Systems Support Analyst

Matthew Coggins Systems Support Analyst

************@*****.*** 678-***-**** • Woodstock, GA 30189

Energetic and analytical professional, skilled in delivering exceptional customer service, with strong problem, systems and network management experience. Ability to manage multiple tasks and projects from installations, upgrades, patching, and migrations to problem resolution and systems outages. Successfully supported corporations as they navigated through periods of accelerated growth and innovation through collaborative solutions. Seeking opportunities to gain system security experience and certifications.

Areas of Expertise include:

§ Windows Administration § Active Directory § Staff Training & Leadership

§ POS Store Support Systems

§ Networking & TCP/IP

§ Web Development

§ HTML & JavaScript

§ Project Management

§ Problem Management & Resolution

§ Systems Security Analysis

§ Vulnerabilities Patching

§ VMWare Products

§ CISSP Training

§ Call Center Support Analyst

Professional Experience

SERVIT • Kennesaw, GA • December 2015 – May 2017

Managed IT service, software and data centers for small businesses NETWORK OPERATIONS CENTER SUPPORT TIER II

Leveraged established NOC procedures and protocol to effectively evaluate and resolve incidents with user access, applications, system and network alerts and printers, while providing technical support for over 3000 client users. Key Accomplishments:

• Established procedures for regular applications analysis and evaluation of system and network anomalies.

• Act as direct point of contact for over 3000 users, as well as the primary support for all after hours networking incidents.

• Initiate and expedite successful system upgrades and migrations, along with regular data center checks and hardware maintenance.

• Ensure positive relationships with clients and colleagues through ongoing communications and follow-up, as well as effective training of all interns on tier 1 support processes.

• Address and minimize variances in system and network activities through research and exploration of chronic issues and coordinate the installation of service packs, anti-virus software and patching for Windows-based servers. XPO • Marietta, GA • January 2015 – September 2015 A provider of supply chain solutions and transportation coordination services in North America HELPDESK ANALYST II (CONTRACTOR)

Responsible for inbound calls, email and chat support for nearly 1000 users for corporate operations; system administration and Active Directory.

Key Accomplishments:

• Directed VoIP and LAN Network support, ongoing maintenance and virtual server migrations.

• Maintained upkeep, configuration and reliable operation of computer systems, along with providing level two desktop support, hardware and software upgrades and image management.

• Validated data transfers with new employees during merger and acquisition period, ensuring all pertinent systems and documentation were shared and communicated.

Matthew Coggins

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AARON’S INC • Kennesaw, GA • May 2013 – November 2014 Offering lease to own options for furniture, electronics and appliances NATIONAL SUPPORT CENTER – IT SUPPORT ANALYST

Spearheaded outstanding client service through communication, technical assistance, support, desktop, and PC maintenance for hardware, software and peripherals. Key Accomplishments:

• Administered front line technical support to users through various mediums, including inbound calls, email, and chat.

• Delivered an 86% resolve rate average while maintain and incoming call rate of 50 calls per day over 14 months.

• Collaborated with NSC team of 40-45 to implement troubleshooting and solutions for store operations, applications, payments, and hardware issues.

• Helmed all structural support for custom POS system and SQL to ensure ability to reconcile and update customer account information using the Microsoft SQL Server 2012.

• Coordinated broad support for 2,100 stores and 5,000 corporate associates with desktop and PC support for Windows XP and Windows 7, utilizing remote desktop tools.

• Improved overall workflow with efficient and effect service around incident management, documentation management (knowledge base) and problem analysis, using ServiceNow software. THE PROVEN METHOD • Atlanta, GA • May 2013 – August 2013/May 2014 – August 2014 Delivers IT solutions to help business meet strategic objectives IT CONSULTANT – INTERN (DEVELOPER)

Support for all areas of system designed for smooth business transactions, including application creation, regular testing of systems and improvement of processes.

Key Accomplishments:

• Evaluated feasibility of user processes and software requirements to ensure compliance with agree upon timeframe and budget.

• Determined the validity of systems and their capabilities through data analysis and performed Business Analyst role gathering systems requirements for new system interface designs.

• Developed SQL database for cross-platform mobile application and assisted in the creation of a fully functional C# query application.

Education & Training

Information Security Assurance, minors in Business Administration & Psychology SPSU/KENNESAW STATE UNIVERSITY Marietta, GA

Discrete Mathematics, Technical Writing, Management & Organizational Behavior, Calculus, Java, International Psychology, Economics, Software Engineering, Accounting Expected 2018

LSAMP National Science Foundation Member

Mathematics, History, Biology, and Literature Student Tutor Certification Prep

Certified Information Systems Security Professional – Completed CISSP Boot Camp, 2015

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