for employees.
  • Documented all transactions and support interactions in system for future reference and addition to knowledge base.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Removed malware, ransomware and other threats from laptops and desktop systems.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Collaborated with various team members to meet guests' requests.
  • Tracked guest satisfaction surveys to recognize trends and create action plans for improving guest services.
  • Explained complex, technology-related issues in basic, understandable terms to clients.
  • Implemented OnQ training initiatives by incorporating industry trends and collaborating with senior leaders.
  • Building ONQ system for check in process, integrating POS solution, Building Hotel Room Structure.
  • Training Team Member, Managing, Sales, Finance , on process for Hilton Hotels

Security Supervisor

Elite Show Services
12.2005 - 10.2008
  • Developed improved training methods with focus on public safety and officer awareness.
  • Advised security team and conducted investigations of significant threats and loss or misappropriation of assets.
  • Assessed ongoing risk factors and suggested improvements to senior management.
  • Monitored property and investigated any areas of suspicion.
  • Analyzed and investigated all incidents alongside functional management and security supervisors.
  • Working with NFL and MLB for safety and security of stadium during Chargers and Padres Game.

Education

High School Diploma -

Coronado High School
Henderson, NV
09.1999 - 06.2003

Skills

Software applications Testing and maintenance, Call triaging, Failure Resolution, Collaboration, Team Work, Customer Care, Data Base Programming, Problem Management

undefined

Software

Salesforce , JIRA, Confluence, Proof Point, SQL, Office, Windows OS, Mac OS, Kabana, Royal TS, Slack, Quip, Teams, Sublime Text, Notepad ,Globalscape, Cognos Business Intelligence,

Timeline

Cloud Support Engineer

UKG/Ultimate Software
08.2017 - Current

Implementations Specialist

Hilton Worldwide Hotels
10.2008 - 08.2017

Security Supervisor

Elite Show Services
12.2005 - 10.2008

High School Diploma -

Coronado High School
09.1999 - 06.2003

Similar Profiles

CREATE PROFILE
Matthew P BradshawCloud Support Engineer