Stuart Matthews
Overland Park
Summary
Support professional with proven track record in team collaboration and achieving results. Skilled in conflict resolution, customer service, and process improvement. Reliable and adaptable, consistently meeting evolving business needs while maintaining high standards. Strong communicator with leadership abilities, ready to drive success in dynamic environment.
Overview
12
12
years of professional experience
Work History
IT Support Manager
Kansas State
05.2024 - 07.2025
- Project management
- Escalations
- Vendor relations
- Led team training sessions to enhance service delivery and employee performance.
- Developed and implemented support processes to improve customer satisfaction and response times.
- Oversaw daily operations, ensuring compliance with organizational policies and procedures.
- Analyzed customer feedback to identify areas for operational improvement and strategic planning.
- Mentored junior staff, fostering professional growth and knowledge sharing within the department.
- Created comprehensive reports on support metrics, driving data-informed decision-making initiatives.
- Developed and maintained relationships with customers to enhance customer satisfaction.
- Mentored junior staff members, providing guidance and coaching to enhance their skillsets and career progression potential.
- Reduced customer complaints by implementing proactive troubleshooting strategies and preventive measures.
Desktop Support Engineer
Kansas State
04.2021 - 05.2024
- Provided technical support for hardware and software issues across various platforms.
- Diagnosed and resolved network connectivity problems to ensure operational efficiency.
- Installed, configured, and maintained desktop systems and applications for end users.
- Collaborated with cross-functional teams to enhance IT service delivery processes.
- Primary contact for Judges, court clerks, and court administration concerning technical software, hardware and network issues. Computers, printers, scanners conference room equipment.
- Administration: Zoom, 365, Exchange, AD, Crestron, Teams, SharePoint, Case Net and other internally developed applications
- Windows Imaging
- Mobile Device support (iOS and android)
- Duo Administration
- Zoom Administration
- VPN and MFA support
- Courtroom AV equipment Support, training and administration. Crestron/Polycom
Deskside Support
Sprint/T-Mobile
03.2020 - 04.2021
- Primary contact for internal hardware and software issues. Windows, Mac and mobile devices.
- Hardware repair, diagnoses various hardware issues. Responsible for effecting repairs on devices working with vendors to acquire warranty parts and replacement devices as needed.
- Device Migration, responsible for moving user data via Robocopy when asset transfers are required.
- Asset management. (service manager)
- Software escalation support. During down time assist with remote software escalations. Installations failure, errors and connectivity troubleshooting.
- Mobile device support (AirWatch Jamf)
- Windows and Mac Device Imaging. (Proprietary Sprint Software)
Tier 1 Help Desk, Nation Service Desk
Federal Reserve Kansas City
05.2018 - 09.2019
- Primary inbound contact for all Federal Reserve employees relating to computer technology support, low level security concerns and technical process inquiries. Phone and chat support. Averaged 150-200 contacts weekly.
- Ticket management/ownership. Remedy
- Mobile Device support and software management via VMware AirWatch
- Virtual Machine support. Primarily Windows and some Unix
- Active / Enterprise Directory account management
- Remote software installation and troubleshooting via Bomgar. Encompassed a wide variety of proprietary and enterprise standards.
- Remote hardware troubleshooting
- Cisco AnyConnect VPN and Cisco Virtual Office support. Used for remote access and network authentication.
- Low level network support for internal wired and wireless infrastructures and Cisco Virtual Office. Typically related to connection and authentication failures.
- Avaya hardware support.
Tier 3 Network Operations Specialist
Global Capacity Inc. (Now GTT)
12.2013 - 09.2017
- Operate, monitor and maintain network assets diagnosing various connectivity failures for a wide variety of technologies. DSL, T1, DS3 and Ethernet and cable. Including on the fly configuration support.
- Assist in technical training of lower tiered and new personnel.
- Configuration support: IP configurations, DHCP, VLAN, and basic firewall configurations. (Sonic Wall)
- Testing support with external network providers to isolate hardware failures and other degraded assets.
Tier 1 Technical Support
Global Capacity Inc. (Now GTT)
12.2013 - 09.2017
- Provided inbound technical/testing support for commercial and enterprise customers. DSL, T1 and Ethernet based technologies.
- Avaya Support, including call tree routing management and configuration for managed VOIP services.
Education
Bachelor’s - Information Technology
Westwood College
Skills
- Operating systems, Microsoft Windows 7-10 iOS, Android and Apple
- Advanced knowledge of authentication and directory services (Active Directory, Azure AD)
- Windows automation (scripting, imaging, installation, management)
- Antivirus/malware and patch management technologies
- TCP/IP networking (DNS, DHCP, RAS, VPN)
- Microsoft Exchange
- Virtualization (create/modify virtual machines, create storage groups, snapshot, clone/export, etc)
- Intermediate knowledge of shared storage concepts and functional working skills with various shared storage technologies (expanding volumes, configuring RAID, etc)
- Intermediate knowledge of network concepts and functional working skills with various network technologies (create VLAN, create static route, diagnose routing problems, configure ports, etc)
- Strong understanding of Windows and network security best practices and strategies
- Analytical and process-oriented approach to troubleshooting
- Project management skills; task-focused and results-oriented delivery
- Effective both independently and as a member of a team
- Customer service and performance driven
- Highly effective interpersonal and organizational skills
- Effective verbal and written communication
Timeline
IT Support Manager
Kansas State
05.2024 - 07.2025
Desktop Support Engineer
Kansas State
04.2021 - 05.2024
Deskside Support
Sprint/T-Mobile
03.2020 - 04.2021
Tier 1 Help Desk, Nation Service Desk
Federal Reserve Kansas City
05.2018 - 09.2019
Tier 3 Network Operations Specialist
Global Capacity Inc. (Now GTT)
12.2013 - 09.2017
Tier 1 Technical Support
Global Capacity Inc. (Now GTT)
12.2013 - 09.2017
Bachelor’s - Information Technology
Westwood College