Matthew Fernandez

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