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Matthew Dix

Matthew dix

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location of Matthew DixKnoxville, Tennessee, United States
Phone number of Matthew DixView Mobile No.
Followers of Matthew Dix139 followers

  • Timeline

  • About me

    IT professional |12+ years of customer service | 6+ years of technical support experience | Google IT support professional certification

  • Education

    • Merit america

      -
      Google it support professional certificate it support

      Skill development experience includes:o Technical support: installing & configuring computer hardware, software, and networkso Computer networking: standard protocols for TCP/IP and network services (e.g., DNS)o Operating systems: creating users, groups, and permissions for account access & installing, configuring, and removing software on Windows and Linux operating systemso Systems administration: server management and user & information managemento IT security: evaluating… Show more Skill development experience includes:o Technical support: installing & configuring computer hardware, software, and networkso Computer networking: standard protocols for TCP/IP and network services (e.g., DNS)o Operating systems: creating users, groups, and permissions for account access & installing, configuring, and removing software on Windows and Linux operating systemso Systems administration: server management and user & information managemento IT security: evaluating potential risks and utilizing encryption algorithms and techniques Show less

    • University of tennessee, knoxville

      2005 - 2007
      Computer science 3.77 gpa

    • Pellissippi state community college

      2010 - 2015
      Computer science 3.6 gpa

  • Experience

    • Carmike cinemas

      Dec 2006 - Dec 2008
      Box office

      Ran cash registerGave customers tickets and directions for moviesAnswered incoming callsAssisted concession stands with various duties

    • Kenjo markets

      Dec 2008 - Aug 2009
      Attendant

      Ran cash registerAssisted customers with store/pump related problemsStocked and cleaned facilities

    • American book company

      Aug 2009 - Oct 2010
      Picker

      Complete orders for customers by pick small amounts of used books and packaging them to be sent out.

    • Sitel

      Oct 2010 - Jul 2011

      Assisted customers with various software related problems with HTC cellular phones. Answered incoming callsAssisted customers with technical supportAssisted customers with customer support related issues.

      • Tech support

        Oct 2010 - Jul 2011

      • Associate

        Oct 2010 - Jul 2011

    • Walmart

      Jun 2012 - Jul 2012
      Receiving associate

      Stock merchandise on shelves, rotate stock, and assist customers as needed.

    • Elavon financial institution solutions

      Sept 2012 - Oct 2013
      Customer service

      Assisted merchants with billing concerns with their credit card processing services.Provided technical assistance with physical POS terminals and virtual POS interfaces.Provided technical support for online POS integration and coding.

    • Cvs health

      Dec 2014 - Feb 2015
      Customer service associate

      • Took inbound calls for general customer service questions and concerns regarding patient coverage for prescription medication.• Placed mail order requests for prescription medication and took co-payments as per insurance requirement.• Assisted pharmacy technicians/pharmacists with issues in filling medications for patients on a local level.

    • The dollywood company

      Jun 2015 - Oct 2015
      Ride operator

      • Operated and monitored amusement park rides.• Assisted guests in loading and unloading from rides.• Insured guests were well taken care of on or off rides within my purview.

    • Talbots

      Oct 2015 - Mar 2016
      Sales associate

      • Took inbound sales calls for customers using a shopping catalog or online store.• Assisted customers with purchasing products and matching designs suited to their needs.

    • Answer financial

      Apr 2016 - Dec 2016
      Call support unit agent

      • Made outbound phone calls to interested parties looking for auto and/or home insurance.• Transferred said parties to licensed insurance agents.• Took overflow inbound calls to create profiles for other parties looking for auto and/or home insurance.

    • Gc services limited partnership

      Apr 2017 - Mar 2021
      Management trainee

      • Supervised a team of up to 12 collections agents, collectively recovering over $150,000 in overdue and outstanding payments for our client.• Provided direct customer support on escalated calls where a manager/supervisor was requested, resulting in successful de-escalation of 80% of customer complaints.• Gave guidance to agents with regards to overall call handling metrics and call quality, improving teams overall stats by at least 40%.• Efficiently provided client data reports concerning inbound/outbound call traffic, overall money collection, and center adherence. Show less

    • Sitel

      Mar 2021 - Feb 2022
      Tier 3 technical support

      ● Efficiently responded to 10+ escalation tickets weekly from lower level technical support departments to provide resolutionto customer problems involving email or internet services that could not be previously resolved.● Provided inbound customer assistance with escalated concerns regarding technical problems that required or requestedimmediate assistance, improving customer retention by at least 75%.● Directly assisted business and commercial customers with concerns regarding billing and technical issues.● Contacted new business and commercial customers directly to verify new service installation information and confirm theirintent to start a new business relationship with the client resulting in 80% increase in new customer satisfaction. Show less

    • Teksystems

      Feb 2022 - Jul 2022
      Support engineer

      Support Microsoft enterprise level customers around issues with O365, which include Exchange, MS Teams, Outlook, DNS issues, etc.

    • Tek experts

      Jul 2022 - now
      Support engineer

      ● Support Microsoft enterprise level customers around issues with O365, which include Exchange, MS Teams, Outlook, DNS issues, etc.

  • Licenses & Certifications