Michael Mathia

Assist clients to leverage technology to solve business problems by being the SPOC (single point of contact) for all technology-related problems, escalating un-resolvable transactions to the next level. Ensure compliance with customers' technical and quality standards and procedures always utilizing exceptional customer service to attain the highest degree of customer satisfaction. • Contract position, laid off after end of contract. • Remote work from home position.

First connection with stranded motorists with their vehicles' mechanical problems. Find out where motorists are stranded and collect details about their disabled vehicles. Advise motorists on how to stay safe until help arrives. Send out emergency response to start up vehicles, tire repairs, or tows to repair facilities, verbally or via chat dispatch systems. Team lead, over 25 employees on the team. • Incredibly good AHT, attendance, and quality statistics when on the phone. • Promotion to Team Lead

All aspects and implementations of the business. Shut the business down due to COVID-19.

Daily field service calls, various locations, for various clients. The work varies greatly, with constant training to support the role. Updated OEM training certification that were outdated before this role. Being able to make your own schedule and being able to do something different every day is very rewarding. Above average on time per call compared to other technicians due to extensive prior experience.

Responsible for the entirety of all IT operations for Holland 1916, Holland Nameplate, Holland Interface Solutions, Holland Integrated Metal Solutions, and Info Chip IT. All operations, "one man band", along with integration with networking and VoIP systems between all business segments. Prioritized and implemented all aspects of IT operations overall.

All desktop support, service desk work. Processing tickets in office, desktop rebuilds, policies and procedures, virus/malware removals, onsite repair work. Worked with managed services and desktop preventive maintenance agents for multiple clients. • Was laid off, position was no longer available after the merger between Visionspace and Results Technology.

Responsible for all advanced level calls, email, and chat correspondence, during shift and on call after hours work of server maintenance of all servers in two large server rooms and in the field. These were VM-based servers running Windows 7 on the front end, Ubuntu on the back end. • Avalara in Seattle purchased the company, and the majority of the employees, including myself, were not included in the merger.

All aspects of technical support. DSL, Dialup, Ethernet Over Copper support, router maintenance, server/switch routing and maintenance. Customer technical calls, email, live chat support. • Installations, assist trouble calls in the field, occasionally.

All help desk operations for the US Army on all levels, all shifts. Security clearance was required. • Maintained trouble-ticket system to record and track user calls and e-mails. Reported on common problems and complaints, escalating network-wide troubles to NOC. • Monitored help desk phone providing outstanding customer service on multiple technical issues. • Provided Tier I and Tier II support for MS Office, LAN, WAN, and Lotus Notes. Yes, they still used Lotus Notes in 2010.

Performed maintenance of personal computers and peripheral equipment, identifying problems and providing appropriate solutions. • Managed local area network, servers, and communications connections. • Configured network servers and trained local administrators on standard network server procedures, including virus protection and other security measures. • Installed, diagnosed, repaired, and upgraded computer systems and software. • Assessed customer needs and recommended appropriate products or solutions.

Coordinated all field and in house technical operations, from security panel maintenance in the field, to emergency services, as well as all local and remote systems, download maintenance. • Tested programs for completeness, maintaining documentation. • Upgraded and maintained multiple alarm systems. • Trained and assisted users with hands-on troubleshooting of workstation equipment and peripherals. • Designed and created technical forms, reports. • Troubleshot and resolved desktop, network, system issues.

Responsibilities included all television, telephony, and cable internet installations. Tribulation calls in all weather environments, all shifts. • Tested installed equipment for conformance to specifications, using test equipment. • Repaired, replaced, and adjusted defective components. • Disassembled equipment to adjust, repair, and replace parts, using hand tools. • Evaluated quality of performance of installed equipment by observance and using test equipment.

Customer technical and help desk support of all cable video, data, and telephony technologies. • Provided maintenance, installation and configuration of network and workstation hardware and software. • Interacted with other departments in creating procedural methods to solve technical issues. • Provided technical assistance to tech support staff, assisting with network access, printing, and application software operation. • Performed troubleshooting of computer systems and related equipment.

Performed all aspects of customer support, including answering telephones, coordinating special promotions, and providing details for products and services. • Maintained trouble-ticket system to record and track user calls and e-mails. • Reported on common problems and complaints, escalating network-wide troubles to the Network Operations Center. • Monitored help desk phone providing outstanding customer service on technical issues.