Matthew Aldrich

Experience

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  Best Buy

  Oct 2004 - Jun 2007

  Computer Specialist

  • Had in depth conversations with customers over their desired computer use and needs and recommended specific models to customers based on their needs.• Kept up with the latest technology coming out in pre-built computers. • Performed post sale configuration on purchased computers such as creating restore discs, installing anti-virus software, installing a firewall, removing any unwanted software, configuring system restore, etc.• Diagnosed and repaired computers brought in for service such as virus removal, hardware replacement, hardware upgrades, software installation. • Developed a new methodology for Sales Associates to use in selling on-site technical services, which was implemented by the local store. Show less

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  Draper Inc

  Feb 2005 - Jul 2008

  Technical Support Analyst

  Handled all of the IT needs for various real properties.

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  Sutherland Global Services

  Jul 2008 - Nov 2010

  Technical Support Team Lead

  • Created the department training manual from the ground up, covering how to troubleshoot varying issues including wireless networking, virus and root-kit removal, networking configuration, etc. • Trained all new hires on general Macintosh troubleshooting. • Assisted in developing the flow chart used by Associates handling technical calls. • Created spreadsheets linked to the daily reports so that Technicians could see their statistics on demand.• Monitored technician phone calls and provided coaching on their soft skills as well as technical skills.• Troubleshot issues that Technicians were unable to resolve, after pointing them in the right direction. • Corrected customer care issues with unhappy customers to result in a positive customer experience.• Performed troubleshooting and repair on Windows Server and Linux platforms (Not technically supported by the department). Show less

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  LogMeIn

  Nov 2010 - Dec 2011

  Technical Support Representative

  • Diagnosed and corrected issues for customers using LogMeIn products. • Performed remote administration using LogMeIn Rescue to correct some issues. • Created batch files to make registry repair more efficient, which was adopted by the Team Leader. • Assisted customers to get some aspects of LogMeIn software running on a Linux platform (Not technically supported by the department). • Spoke with worldwide customers, matching them to additional products that would serve their need. Show less

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  DUMAC Business Systems, Inc.

  May 2012 - Oct 2013

  QS Helpdesk Support Analyst

  • Diagnosed and corrected issues for customers using Xpient POS Systems. • Performed remote installation and software upgrades. • Developed guidelines software package installation. • Created troubleshooting documentation for drive thru timer systems.• Reviewed and corrected data within a sites SQL Database

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  Advance Central Services, Inc.

  Oct 2013 - Jul 2016

  Technical Support Specialist

  • Created base images for windows and Macintosh deployments. • Create and deploy software packages through SCCM. • Performed as needed training on using the different applications for users.• Developed various application documentation for users, including Office 2016. • Created, Altered, Removed Active directory objects for computers and users.• Diagnosed and corrected all aspects of software issues with day to day workloads.

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  Innovative Interfaces

  Jul 2016 - now

  Technical Support Specialist

  Install & Troubleshoot Redhat Enterprise Environments.Work with end users to isolate problems and identify solutions.Diagnose communication issues between servers and clients.Monitoring log reporting to pro actively correct issues with serversWrite bash scripts and Ansible playbooks for support needs.