STEPHEN J. MATATICS IV
IT, Web Dev, And Project Management
SCRANTON,PA
Summary
My primary values are integrity & vision—experienced in project management, database management, computer programing languages, front end and back end—seeking a career in software development and beyond.
Overview
11
11
years of professional experience
5
5
years of post-secondary education
14
14
Certifications
Work History
Entrepreneurial
Data Reporting, Page development, Data Mining, Social Media growth, Applications
6 2015 - Current
- Assisted several clients define their page goals, content creation for live and scheduled publishing, design - look, feel, aesthetic and layout design, including hex code suggestions and remote access guided troubleshooting
- Oversaw systems of tools including email tools, client-side forms for database collecting
- Reverse-engineered other business' S.W.O.T in the same industry to suggest and implement improvements from customer-facing to internal flow decisions
- Responded to clients' customers' inquiries with in-depth answers, providing educational resources
- Held meetings—discussed opportunities for audience reach (views, conversion, etc.) outside of traditional PPC as well as page systems improvement (indexing sites, Google search relevance design and targeting), SEO support
- Coded front end + back end media playlist filtering tool using custom Google Search API with specific parameters (HTML 5 + CSS3 + JavaScript)
- Wrote and compiled modded-code for licensed workshop game (C++, GSC)
- Created user window-prompt code-in to store class objects in a local database
- Created educational games for private education co-ops, etc (JavaScript, C++, Python)
Retail Sales, Store & Social Media Manager
Prime Communications - AT&T Authorized Retailer
11.2019 - Current
- In addition to management and sales experience, aided in customer resolution escalations with properly submitting advanced tech support tickets targeting coding issues in tools
- Provided tech support for both hardware & software issues to customers on a regular basis
- Featured and honored in many recognitions for client-side facing expertise and experience
- Portal and employee tools support requiring troubleshooting or work order generation
- Submitted detailed system issues reports when bugs or other issues were an obstacle to program and work flow.
- Increased customer engagement through social media, doubling page likes from prior management, ensuring consistent brand voice and message.
Penn Foster Career School and College
Team Manager; Phone, Chat, Email Specialist; Special Projects; XL Tool
01.2017 - 09.2019
- Navigation, code in/out, in AS/400 system for database management updating, including other function calling; aided other reps in same systems and protocols
- Created XL tools which used arguments and programming logic—string values, Boolean, & numeric computation—providing input-output fields + data organization, for reps and leaders
- Designed and sent out the Admissions Review bi-weekly and monthly review e-mail to admissions floor to review best practices, policy and procedural updates, and misc.
- Nominated for 2 Culture Awards 2017—Also won achievement for most likely to enroll (highest conversion that year) at Pep Rally
- Nominated for 2 Culture Awards categories 2018
- Won other awards and notices including Rising Star Award, Highlighting Admissions feature, interviewed for Faces of Penn Foster
- Highest converting rep in nation 3 consecutive years
- Customer profile/profiling project 2018 with exec in marketing—Gave feedback on existing and potential client segments, and on more advanced custom site appearance adaptations based on site browsing behaviors (utilizing cookies & cache info for conditional formatting output)
- Hardware & IT support for employees facing issues
- Consumer Experience Mapping Special Project 2018—Gathered and submitted experience examples, common threads & outliers for data points & aggregate data; reviewed to make a business cost justification to implement some fixes, improve prospective + existing customer lifecycle experience moving forward
- Promoted/authorized for chat and email queue due to recognized excellent communication skills, both verbal and written.
- B2B pilot with Amazon employees Sept 2018-Jan 2019—Client consultation on expectations with materials, systems and tools, including PowerPoints I created; aided with onboarding
- VoiceOps pilot coach during this time to help lower performers achieve high performance standards—Utilizing speech-to-text tool and provided feedback to the tool which utilized machine learning feedback loops to properly tag and meta-tag segments of audio and text transcription as well as ensure proper metric reporting based on labels
- Promoted to Team Manager Spring 2019—Took on additional responsibilities including point of contact to 3rd party contractor's lower management and reps, and new coaching protocols
- Coordinated w/ Employee Development over direct report opportunities and recognition
- Took on administrative projects including designing/improving tracking tools and adding workforce segments, approving timecards, etc
- Interviewed candidate for employee-hiring decision
- Trained in publishing prospective leads records by segment (SQL based), sending to reps as well as specialized reports around retrieving and publishing data and metrics.
