Matt Hanrahan

Experience

• 

  Yuen Lui Studios

  May 1998 - Feb 2000

  Operator/ QC/ Maintenance

  Responsible for repairing, maintaining and operating photo printers and film processors.

• 

  Capitol Hill Photo

  Feb 2000 - Jun 2002

  Operator/ QC/ Maintenance

  Responsible for repairing, maintaining and operating photo printers and film processors.

• 

  BEF Corporation

  Jun 2002 - Jun 2005

  Field Service Representative

  Fujifilm North America Corporation, Imaging Division contractor• Handled tickets for onsite service to repair, maintain and install digital photo lab equipment.

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  Customer Engineering Services

  Jun 2005 - Oct 2019

  Fujifilm North America Corporation, Imaging Division contractor• Oversee direct technical support, onsite escalation support and mentoring to staff of 22 field technicians in the northwest district. Expand technical skills and improve technical performance for the district.• Field tickets on internal Tier 2 support helpdesk on a rotating weekly basis. Advise and educate national field service staff of over 300 technicians on 8 major product lines, resolving 40-50 tickets/week.• Analyze district service performance metrics and formulate improvement plans, in conjunction with district manager, to improve service efficiency and customer satisfaction.• Develop, maintain, and upgrade code for 10 in-production reports utilizing Google Apps Scripts (Sheets). Introduced 4 new reports incorporating data from disparate reports into a single easily-digestible form.• Authored or revised 7 nationally distributed technical documents, collaborated on over 130 technical newsletters, and provided feedback on myriad documents, enhancing the technical knowledge base.Instruct formal technical training classes in classroom setting, expanding field staff’s capabilities.• Advanced technical skills with continuing education, including completion of Google IT Support Professional Certificate Program, and Head First books on Java, HTML/CSS, Programming, and Javascript. Show less Fujifilm North America Corporation, Imaging Division contractor• Handled tickets for onsite service to repair, maintain and install digital photo lab equipment, achieving top ranked service performance metrics and customer support ratings.• Facilitated technical communications and support as team lead for local group of 5 technicians.• Fielded Tier 2 end user tickets via phone resolving advanced issues or ensuring correct parts for service.• Instructed end users on newly installed equipment ensuring smooth operations on new equipment. Show less

  • Technical Specialist

    Jun 2011 - Oct 2019

  • Technical Service Representative

    Jun 2005 - Jun 2011
• 

  EvergreenHealth

  Oct 2019 - now

  Information Technology Support Specialist

  • Provide 1st and 2nd level assistance for desktop and laptop computers, mobile devices, phone systems and any other Information Technology related needs.• Provide troubleshooting and support for Cerner, GE and many other Electronic Medical Record systems. • Provide troubleshooting and support for Windows OS and Microsoft Office suite, and a varied array of over 400 applications.• Responsible for configuration and deployment of Windows PCs, mobile devices (iOS and Android), and printers, using tools such as SCCM, MDM, Active Directory, and Group Policy. Show less