Adrian Matthews

Experience

• 

  The Johns Hopkins University

  Jan 2013 - now

  Senior Technical Support Analyst / Service Manager of AASP

  •Orchestrated and optimized all aspects of the Service Center operations, including Customer Service, Technician, Coordinator, Accountant, and Stock functions.•Implemented rigorous training programs to ensure a thorough understanding of warranty policies, resulting in improved adherence and customer satisfaction.•Monitored and controlled KPIs, consistently achieving and surpassing Turn Around Time, Repeat Repair, and Customer Satisfaction targets.•Skillfully managed spare parts procurement, facilitating seamless integration into repair processes while efficiently returning defective components to suppliers.•Demonstrated expertise in the repair system, conducting technical training sessions for the internal team on service news and technical documentation.•Resolved complex customer complaints related to warranty service, ensuring swift and satisfactory resolutions.•Collaborated closely with the security team to maintain a safe working environment, consistently upholding the highest safety standards.•Cultivated strong relationships with Key Accounts and Dealers, contributing to an increase in incoming service volumes and driving business growth. Show less

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  Amazon Web Services (AWS)

  Jan 2022 - now

  IT Support Associate II

  Provide basic technical support to Amazon Corporate employees worldwide•Research, resolve, and respond to inquiries received via web chat, telephone calls, email, ticketing system, all in a timely manner, in accordance with organizational standards•Diagnose and troubleshoot end user computing problems including analyzing the problem, identifying the appropriate resources, testing proposed fixes and following up to ensure the problem has been resolved•Create and submit detailed call logs documenting customer interactions that are accurate, thorough, and timely•Informs customer of needed repairs and answers basic questions•Ensures that customer understands and is satisfied with work completed•Follow all standard operating procedures (SOP) through the effective use of knowledge management•Acquire and maintain current knowledge of relevant policies in order to provide technically accurate solutions to users•Assist with activities to triage and escalate any system or network outage to reduce downtime•Assist with remote assistance in Teleconferencing systems and AV presentation equipment Show less