- Recognized by leadership for being self-motivated, with a strong sense of personal responsibility.
Bank of America
Client retargeting, SME, RCB & OJT Certified, Education Proctor, ASSET Rep, Priority Services
05.2013 - 01.2017
- Regularly Highest Performance Rank, exceeding expectations
- Achieved multiple Bronze Awards and global recognitions for going above and beyond, as well as providing additional site support and assistance to several teams
- Used TSYS systems
- On-the-job training coach for new hires June 2014
- RCB site support for a year
- Performed 1-on-1 coaching for 10 teams to bring up performance results of over 14 individual reps
- Regularly assisted managers on 4 consecutive teams by sending out performance metrics and shrinkage reports, best practices, and other items
- Team ASSET Leader
- Employee Satisfaction Annual Survey Ambassador 2014
- Subject Matter Expert
- Was proctor for the September and November New Hire Classes 2014
- Priority Services rep 2015-call troubleshooting for client facing staff
- Used TSYS system navigation and code in/out
- Ranked for quickest resolve time (average handle time)
- ECOE (Escalation Center of Excellence) manager from September 2015 until Jan 2017—Took escalated manager/supervisor calls, did Research and Adjustments, used tool overrides, created work orders, assisted with app and site navigation and walk-throughs and other troubleshooting
- Submitted Tier-2 tickets after threshold met, including Jira tickets.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Education
A.S. Degree in Business Management -
Penn Foster College
Scranton, PA 01.2017 - 05.2018
High School Diploma -
St Jerome Academy And College Prep
Scranton, PA 05.2002 - 05.2006
Skills
Familiar with multiple operating systems (TSYS, AS400, iOS, Windows, etc)
Proficient in JavaScript, HTML5, CSS3, PHP, SQL, C, Python, C#
Multiple tools and programs already created including XL tools, applications, aids and conversion calculators
Data drilling, analytics and performance reports, Database Management
Gaming mods (coding, scripting, and programming), Generative AI/Machine Learning
Team meeting leader, presentation leader
Efficient use of resources and time, high-productivity output
Certification
JavaScript coding certificate (full stack)—Mimo Learning
Favorite Reads
- The Five Dysfunctions of a Team by Patrick Lencioni
- What Color Is Your Parachute? by Richard Bolles
- The Slight Edge by Jeff Olson
- Go Pro by Eric Worre
- Your One Word by Evan Carmichael
- The 7 Habits of Highly Effective People by Stephen R. Covey
- C# In a Nutshell Albahari & Johannsen
Accomplishments
- Performed contract on-site/off-site SEO support for Texas Precious Metals, a well-renowned precious metals trading company
- Composed and had featured score pieces in independent student films and advertising spot
- Ran live sound for a music venue event and proceeded to headline event as final act
- Interviewed Breaking Benjamin at a secret show 2006 w/ press pass
Languages
English
Native or Bilingual
Spanish
Professional Working
Japanese
Limited Working
Interests
Musical Performance
Songwriting and composition
Translating ancient documents
Game Development
3D Design and Graphic Art and Animation
Business Consulting
Timeline
Retail Sales, Store & Social Media Manager
Prime Communications - AT&T Authorized Retailer
11.2019 - Current
Penn Foster Career School and College
Team Manager; Phone, Chat, Email Specialist; Special Projects; XL Tool
01.2017 - 09.2019
A.S. Degree in Business Management -
Penn Foster College
01.2017 - 05.2018
Bank of America
Client retargeting, SME, RCB & OJT Certified, Education Proctor, ASSET Rep, Priority Services
05.2013 - 01.2017
High School Diploma -
St Jerome Academy And College Prep
05.2002 - 05.2006
Entrepreneurial
Data Reporting, Page development, Data Mining, Social Media growth, Applications
6 2015 - Current
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