Matthew Fernandez

Matthew Fernandez

Technical Support Specialist

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location of Matthew FernandezCitrus Heights, California, United States

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  • Timeline

  • About me

    Technical Support Services III

  • Education

    • American River College

      2012 - 2014
  • Experience

    • Voxpro

      Feb 2016 - Jul 2018
      Technical Support Specialist

      -Provide technical and customer support for Google Home products over phone and email-Responsible for handling escalations and maintaining positive relationships with consumers-Investigate emerging issues with Google Home products, engage engineering dept if needed-Provide training and consultation for teammates/Tier 1 technicians

    • Sonitrol

      Jul 2018 - Nov 2020
      Service Coordinator & Tech Support

      -Dispatch service technicians to maintain/troubleshoot security alarms and fire systems-Manage incoming ticket queue, realign schedule in real-time based on urgency-Provide customer service, technical support, and training to clients over phone or email-Research system reports to ensure regular maintenance upkeep, generate tickets as necessary

    • Centene Corporation

      Dec 2020 - now

      -Provide remote technical support for end-users. -Support including (but not limited to) hardware, software, OS-Maintain end-user's machines to ensure performance and compliance-Routinely analyze internal knowledge base, collaborate across depts to ensure accuracy-Analyze high call drivers to assist with spot-training end user's and ensure self-sufficiency-Mentor and onboard new IT personnel

      • Senior Technical Support Specialist

        Aug 2023 - now
      • Information Technology Specialist

        Dec 2020 - now
  • Licenses & Certifications