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Technical Support Customer Service

El Cajon, California, United States
May 31, 2017

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Matthew Rice

*** ******* *** #**

El Cajon CA ***20

619-***-**** (please leave a VM)

Job History:

Dexcom Inc. March 2013 – November 2016

Technical Support Representative (User/Desktop Support)

●Training and technical support for 3 generations of Continuous Glucose Monitors and software

●Implemented a company-wide procedure index

●Created and maintained new FDA regulated documentation for complaints and inquiries

●Documented Inquiry and Complaint reports per FDA compliancy regulations

●Championed new QA documentation

●Drafted new procedures and training courses for onboarding

Sony Online Entertainment (Contractor) August 2012 – November 2012

Technical Support Representative / Account management (User/Desktop Support)

●Account, billing, and technical support for SOE titles and service

●Correcting billing disputes / fraud transactions

●Account recovery and verification

●Created a rapid response ticketing method resolving over 200 email tickets per week

Sony Computer Entertainment America (Contractor) January 2012 - April 2012

Quality Assurance / Tester

●Tested next generation computer games / applications for Playstation Vita

●Consultant on “Resistance: Burning Skies” at Nihilistic Studios

-Implemented a new international testing procedure between regions to verify game integrity

-Created a testing procedure to verify the integrity PS Vita dev kits and production firmware

March 2011 - December 2011

OLS Moderator for Sony Computer Entertainment America

●Moderated online Sony console titles for content and behavior

●Crafted documentation forms and procedure

●Created a new verification system for remote console termination

●Preformed maintenance tests and verifying game functionality

●Implemented new company-wide conference call process

●Updated QA processes and procedure during 2011 PSN outage

Aristotle Inc. July 2010 - January 2011

Technical Support Representative

●Supported Aristotle's 6+ different political software products and services

●Provided technical support via online, phone, email, ticketing, and on-call services

●Trained new users on Aristotle products and functionality as well as creating training manuals and procedure guidelines for Aristotle staff and clients

INNfinity Hospitality Systems November 2007 - July 2010

Information Technology Support

●Hospitality Software Management support for over 350 hotels, work camps, and other properties

●Provided highly technical customer service support via phone and online chat as the sole agent for overnight support

●Identified the difference between technical problems and user training/interface issues

-Created a training program as well as provided mentorship

-Implemented technical demos of how to operate front and back-end services


Cuyamaca College - Grossmont College January 2012 – March 2013

-Computer Information Systems

The Gary and Jerri-Ann Jacobs High Tech High School December 2014

Technical Skills:

Experience with SQL 2000/2005/2008 Database, Microsoft Access, and Excel integrated databases

Performed database backups, program installations, data integrity allocation, and manual remote software updates

Familiar with Remote Desktop and alternate remote desktop methods

10+ years of experience with Microsoft Office Suite Programs(Including Outlook, Excel, ect.) and Adobe Software

Oracle; Agile; Oaisys; Lync; Skype; Toshiba Call Manager; Calabrio ONE;

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