Matthew K.

Experience

• 

  The Legacy Group

  Feb 2008 - Jun 2012

  IT Consultant

  This started out as a full time project an then was reduced to a part time as needed basis.• Setup a helpdesk (Spiceworks) solution to track, document and resolve IT issues of a 20 seat accounting agency for issues with hardware and software. • Set up remote access solution using Microsoft RDP and Logmein.com that allowed me to connect and address issues from anywhere that I could access the internet.Specific Accomplishments: • Specified and setup a new domain server with Microsoft Windows Small Business Server 2003. • Setup backup solution and centralized anti-virus (Symantec Endpoint Protection v.11). • Migrated all systems over to Domain from Workgroup and older server hardware. • Supported users before, during and after migration with hardware and software issues. Show less

• 

  Vertafore

  Dec 2008 - Mar 2010

  • Assisted in the Data Center, in the administration and support of SAAS (Software as a Service) internet based applications in a Windows Server 2003/2008 environment.• Created domain accounts, moved data between the SQL Servers (SQL 2000, 2005 and 2008) and ran SQL queries on that data. • Assisted in biweekly overnight upgrades of SAAS applications.Specific Accomplishments: • Joined the Data Center team to assist in support of 2 products that were offered nationally to thousands of customers as SAAS (Software as a Service) during the preparation for transition from Bryan Texas to Dallas Texas. • Within a month of starting the two other support personnel who had been training me had resigned. I continued to support mine and their positions and trained replacements for the remainder of the time until the data center moved. Show less • Worked directly with customers both independently and within a team with minimal supervision to resolve escalated problems and/or gather facts for issue analysis. • Resolved issues over the telephone and by using remote access software (WebEx). • Wrote solutions for the knowledge base system used both internally by staff and externally by customers. • Developed training and methods of assistance for support staff. Determined methods and procedures on new assignments.Specific Accomplishments: • Created a SharePoint solution for the support the team to collaborate on, in a “reach out” project to contact over 2500 customers. • Assisted management with producing responses during application outages, that were emailed to thousands of customers, posted on our application's frontend and our website. Show less

  • Application Engineer

    Oct 2009 - Mar 2010

  • Product Support Analyst

    Dec 2008 - Oct 2009
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  Knife River Corporation

  Apr 2010 - Mar 2011

  Assistant IT Administrator

  • Established a new position supporting the new main administrative office for the southern region and several satellite offices and also many mobile users. Responsible for a territory in Texas from Waco, south to Sealy and west to New Braunfels. Supported daily hardware and software administration and issues. • Dealt with the daily IT support needs for static and mobile users on predominately Dell laptops, desktops and servers and various peripherals that were running Microsoft operating systems, various Microsoft Office suites and assorted applications specific to the large scale construction industry. • Handled help requests via email, telephone, by using remote access technology (Landesk) and in person.• Installed network cabling and set up new offices.• Was on call for support 24/7. Show less

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  Praxair

  Mar 2011 - Apr 2013

  Deskside Support Technician Level 2

  • Resolved incidents that were escalated first through the Remedy then Service Now ticketing system by the first level Service Desk and requested in person, via email, IM and by phone for the new main office for the southern region of Praxair (200+ users) in person and remotely using Dameware and PcAnywhere.• Assisted new hires with laptop and desktop and peripheral setups and configuration• In-house expert for technical issues and processes for Windows 7 and XP and various applications and Microsoft Office suites• Assisted client management in the organization with basic project management of various ongoing projects. The only physical helpdesk representative onsite.Specific Accomplishments: • Organized training classes with the vendors on the AV and Smartboard systems and created self registration pages for the end users through SharePoint for the different times and classes. • Gave smartboard training to groups or individuals when requested. • Created a SharePoint site for my geographically dispersed team that includes a discussion board that allowed posting of issues that were being addressed and subsequent collaboration of the team members to assist each other in problem resolution. • Took the lead on creating individual SharePoint support sites for different sites across the US.• Implemented a daily team text based chat. Show less

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  Sam Houston State University

  Apr 2013 - Mar 2014

  Technician II

  • Was responsible for overseeing the maintenance, first and second level technical support and upgrade of 830 Windows and Apple computers in 15 labs and 206 classrooms spread over 26 buildings on the main Sam Houston campus.• Handled the coordination of student technicians to assist with upgrades and addressing issues.• Handled some initial basic troubleshooting support of the AV systems. Specific Accomplishment:• Managed projects for the upgrade of 426 computer systems in 9 of the labs and 17 classrooms. Show less

• 

  Praxair

  Aug 2014 - Oct 2014

  Deskside Support Technician Level 2 (Temp Contract)

  • Resolve incidents that are escalated first through the Remedy then Service Now ticketing system by the first level Service Desk and requested in person, via email, IM and by phone for the new main office for the southern region of Praxair (200+ users) in person and remotely using Dameware and PcAnywhere.• Assist new hires with laptop and desktop and peripheral setups and configuration.• In-house expert for technical issues and processes for Windows 7 and XP and various applications and Microsoft Office suites.Assist client management in the organization with basic project management of various ongoing projects. The only physical helpdesk representative onsite. Show less

