MICHAEL MATTHEWS
Houston,TX
Summary
Results-focused, IT professional with 10 years of proven success in developing and leading cross-functional technical teams to execute and deliver major technology initiatives. Demonstrates expertise in VDI, desktop, remote access, thin clients and video conferencing. Highly-effective communication facilitator and contributor to key partnerships, projects and collective team objectives across, telecom, network, hosting, security, governance and vendor management to achieve positive impact on all business outcomes.
Overview
14
14
years of professional experience
Work History
Information Technology Manager
NPSG Global
Houston, TX
01.2021 - 12.2023
- Globally managed several satellite IT locations, maintaining secure and operational corporate infrastructure.
- Provided technical support to users in troubleshooting computer hardware and software issues.
- Developed and implemented IT policies, procedures and best practices to ensure maximum efficiency, security and compliance with industry standards.
- Managed the installation, configuration and maintenance of company-wide hardware and software systems.
- Trained personnel on proper usage of IT tools and resources available within the organization.
- Created disaster recovery plans to ensure business continuity in case of system failure or data loss.
- Reviewed service level agreements with external vendors providing IT services.
- Supervised and mentored 10 professionals, including project managers, QA engineers, NOC operators, system administrators and software engineers.
- Managed backup, user account and helpdesk systems.
- Supervised and trained 30 computer operator trainees, both onsite and remotely via internet and intranet, promoting full staffing with trained and knowledgeable employees.
Technical Support Supervisor
US Census Bureau
Houston, TX
08.2018 - 12.2020
- Increased customer satisfaction by using superior conflict resolution and problem-solving abilities
- Restructured installation processes and staff teams, resulting in a 20% increase in productivity
- Hired, managed, developed, and trained employees, as well as set and monitor goals, conduct performance reviews, and pay employees
- Used motivational and analytical strategies to assist employees with day-to-day work and complex problems
- Initiated timely project management within budget constraints for multi-faceted problems involving executive leaders.
- Documented system changes required due to upgrades or modifications of existing software applications.
- Created processes and procedures for providing effective customer support services.
- Collaborated with other departments to resolve complex customer inquiries or complaints.
- Provided technical support and assistance to customers through phone, email, and remote access.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Delivered local and remote Tier 1-3 IT support for hardware and software to company personnel.
- Collaborated with technical staff to establish goals and objectives for system improvements and upgrades.
- Created and implemented new troubleshooting processes, improving efficiency and customer satisfaction while reducing costs.
Regional System Engineer Supervisor
Texas Health and Human Services Commission
Houston, TX
01.2016 - 08.2018
- Define and analyze information systems' objectives, scope, issues, and organizational impact
- Am responsible for the installation, management, and upkeep of the organization's information systems (including hardware and software)
- Maintain and manage overall system performance and utilization to ensure that IT Systems & Services are available to meet business needs
- Analyze problems and recommend solutions, products, and technologies to meet business objectives
- Resolved escalated incidents reported by users involving application failures or other IT related issues promptly.
- Maintained inventory records of hardware assets deployed across multiple sites along with their respective configurations and warranty information.
- Performed system upgrades, patching, security hardening and monitoring of systems.
- Handled troubleshooting tasks for Local Area Networks, Wide Area Networks and voice systems to reduce network connectivity problems.
- Configured networking components such as routers, switches, firewalls according to best practices.
- Monitored server performance metrics such as CPU utilization, memory usage using various tools.
- Developed, implemented, and managed IT processes to encourage regulatory compliance.
- Troubleshooted and resolved hardware, software, network and storage related issues.
IT Specialist
US Army
Miami, FL
09.2009 - 07.2014
- Developed and tested new product offerings to assist the development team in finding bugs prior to release
- Interacted with customers and responded to their questions via email, phone, website live chat, and online forums
- Evaluated the system's hardware and software and recommended changes to reduce lag time and increase overall speed
- Created user accounts, set up permissions, and monitored system security.
- Maintained inventory of all IT equipment and supplies in use by the organization.
- Conducted regular maintenance checks on computers, servers, and other IT equipment.
- Investigated system errors to determine root cause of issue and implement solutions accordingly.
- Trained end users on how to use new systems and technologies effectively.
- Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
- Updated software versions with patches and new installations to close security loopholes and protect users.
- Set up new work stations for employees by configuring hardware, devices, and software
- Explained technical information to non-technical people in plain English to help them understand it better.
- Installed operating systems, applications, patches, updates. as needed.
Education
Bachelor of Science - Computer Information Systems
DeVry University
12-2015
Skills
- Excellent problem-solving abilities
- Oral and written communication
- Policies and procedures
- Configuration management
- Enterprise technologies
- Computer programming
- Customer Focused
- Documentation management
- Training delivery
- Relationship development
- Process implementation
- Infrastructure Planning
- Performance Management
- Staff Development
- Policy Implementation
- Team Leadership
- Performance Evaluations
- Customer Relationship Management (CRM)
Timeline
Information Technology Manager
NPSG Global
01.2021 - 12.2023
Technical Support Supervisor
US Census Bureau
08.2018 - 12.2020
Regional System Engineer Supervisor
Texas Health and Human Services Commission
01.2016 - 08.2018
IT Specialist
US Army
09.2009 - 07.2014
Bachelor of Science - Computer Information Systems
DeVry University