• 

  Texas Department Of Criminal Justice

  Oct 2014 - now

  I support multiple simultaneous projects and the day-to-day operations. I supply daily technical support as an IT analyst liaising between parole and institutional parole division field staff using existing database management systems (DBMS) and the programming team staff that develop and maintain these systems. I perform business analysis and project management following SDLC, using Waterfall and some aspects of Agile methodology. I manage daily project workflow and document communication between division stakeholders and programming staff. I complete required project documentation and track project progress for the supporting of new and preexisting change requests, new feature development, and improvements to the Offender Information Management System application, various mainframe applications, and development of new Hyperion reports. I have managed information about project progression using various internal applications, project metrics spreadsheets, and the Microsoft Project application. I complete complex project documentation of requirements and support efficient system design by preparing charts, diagrams, tables, and logic flowcharts. I regularly present projects to multiple high-tiered members for project approval. I work closely with programming team members providing initial support of helpdesk tickets in a Microsoft Provance IT Service Management queue, supporting issues for both the Parole and Board of Pardons and Parole Divisions. I meet with the Parole Division Directors on a quarterly basis, to discuss the progress of projects and analysis of helpdesk tickets. Work entails gathering, developing, and documenting business processes and requirements; reviewing, assessing, and developing business processes; presenting to a review committee for approval, creating and validating user acceptance testing; performing post-implementation support of systems; working under some supervision with moderate latitude of initiative and independent judgment. Show less I support multiple simultaneous projects and the day-to-day operations. I supply daily technical support as an IT analyst liaising between parole and institutional parole division field staff using existing database management systems (DBMS) and the programming team staff that develop and maintain these systems. I perform business analysis and project management following SDLC, using Waterfall and some aspects of Agile methodology. I manage daily project workflow and document communication between division stakeholders and programming staff. I complete required project documentation and track project progress for the supporting of new and preexisting change requests, new feature development, and improvements to the Offender Information Management System application, various mainframe applications, and development of new Hyperion reports. I have managed information about project progression using various internal applications, project metrics spreadsheets, and the Microsoft Project application. I complete complex project documentation of requirements and support efficient system design by preparing charts, diagrams, tables, and logic flowcharts. I regularly present projects to multiple high-tiered members for project approval. I work closely with programming team members providing initial support of helpdesk tickets in a Microsoft Provance IT Service Management queue, supporting issues for both the Parole and Board of Pardons and Parole Divisions. I meet with the Parole Division Directors on a quarterly basis, to discuss the progress of projects and analysis of helpdesk tickets. Work entails gathering, developing, and documenting business processes and requirements; reviewing, assessing, and developing business processes; presenting to a review committee for approval, creating and validating user acceptance testing; performing post-implementation support of systems; working under some supervision with moderate latitude of initiative and independent judgment. Show less Perform highly advanced computer systems, infrastructure and end user support; working to troubleshoot and resolve complex computer, mainframe, network hardware and software related problems in offices, factories and facilities in prison units and warehouses throughout the state of Texas by installing, maintaining and supporting IT infrastructure, automated office and factory equipment in a stand-alone and networked environment. I do this while working under minimal supervision and with wide-ranging autonomy, initiative and independent judgment. This includes installation and management of hardware and software solutions for employee and departmental use; consisting of network hardware, cabling, computer systems, peripheral equipment, operating systems and applicable software while ensuring that appropriate hardware and software security is maintained. Coordinate with other information technology departments of the agency and collaborate with and assist other technical support staff to affect the resolution of day to day and long term issues. Answer inquiries regarding computer software and hardware operations and discuss user requirements concerning the efficient use of software and IT systems. Work with department supervisors and staff resolving technical problems and providing assistance in the development and integration of new methods and procedures and I discuss these improvements with my supervisory staff. I share 22 years of IT experience and knowledge to help coworkers add to their skills and have provided training documentation on the intranet for our end users. Filled in for the Network Specialist III (System Administrator) position for 2 1/2 months. During that time I supported our servers including certifying updates and maintaining our Active Directory liaising with vendors. Show less I performed highly complex computer installation and issue support of automated office equipment, troubleshooting hardware and software issues on TDCJ agency systems across the state of Texas in a stand-alone, network, or mainframe environment. I supported connectivity to the mainframe and support of various versions of Windows (XP, Vista, 7 and 8.1) and their respective software applications and I interact with other departments of the agency (Networking Department, Communications (Blackberry Phones), Equipment Installers etc) to facilitate this support. I did this over the phone and with software based remote support tools and in person. To facilitate this I used various applications such as the Microsoft Suite of applications (Word, Excel, Outlook etc), Internet browsers and other applications to research and support solutions for issues. I provided training for end users as required and work under limited supervision with considerable latitude for the use of initiative and independent judgment. I was responsible for managing a project for the imaging, set up and shipping of hundreds of desktops and laptops used to upgrade systems for TDCJ across the state of Texas. Assisted in the depot/warehouse with processing inbound equipment and outbound equipment for shipment and delivery. I was responsible for the support of the computers used Mobile Emergency Response Command (MERC) trailer that is used for communications emergencies, escapes, unit outages or TDCJ functions (training, exercise or other) requiring established communications. Show less

  • Business Analyst II

    Dec 2020 - now

  • System Analyst IV

    Jun 2019 - Nov 2020

  • System Support Specialist III

    Nov 2015 - May 2019

  • Systems Support Specialist III

    Oct 2014 - Nov 2015